Want the inside scoop on keeping your customers? You've got to talk to them! Today we are sharing our insights and reinforcing the importance of maintaining a good relationship with your customers. We provide recommendations that not only meet customers' needs but also foster loyalty and drive more orders. Tune in for practical tips to help build and grow through customer sales.
In this episode, you'll learn the following:
1. The importance of maintaining regular communication with your customers.
2. Understand your customers' needs and changes in life, to recommend products accordingly.
3. The benefits of personalized interactions in building trust and customer satisfaction.
Want the inside scoop on keeping your customers? You've got to talk to them! Today we are sharing our insights and reinforcing the importance of maintaining a good relationship with your customers. We provide recommendations that not only meet customers' needs but also foster loyalty and drive more orders. Tune in for practical tips to help build and grow through customer sales.
In this episode, you'll learn the following:
1. The importance of maintaining regular communication with your customers.
2. Understand your customers' needs and changes in life, to recommend products accordingly.
3. The benefits of personalized interactions in building trust and customer satisfaction.
Welcome to Rock's Talks, the podcast that helps network marketers grow their business on social media. I'm Roxanne Wilson, social media network marketing coach, with nearly a decade of experience in the space, as well as television and radio experience, and a passion to really help you and empower you to be the best network marketer you can be, which means knowing yourself and knowing your brand.
Speaker 2:And I'm Taryn Soa, your social media sidekick. I run all things behind the scenes at Rock's Talks, While being the right hand woman to Roxanne, I also strategize and manage our full social media plan. So I would love to share with you the tips, the happenings, all the things going on in the social media world.
Speaker 1:Each week, we're here to give you the latest and greatest direct selling, social selling, marketing, whatever you like to call it. The end game is for you to really understand your business, understand yourself and your brand and to rock it on social media. You know, taira, taira, turn up my heart. You just said something to me that I have to just call out. He said are we going in? Are we winging it? Do we ever actually wing anything?
Speaker 1:Yes, I don't think that my modus operandi is winging it. Oh, okay, I think that maybe that is the majority of the population would be like oh my gosh, she's winging it. But it's funny because there is a, you know, I do training for a software company and one of our clients for Penny and one of her clients was like can you do this video? And we'd love for you to send us the script. And I laughed, and so my coworkers kind of chuckled, because I know script, taira, back up my notes. Scripts not going to happen. And here are the reasons why my zone of genius is to be scriptless. It's all in here and it'll come out the way it needs to. You're happy to look over it and make sure. Legally it's. It's all like the standards and whatnot, but there will be no script. But I'm like no. So when you said, are we winging it, I laughed. Like what are you saying? It's all in here.
Speaker 2:So you're not winging it. But I technically am my definition of winging it is not having an outline.
Speaker 1:Most people, I think, would probably agree with you. Yeah, I'm betting, most people think yeah, okay, so I accept that.
Speaker 2:Okay, good. And when you not in the sense that like, yeah, I don't know what I'm going to talk about eventually, but when you get in the sense that like, yeah, Two minutes in, I'm going to mention this, which you guys we've never done, ever.
Speaker 1:Ever. So it's good to see you. I feel like it's been forever. I know it's holiday season, so we just need to get this out. Happy holidays. And if you are still wondering what to do for the holidays, yo like my holiday stuff is free. Just go get it.
Speaker 2:Just go find it. I'm sure the link is live.
Speaker 1:It's totally live and I'm actually going to send an email today. This is, of course, you're not going to hear this for a couple weeks, but reminding everyone just go get the holiday stuff. Y'all just get it. I'm I have no desire to sell it to you. Just get it, just go get it, just go get it.
Speaker 2:Yeah, and you guys. It's good, it's stuff we used to sell, so the fact that you're getting it for free like yeah, just my energies, like take it.
Speaker 1:I think I do have the temp, like, if you need like social media templates, you can get that, you can buy that, but other than that, all the how to stuff.
Speaker 2:Roxanne, yeah, talk to me, vern, your nails are red, you noticed.
Speaker 1:What is going on? I'm winging it.
Speaker 2:You're bringing some spice to your nails.
