You are a fantastic Independent Scentsy Consultant. (Woohoo!) You share the products, you book the parties and you rock out those sales. But there is something missing… something niggling away at you behind the scenes in your business. You are always in hustle mode because your customer retention is not where it should be. How do you keep those previously happy customers coming back for more Scentsy?
Implement one or all of the following nine tips to ensure that your customers are feeling as valued as they are valuable! Who doesn’t want their customers coming back for more Scentsy time after time right? Follow these strategies. Change your Scentsy business. Change your customer experience for the better
KEEP IT CONVENIENT
We pay for convenience all the time right? If we weren’t prepared to pay for the things that make our life easier, then the takeaway coffee, Uber, and a whole host of other MASSIVE industries simply wouldn’t exist.
We know what a huge driving force convenience is in the life of a consumer. What if we were to think of all the ways that we could consistently bring convenience to our customers’ lives. Creating convenience with Scentsy products, and of course our spectacular service. Stands to reason that is going to lead to them wanting more Scentsy from us, right?
Give them tips and tricks that will help them use their Scentsy products more effectively. Drop their orders to their door or their workplace to save them a trip to the shops after a long hard day. There is no limit to how creative or how basic the action can be. Make their life simpler and they will be compelled to return the gesture with their loyalty as consumers. (Yes, that means ordering more Scentsy from YOU!)
CONNECTION IS KEY
We do business almost exclusively with those that we know, like and trust. If any of these elements are lacking, and there is another option for us to take our business to: bye Felicia!
How can we establish this rapport and trust with our customers? Simple! Intentionally join them on their own level, and connect in a way that they are comfortable with. Work on continuing to foster that connection past the point of sale. No one likes to feel like they were nothing more than a credit card on a Scentsy order form to you, or a commission cheque at the end of the month. If you turned on all the charm in order to “make the sale” then ensure that you don’t flip that same switch to off after the ink on the order dries.
LISTEN AND PROBLEM SOLVE WITH PRODUCTS/SERVICE
Once we feel connected to other people then the hugest compliment we can receive from them is to be really heard (Moose joke not intended) when we communicate.
It has often been said that there are two types of people in the world: those who listen, and those who wait for their turn to speak. Let’s make it our focus to be the former rather than the latter, OK?
Listening is not always being completely silent. Although we do have two ears and only one mouth for a reason! We can really hear what our customers are saying, and learn how we can solve their problems by asking sincere questions during our interactions. Then, really take note of their responses.
If we ensure that our focus is on listening in an earnest and active manner; then we apply what we know about our business to offering a solution- how could our customers resist coming back for more Scentsy?
GIVE MORE THAN YOU TAKE
We all know that a core value within Scentsy as a broader company is give more than you take. How can we apply that within our individual Scentsy business. We know that by doing this, we will ensure that our clients not only offer us their repeat custom, but also refer us to their family and friends, right? Because let’s face it- we are awesome people to know!
This doesn’t involve selling your soul or handing over all your worldly possessions. Sure, giving your customer a little extra scent circle for shopping online on your Scentsy website, popping a wax bar or a Scentsy Washer Whiffs laundry sample in their bag after party is a fabulous surprise. Writing your party host a lovely thank you note and popping a voucher inside is great too. But the best things in life are free as they say.
Create the opportunity to make gestures as simple as taking the time to write out an order for your customer and add up all the pricing. Show them how to combine items into a Scentsy Bundle and Save (either within their own order, or with a friend) to save a couple of dollars off their bottom line. Swap over a scent on the spot that they weren’t a fan of the last time they ordered.
These things make our Scentsy customers feel special, feel appreciated, and most importantly; feel that you are willing to put their needs ahead of your own. They will come back for more Scentsy – trust me!
TUNE IN TO THEIR WIIFM
It has been said that everyone’s favourite radio station is WII FM – What’s In It For Me? Have you ever heard the expression that “features tell, benefits sell”? Would you like to go even a step further than that within your Scentsy business?
The rung beyond connection, listening and giving more than you take is undoubtedly communicating a deeper understanding of customer wants/needs and expanding upon it.
The tips above have outlined showing an understanding of where our customer/s are coming from. We have looked at listening rather than just “hearing” what our customers are saying. We have realised that we have the ability to solve customers’ problems with our products/service BUT to really next level these things we can teach our customers what exactly is in it for them.
The feeling of being truly understood, and then having your life enhanced by your own personal fragrance consultant; is one that we will keep seeking out again and again as consumers. (Sounds pretty special when you hear it like that huh?)
KNOW THEIR SHOPPING STYLE
Have you noticed a thread running through these tips yet? Great customer service at a level that will keep your customers coming back for more Scentsy. This all centres around getting to know the person/people you are serving. Ultimately we are making sure we are placing their needs ahead of our own. Not rocket science right?
Knowing the shopping style of our customers will allow us to touch base at an appropriate time with them, and even anticipate their needs! Why would they go anywhere else? (*Bonus tip: you can record this knowledge and information within the contacts tab of your Scentsy workstation. Pop it in the contact notes field- check it out!)
I know, I know; you don’t follow up with your customers because you don’t want to be that pushy pain in the butt consultant. And to be honest, that’s totally… rubbish!
Following up is not about flogging the dead sales horse. If done with an attitude of service it is most certainly not about us. It is not about our feelings around what we imagine follow up may or may not be like for other consultants or for the customer before even giving it a shot.Who are we to decide if someone wants or needs to hear from us without even asking? Follow up is about reconnecting with our customers and ensuring that we are servicing their needs. If you want those customers of yours coming back again and again put down that misconception and pick up the phone!
Nothing screams “BEWARE! SNAKE OIL SALESMAN!” louder than trying to be someone that you are not. Be real, be you; be honest and genuine. If you are open and transparent in your Scentsy business then you can garner the loyalty of those that you come into contact with.
In the event that you make a mistake (we all do!) that’s OK too. Your customers will appreciate your honesty, communication and authenticity; combined with your willingness to set things right.
ALWAYS BE… IMPROVING!
The biggest gift we can give our customers is the passion and commitment to keep growing and improving in our Scentsy business. If we are able to demonstrate that we are giving our customers our best version of self, plus have an ongoing desire to better our previous best- then they will happily offer us their regular patronage.
Take Home Message:
If we are always on the hunt for a fresh new set of customers because our previous clients have drifted away or bought elsewhere (or both), then the grind is going to get very grind-y FAST!
But, never fear! Your customers will come back to you for more Scentsy regularly and enthusiastically with just a small tweak or two to the way you run and think about your Scentsy business.
I’d love to hear what you felt was the most valuable of the tips above. Is there is something that is missing to make the perfect 10? Share this advice with your team (or the world) or scroll to the top of the page to connect with me!