Naturally Fabulash

CUSTOMER SERVICE & SUPPORT

 

 

 

 

What to do after someone makes a purchase? 

The FIRST thing you'll want to do is send a quick msg when you have someone orders. I tell them thank you for their order and I have the link to my facebook page for them to like. Then I attach a photo of the TIPS for the 3D lashes. Lately I've also been attaching a video that shows how to apply it and that seems to REALLY help. I'll also have a link to my fb page or any other place I want them to check out. 

And then Nichole Smith gave me this tip and I've done this.. I try to mail out a personal card to each person that orders. This month I'm behind - that's actually on my list for tomorrow. I send a thank you and a pigment sample. On my card I also mention hosting and joining as a presenter. I feel like it's helped me to have customers come and approach me about hosting or joining. If I'm on top of things my customers will sometimes get the card before they even get their order. 

If you mail out something right away you may not need to msg them.. but with a msg you can send a link to your facebook page or suggest they add you as a friend ... which is harder to do from a card. 

And then after my customers get the product I usually ask them what they think and if they'll share a photo of their results. Then you can ask "have you ever thought about selling? (or joining? ).

The key is to start building a relationship with the client. If you don't msg/mail anything you are losing out on lots of potential. But if you reach out and ask about the product and help them if they need some extra tips.. they will be much more likely to contact you about hosting, referring or joining. 

HOW TO HANDLE ISSUES WITH PRODUCTS
First, always ask them how they are using the product versus just coming right out and telling them how to use it.  Why?  If you tell them what to do they will most likely say, "yes, I was doing that".  BUT, if you ask them to describe how they applied the product or how they used it you'll be able to hear more in detail about the actual steps they took. 

Then help with troubleshooting.  Offer suggestions, send tips, send links to youtube videos that show application process.  I have a small number of my customers that this step applies to.. but if you have an unhappy customer don't just give up and say "i'm sorry - oh well".  See what you can do to help offer a solution.   If the issue is a reaction to the skin, there are different ways to go about that.  First, if someone is having an allergic reaction, my advice will always be to stop the products or try to isolate to decipher which product is the cause (or which ingredient).  If it's just an irritation, it maybe improper application.. however I won't tell a person that insists it's an allergic reaction that it isn't.  

If they want to return the product you can first offer to exchange it for something else.   I always do that first -- simply because I'd love for them to find one of our products to have a good experience with, rather than have a negative experience and never come back to try any products ever again.  But, if they really want a refund, follow the return policy on the website.