Posts Tagged ‘Customer Service’

Empty the Glass

• October 9th, 2007
• No Comments »

Mary Kay is a service based business. Any time customer service is involved, listening is a top priority. One excellent way to deal with adversity in our business (because let’s face it, adversity will happen to some extent) is to allow the person the opportunity to vent. We discussed this at length at tonight’s meeting. It was rather fascinating.

Mary Kay Ash often said to imagine each person with a negative connotation of Mary Kay Cosmetics is holding a glass filled with muck. As they begin to speak of what it is they are unhappy with about Mary Kay, think of the glass emptying out. Listen to every word they say. Do not object. Do not interrupt. Do not disagree. The moment we do these things, the person will shut down and they will stop pouring the contents of the glass. (more…)

Important Information Regarting Eye Revitalizer

• September 20th, 2007
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TimeWise^® Targeted-Action™ Eye Revitalizer Flier Available

Say Thank You

• September 13th, 2007
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This just didn’t fit well into the wordpress space, but I think it’s a very useful tool to keep in touch with customers and show them appreciation. (more…)

Number One Again

• September 13th, 2007
• 16 Comments »

My purpose for posting this is to demonstrate the proper verbiage expected of us to use when addressing this issue with our customers. Note, the specifics that surround the arrival of this title. (more…)

We Are Role Models

• September 11th, 2007
• 3 Comments »

It is the business of a Mary Kay® Independent Beauty Consultant to enrich women’s lives. We not only accomplish this through introduction of a great product. We do this by building our customers’ self esteem as well as our team. Anyone we put the product on is a potential team member. I’m not saying go out and recruit everyone you know. What I’m saying is, that in many cases, we are the only Mary Kay® people our customers know. How we behave is so important. If we are meeting a lot of people and working a full time business, we must be on our best behavior at all times. By doing this, it will ingrain that behavior into natural habit. That is what the Mary Kay® Image is all about. Not only looking good, but acting graciously. How we behave plants seeds in the thoughts of others as far as what Mary Kay® represents. Our actions not only impress upon our customers, but also our sister consultants! (more…)

Maintaining a Strong Customer Base

• August 25th, 2007
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My director posted this on her website. It’s in Applause Magazine. I think there are crucial points made in this article that we can all learn from:

“When we are first developing our customer base, it’s all about follow-up, follow-up and more follow-up,” says Independent Senior Sales Director Pat Ringnalda. “I see this initial step as a one-way street ~ I’m doing all of the contacting.”If that sounds discouraging to you, then an attitude adjustment may be in order! You simply can’t expect people to call you until the relationship you are trying to create is solidified. Once a customer makes an initial purchase, a great guideline for follow-up is the 2+2+2 plan of Mary Kay Ash: call two days after a customer purchases a product to inquire about how it’s working for her; two weeks later to schedule a follow-up facial or color consultation; and then every two months after that. While you’re adding new customers, you’ll also want to develop the ones you have. That means continuing to build their trust and loyalty in several ways. Pat shares these great tips for cultivating excellent customer service: Keep product on hand. “I will never forget the first year I achieved the Queen’s Court of Personal Sales,” Pat, who has reached this goal 12 times, shares. “That year, I doubled my customer base by asking for referrals.” Once your customer base becomes established, keeping an appropriate inventory may become easier in servicing your customers. Use samplers to sell. “I always treat my reorder customers to samples of products they don’t currently use,” Pat explains. “I’ve found that nine out of 10 customers will buy what they sample.” Build a personal profile on each customer. As you develop relationships with your customers, begin recording birthdays, anniversaries, family information and family events. “Get personal to show you care,” Pat says. Take advantage of PCP. “Consistently sending The Look and follow-up mailings is a great way to maintain your customer relationships.” Have a Mary Kay Personal Web Site. “Each month I gain more shoppers and referrals!” Know your product. Use your Applause magazine and the Online Product Guide on InTouch to find out about product benefits, application tips, ingredients and more.

* Complete Applause Article *

Did YOU Miss the PCP Ordering Deadline? UPDATED! UPDATED AGAIN!