Speaker 1:No see, what happened was. This is a really good. I'm glad that you pointed this out because I've forgotten at this point. But my girlfriend Leah has a y'all need to go check her out on the gram. Really, take, she's big on TikTok, which doesn't gram as well too, for under Maxine's revenge she has this whole like.
Speaker 1:She has been in the beauty and she for eons and like was there and helped like companies like Too Faced and Stuff Become a Thing and was with Sephora and all the places all around the world. All and all the say she's starting her own beauty line and it's for makeup, makeup for, like women over 40, super cool, great vibe. And she was like will you come model for me? Because her prototypes had come in, or the first, like the first round of actual product came in. And yeah, yes, I'm just like okay, she's like we gotta get greater nails done. And this is big Apple red from OPI for the look. I haven't seen the pictures yet, but yeah. So I was like, right, she's like, are you okay with red? I'm like, hey, it's for the shot, I'm cool with it. So I have read Got to do what. You got to do for the shot, do what you do for the shot.
Speaker 2:Wow, I'm like wait, pause a second. There are red nails on those fingers that are usually ombre, or for a while they were like a wedding white, you know, but sort of rails.
Speaker 1:Thanks for noticing. So I have been doing this thing for one of my clients who is a top leader in a low talks living network marketing company, and I am doing a series of training for her team and it's all about getting them into that rhythm of how to sell frankly and how to get. Because here's the thing I know we always say we well, I know. We don't always say let me go back. I know people always. By the way, next week I just need everyone to know we're going to be talking about the slimy bullshit that's going on in network marketing right now. Just it came to me. I'm winging it like we might be a little gossipy, but we're going to talk about some of that shit. I love some gossip.
Speaker 2:Okay, all right, so back to here, how to sell schedule programming.
Speaker 1:It just came to me and so I had to just say that we're going to do that, because we needed to call some of that back to this, though.
Speaker 1:So the thing is is, yeah, I lead with the business, but the business like, if you're leading with the business and recruiting people, you wouldn't, you do not have a stable income in, don't have one that you can control, you are at the whims completely of other people, which is fine if you don't need the money, but most people right now need the ching ching, and so what helps and gives you the freedom to be able to have being the right energy space to recruit people and to even be able to talk about it and be like.
Speaker 1:I believe that this, this company, works is if you have a stable customer base. But you need to learn how to get that stable customer base, and as you're doing that, yes, you're going to get team members, but if you know that you have X amount of dollars coming in, if you know okay, I know that every month I'm going to have approximately $200 to $500, or maybe I'm going to have $500 to $1,000 or whatever, depending on where you are. If you know that, then you can take some of that time and start spending it on recruiting, and truly recruiting, from a place of abundance and not lack.
Speaker 1:But if you're like I don't know how much volume I have. You're going to be scrambling and you're going to be desperate, make desperate.
Speaker 2:I agree. I really like that you're coming from this angle, because I never understood lead with the business, Maybe later on down on the road. But, like from my business view and lens of life, it's like I just it didn't make sense. I'm like, no, you get your customers first, you have a solid base and you always have customers Always. That's not something you stop doing.
Speaker 1:Yeah, I agree with you, and I don't like the fact that when people say I want customers, other people are like, well, I'm gonna, I'm a business builder, I'm gonna leave with the business. That doesn't mean that people who have customers aren't business. Are you kidding me? They are business as well too. I think it's because of the way the comp structures are set up. I know some of the companies probably the one of the some of the ones you all are in right now listening are changing their comp plans to really encourage or they have recently changed them to really encourage recruiting. And I am not against recruiting. I think that is you do your thing. You don't want that as well? Yes, and yes, that's where you you will see the exponential money.
Speaker 1:Growth can happen a little bit faster with these compensation plans, but not having customers means you don't have that base when you're growing, means that you aren't depending on other people wanting to grow their business as well too, and also, frankly, kind of makes you out of touch. Suddenly. You don't really know Like you're, you're you're. You don't know about the product, you don't know about what your custom, your, your, your team members who do have customers, what they're going through because you're so far removed. You're up on your little cloud and great, have your cloud, do your thing. But it is really a good thing to remember, or take that time to always have customers. I agree with what you said, terin always have customers, even if it comes to a point where you're like I have 10, I have a big business and I have 10 customers. Good, because those 10 customers, they keep you grounded and real. Let's be real.
