Customer Service--how's yours?

I found this and thought it was interesting reading.  How do we take care of our customers?

http://todaystask.wordpress.com/2011/02/23/todays-task-335/

Rewarding Good Behavior

Are you a parent?  If so, you may discipline for bad behavior (time outs, spankings, taking away privileges.)  But what about good behavior?  My mom is a school bus driver.  While living in New York, the principal of the school wanted her to give a piece of candy to a child who was a constant discipline problem whenever he had a good day on the bus.  My mom refused.  She said, "Unless you give me candy for all the kids on the bus who are good EVERY DAY, I won't do it."  While I agree with my mom's theory (who wants to sugar up a busload of kids!), I think, as adult and business owners, we need a chance to reward ourselves when we do what is right and good.

At a recent WinnerFest event for Tupperware, our speaker Bonnie talked about rewarding your good behavior.  If what you need is datings, tell yourself when you get on the phone and make X number of calls, you may get X reward.  For instance, when I make 15 phone calls for parties, I can then get to watch my favorite sitcom on DVR or I get to call my BFF and talk for 30 minutes or I can play 15 minutes of Bejeweled on Facebook.  I can't control the person on the other end of the phone and what is happening in her life.  I can only control what I do.  I might pick the 15 people on my list who are all hospitalized for an appendectomy or the 15 people who have just left their husbands (ugh!).  While it is highly unlikely that ALL 15 will say no to a party, it maybe that you have reach many answering machines and some who say no not now.  I still have acted properly and done what is right.

So, make the calls, and give yourself a piece of candy!

Points of Contacts with my hosts

To have a successful party you need great contact with your hostess.  Here are some times to have contact with your hosts:

1. Immediately after dating--if you date at a party or over the phone, send a thank you note immediately.  I use a postcard from Vistaprint.com that simply say on the front, "Thank you for dating a party with me!  I have reserved this date for you and you alone.  It is very important that I get your guest list back as soon as possible to ensure that your guests get their invitation on time.  If you haven't done so already, please drop your guest list in the mail to me no later than tomorrow.  Call or email me with your questions!  We are going to have a blast at your party!"  On the back, I have a place for the date and time, and a blank area for a personal note.
2. I contact the hostess right before I do the invitations to confirm the time, address, and RSVP phone number.  Also, this is a great opportunity to find out what products they are wanting to earn for free.
3. Next, about 10 to 14 days before the party, I send the invitations and a postcard to the hostess that says (on the front), "Your invitations have been sent.  Your party is going to be great, but let's work together to make it even better!"  On the back it says that I am looking forward to the party and that their guests are receiving their invitations.  HOWEVER, many people forget to reply or get too busy, so a personal invitation will make the party a great success. 
4. A week before the party I mail (or email--depending on how often my host checks her email) the hostess gift specials so she has a goal to reach for and I encourage her to have $150 in outside orders before the party.  (You can give her a challenge that if she does, you will have a gift for her--like a keychain or a tiny treasure or a little bowl you got cheap or free).
5. Four or five days before the party, I send one final postcard.  It says (on the front), "REMINDER--IF YOU CALL THEM, THEY WILL COME!"  On the back I remind them to call each guests, both those who have RSVP'd and those who haven't. 
6. Finally, two days before the party, I call the host to get directions and ask if I can arrive 30 minutes ahead of time.  I also confirm if I have promised her an extra gift that I will be bringing it with me (like the product of the supersized straw, or the bag of Tupperware.  I also remind her one last time to contact all her guests.  I tell her that I will do an on time drawing when she has 7 adult guests by 7:07 (or 7:37 or 6:37, whatever) or to have everyone wear pink (Valentines, Green for St. Patrick's Day, etc.) for extra Tupperbucks.  This gives her a reason to call everyone.  

Hostess contact is the key to party success!  Don't forget the most important contact--the Thank You note after the party and to let her know when the product ships.

It's not ONLY about the money. . .

There was a missionary name Jim Elliott, who was killed in South America in 1956 by Indians he was trying to reach. He once said a statement that has become my life theme: He said, “He is no fool who gives what he cannot keep to gain what he cannot lose.” Sometimes our businesses need to be about more than just making money. Sometimes it needs to be about people and what they need and what it is that you can provide to their lives.

When I first started Tupperware I thought all I would be doing is selling bowls.  Now I understand that I am changing lives--giving something that you can't put a price on, like confidence, a new start to a new life, financial freedom, and many other things.  What are you giving that you can't gain any other way?

Saying "NO"

While focusing on my business, I have to say no to other things in my world. 

I was asked today by one of my friends to be on our church softball team.  I love softball, and quite frankly, I was pretty good at it (in my younger days!)  I like to believe that the old feelings and abilities would come back.  I loved feeling "part" of a team; I loved the feeling of hitting a ball so hard and beating out the throw to the bag; I loved out-smarting the pitcher or the positioning of the other team by hitting the ball where they weren't.  Could I get all that back?  Sure, but at what cost to my business?

When weighing out whether to say no or yes to a request, I have to take into consideration what it will mean to my schedule.  In this case, when are practices? when are games? how long with the committment last? how long will it take to travel to each of the games? how much extra time away from my family? what about the wear and tear on my body? 

Consider today if they things you are saying "YES" to are necessary.  Sure, you may need to be part of the PTO at school, but do you need to be president?  You may want to be the coach of your kids team, but how much time with that take away from the things that are important?  I'm not saying don't be involved; just figure out what is the best use of your time.  Me? The jury is still out on my softball career!