• August 16th, 2007
• 1 Comment »

Guess what! I was able to order after all! Not sure mine will feature samplers or not, but at least I was able to order. I went onto the PCP link just now and was able to successfully order The Look for Fall/Holiday! Woo hoo!
UPDATE: OK. Last night I totally forgot to place my PCP order. Frantically, I emailed my director. Then, just for the sake of trying, I went on InTouch to see if I could enroll today. Well, I could! I just went on InTouch now and it says the new deadline is August 19! It’s not posted in the “News” section nor has it been emailed yet, but if you click on the Preferred Customer Program Link, underneath the big picture of The Look, it has the dates to enroll listed as July 15-August 19! Just wanted to make sure you are all aware so that if you forgot or had computer issues or whatever, you can enroll thru Sunday, August 19!!!

And now it is officially added to the News section on InTouch:

Important Notice Regarding the Preferred Customer Program

 

The deadline to enroll customers to receive the Fall/Holiday 2007 issue of The Look has been extended till midnight Central Time on Sunday, August 19, 2007.

Baby Step Booking

• August 9th, 2007
• 1 Comment »

OK. I’m coming out of the shell I’ve been living in since April. Life is a little bit brighter. I feel OK about pursuing my business again. This Tuesday I will be attending my first unit meeting in at least 2 months. I am excited about this. Now I can finally pick up the purse I earned in June! (more…)

Know Your Product Series: Skin Care Fresheners and Masks

• July 1st, 2007
• 3 Comments »

Well, it certainly has been a long time since I started the “Know Your Product” posts! I’m up tonight with lots of time on my hands so I’m going to dive right back in!

Masks

The primary function of a mask is to exfoliate the skin. Masks are part of the Classic Basic Skin Care line. This does not mean, however, that they cannot be paired with Time Wise. I use the Revitalizing Mask one in awhile to get a fresh feeling for my skin. I want to give the Clarifying Mask a shot one of these days as well. (more…)

Make Them Feel Important

• June 27th, 2007
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I like this article. Where I work during the day, they are always stressing “world class service.” This concept is touched upon in here. This article stresses, “People don’t care how much I know until they know how much I care.” I’ve heard this statement over and over again in Mary Kay. It applies all the time.

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Column By Jim Stovall

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The Little Things

We are all rushed and crunched for time in our world today;

therefore, anything you choose to do should be done with

your best effort or not at all. With so many

responsibilities and opportunities before each of us daily,

there is no time nor reason to be mediocre at anything.

Everyone understands the urgency of performing well in the

tasks they consider to be “big things,” but they too often

overlook matters they consider to be “little things.”

If you really analyze the areas of your life, either

personally or professionally, that you consider to be “big

things,” you will find, if you look closely enough, that

they are nothing more than a series or group of “little

things.”

You may run the best, most efficient business operation ever

known to mankind, but if your people don’t answer the phone

politely and professionally, or if they don’t invest the

time and energy to simply get people’s names right, you are

wasting your time.

Our most precious possession is our name. One of the

elements that distinguishes world class service from

standard service–whether it be business, dining, hotel,

transportation, etc.–is that the world class professionals

greet you politely, energetically, and use your name

correctly.

There is a certain group of business “experts” who believes

that in order to be successful we must practice

intimidation. While I disagree with this philosophy, there

is an amazing learning opportunity for us all within these

intimidation theories.

These adversarial intimidators would tell you that the best

way to “put someone down” or try to establish your own

superiority is simply to mispronounce or misuse their name.

The most amazing, thoughtful, meaningful, and significant

message can be diminished by a simple typographical error.

No matter how profound the words on the page may be, if they

contain sloppy errors, you may as well stamp the words in

bright red across the top of the page: “I really don’t care

very much about this.”

You’ve heard it said countless times, but it is as true

today as the first time you heard it. People don’t care how

much you know until they know how much you care. If you want

to show people how much you care, pay attention to the

little things, and you will find the big things take care of

themselves.

As you go through your day today, do everything as if it

alone will make the difference between success and failure.

You will find that it does.

Today’s the day!

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