Speaker 2:Exactly, Yep. I love that I had to call that out guys.
Speaker 1:I do. So, yeah, I've been doing this weekly and it's been really great and it's been growing because the buzz is happening and other people who are like, oh, I want to be in it too, and so we're having a good time and I'm blowing their minds, and I love that. I'm like, oh, blew your mind. Blew your mind too. Yes, this is what you're going to do. Here's the thing. Anyhow, with that, and as I was meeting with my client and we were talking about stuff, because they just had their convention, and so I'm like tell me what happened so I can make sure that these next weeks are really catered to leveraging all of the stuff from convention and I can make that happen. So, anyhow, I tell you all that, because something that I realized that was coming up, bubbling up a lot, is that people are afraid to talk to their customers. They're just afraid Ooh, yeah, it's like in general and I'm not talking about this company, but I'm just talking about as putting this together Generalized, yes, generalized, yeah. So you get the customer and then you don't talk to the customer again and then you wonder why you don't have consistent customers. Or you keep reaching out to people and they're ghosting you and you don't know what to talk to them about anymore. This works for both. This works for the people that you're prospecting and it works for your current customers.
Speaker 1:Here's my plan, stan. This is what I want you all to do. Okay, I'm just going to go right into this. What you need to do, but first of all, talk to your customers. They want to hear from you. If they didn't want to talk to you, they would have shopped from Amazon. Come on now, get real. Talk to your customers. That's number one. Number two is this If you have any customer that has been buying from you for a year, it's time to offer them. This is so simple. I started laughing. It's time I'm seriously heating up. This is like a thing. Now, all the people who have like menopause things are sending to me. I'm not menopause, but you're like. You do get warm in the mornings.
Speaker 2:Oh boy, I do and I'm not even drinking tea, okay.
Speaker 1:So here's the thing If you have anyone who's been shopping with you for a year more, it is time to let them know.
Speaker 1:Hey, so and so you know, the last time we did a consult to really see what you need a custom consult was over a year ago. You're time for your annual review, your annual, whatever you want to call it so we can really take a look and make sure that we are meeting your needs for whatever transformation you wanted to give them, whether it's a, a, a, a, a, a, a, a, a, a, something from, from um, like tastefully simple, or whatever it is Like, it doesn't matter. You're going to give them an annual review. You should be doing this all the time, all the time, or every year at least. That gives you a chance to actually have a conversation with them y'all, a conversation where you ask them about how their products are working for them, you ask them about what changes they might have had in their life, how their kids are doing all the things, and then you're able to give them a custom recommendation of what products they should use over the next year.
Speaker 2:Ooh, this is genius. This is genius, but my head is going is this where you lead with the business?
Speaker 1:No, no, I mean in let okay, not as a must have. I don't get it. A couple reasons. If you go and think and I'm gonna have this conversation, I'm gonna lead with the business, which is what most people are gonna do, even though you didn't mean it that way, taryn, then you're not listening to them and then you're just looking for talking about the business. The second thing is let's be real. Y'all Some of your customers that you think I should switch them over to being business builders because I have a promotion or I need to get my rank or I need to go on my trip, and you move them over.
Speaker 1:You regret, you regret. You regret that later because they are not actually business builders, they're wholesale clients and now you're not making as much money, but you have to still nurture them like customers to make sure they're still buying. So don't do it, even if it seems like don't do it Now. If they sit there and they say, I'm actually looking to make more money, I'm passionate about this, like if they give you the signs of this, then yes, talk to them about the business, but this gives you an opportunity to actually look and say, okay, you've been buying this for me and now, like Rodan Field's a good example. Rodan Field is like all high on the hair care right now Hair, hair, hair, hair. Okay, they're like hierography, like they're doing the thing right.
Speaker 1:So if someone came in and bought one of your regimens, your skincare regimens, and they never got on the hair train over the last year, if you have an opportunity to sit down with them and give them the consultation number one could be that they came for I don't know sunspots or they and their skin looks good now and they need to move to your anti-aging regimen. That's one. But they don't know that because you haven't given them that personal consultation to reevaluate. But then, secondly, you can talk to them about their hair and you can showcase these are the new products we have about hair, and it's an intimate conversation, not just oh yeah, I saw some of that stuff on social media, I saw that email about it. That all reinforces it, don't get me wrong.
Speaker 1:So then when you do have that conversation, they're like oh yes, I heard about that, that's real. But they can ask you those specific questions about how's that gonna help me, how's it gonna help for me? This is what I need, blah-doo, blah-doo, blah-doo. But here's the other thing it does it increases the value of what you're offering them when they get a personal annual review to make sure that the transformation that they wanted is happening and to tweak for what they need now. Listen, they could be going through menopause now and they weren't when they were first your client. There's all these things that could have changed, right? I don't know anything about menopause Because you're hot, because I'm a nuts. Like life is gonna be like if they get older, oh my gosh.
Speaker 2:So yeah, it is so simple. This is gold. I know this is gold. The one thing that is screaming at me is are people scared to do this?
Speaker 1:Yes, Is this scary?
Speaker 2:Talk to people. Yes, yeah, it's like oh, now I need to spend like 30 minutes with this person.
Speaker 1:Heaven forbid, it might make a bunch more orders. And then you get more referrals. And, oh my gosh. Now, yeah, I hear you. You don't have to talk to everyone. But if you said to yourself okay, I have X amount of clients and this month I'm gonna do an annual review for 10% of them, mm-hmm, and every month you do it for 10%, yeah, it's so good.
Speaker 2:I think this is genius. I think this is a great thing to build into your business. It's giving people the personalization that Amazon can't get them, because for me, as a shopper, I get stuck because it's like I'll see this, why, like the influencers, I see them wearing it and it's like you know. It gives you that one step closer of what you should buy. But then you get it in the mail and it doesn't fit your body type and you're like, oh, I wish just someone would help me do this instead of wasting so much time buying the wrong thing.
Speaker 1:Yes, absolutely. And then it also gives an opportunity to me. If they're like, yeah, I really wanted to try that, but I'm not sure, you can say well, let me send you a sample. This is already a customer you have. Send them a freaking sample so they can try it and then you can move forward with it. But yeah, it is so easy and I don't know why we're not doing it. But shame, shame, shame. But let's start doing this. Y'all. I'm not shaming you, I'm just saying shame that we that like.
Speaker 1:This is not something that has been baked into our industry. A lot of companies have quizzes, right, and then a lot of you make custom quizzes, but the quiz is like I'm just doing that to get people in and then you're like all right, they're customer, they all have them, rely on the corporate emails, blue, and you know, I just going to trust that they're going to keep on ordering and I'll send them things. Thank you them for being a great customer, and y'all keep doing that. But if you really want to give someone that custom service, you've got to talk to them and you've got to see how things are going in their lives and see how you can make sure that what the great products you have are helping them be better in whatever way they want to be better.
Speaker 2:Yes, and I think I've said this before on the podcast. If not, if this is new to you, you guys, it is easier to make a sale on someone who already is your customer. They already trust you, they've already probably gotten a result that they wanted with the product. They know the quality of the product. Spend time there when you're like, hmm, I'm not getting sales that I want, okay, talk to your customers. Literally, is that simple?
Speaker 1:It's that simple and when you're offering to serve them, it helps. Now, a little tweak to that. If you're saying, okay, roxanne, I know you mentioned earlier, this can also work for prospecting, yeah, it totally can, rather than going in and saying, hey, I've got these products, what do you want? I'm going to put you on this page. I got another one of those recently. All those things right. How about you say, listen, wanted to touch base with you? This is what I literally. This goes back. This is where it does come back to what I'm doing with the coaching. That team is this hey, we just had a for them, we just had a wellness.
Speaker 1:I just came back from a wellness conference and at the conference we talked about, we had an expert who was talking about blah, blah, blah, fill in the blank, and it got to me thinking about the impact that blah blah blah has on our blah, blah, blah blah. I wanted to just check in with you and see how you were doing. Are you getting, are you having any of these symptoms, or are you like almost like a wellness check, depending on what you walk, what you saw? Just wanted to check in with you and see if you wanted to touch base more about some of those blah blah blah symptoms and what, what, some things that you might be able to do to solve it.
Speaker 1:That is you talking about helping them, as opposed to you saying buy my products. And when you do that and when they say yes, by the way. So with my client, went through this with her before we said, okay, do this, she did it within I don't know few minutes of sending out four messages. She got one appointment I just booked one saying yes, I want to talk, can we talk in two weeks? And then two she hadn't heard from. So that's a 50% conversion by which, by the way, is good. If you're wondering if that's good, that's excellent. Sending out four messages, she got two yes, let's talk about this more. Yes, and why did she? Because she led with I want to help you. I'm checking in on how you're doing regarding this issue and here's why. And can we talk?
Speaker 2:Like what's in it for you.
Speaker 1:No exactly the customer, but I do want to remind you once you do have that conversation, because then you get those. You're like, yes, and it's like, oh shit, I have to talk to that person Again. You do, but here's the thing You're going to be listening, you're not. Maybe that makes you feel better. You're not talking to your customers, you're not talking to your prospects. You're listening to them and maybe that would be. You're literally asking them a question and letting them just give you the information, and then you ask them another question and you can get very specific about, like, the questions that you need to know from them so that you can get the information that you need, so that you can actually give them a recommendation about being. Here's my recommendation on how to help you with XYZ.
Speaker 2:Yeah, I like that. That can go far in your guys' sales. So it's like I challenge you guys to do that this week. A who can you do it and it will review with. Or maybe, like you've never done a consultation, maybe it's like, hey, we've been together now You've been using the products for six months. I would love to now do another consultation, or a first consultation even.
Speaker 1:Yes. Also, I would say this If you're super nervous about listening not talking to you, but listening about do it, practice it. Practice it with the front. Can you like? Literally just practice with? Like this is I'm really, I'm worried about this, I'm nervous about this. Can we do this together? Can you just be my person?
Speaker 2:Mm-hmm. Practice with your team. Practice with someone who maybe knows nothing about products your sister, your cousin, your sister, cousin, Sister. What is that? I don't know.
Speaker 1:Oh, I love it. All right, that's what I have for you. Enjoy that nugget of genius and as your volume grows, please let us know Atrox talks. Message us on the gram. We'd love to hear it, the gram.
Speaker 2:We love. Okay, do we have time for a quick behind the scenes? Yeah, let's do it. Okay, behind the scenes. You guys, you need to know I'm getting red of my red hair tomorrow. What, let's go in, bye-bye, you're going purple. You'll have to see.
Speaker 1:Oh, I get red nails. She says bye-bye-bye-bye to red and we cannot wait to see In a few weeks. We'll see it on the YouTube channel.
Speaker 2:Exactly, exactly. So stay tuned or just watch. I mean by the time you probably watching my reels on the Graham, so you'll know by then. But I'm so excited, it's a big change.
Speaker 1:I think, found a new hairstyle. Of course, she moved, so that's exciting.
Speaker 2:Whole story.
Speaker 1:I'll tell you guys next time, Lordy lordy, lordy, my behind the scenes is we're moving, you're just going to drop that bomb right now.
Speaker 2:I am All right. Stay tuned for next week and we'll tell you more. Take care. Thanks for listening to another episode of Rock's Talks. We would love for you to help us get this message out to other network marketers. If you could follow rate review wherever you are listening to this episode, we would greatly appreciate it. And hey, if this episode speaks to you directly, take a screenshot of you listening on your device and post it on Instagram Stories. Be sure to tag us over at Rock's Talks.
Speaker 1:Always remember you're not ahead, you're not behind, you're exactly where you're supposed to be and we'll see you next week for another episode of Rock's Talks MUSIC PLAYING.