HOW TO FOLLOW UP WITH NEW CUSTOMERS
This training provides you with specific follow-up steps to build strong trusting relationships with your customers. There are also sample messages you can personalize to make your job easier. Once you sponsor new customers with Shakeology® Home Direct (HD) or a Beachbody® Challenge Pack you should move them from your Contact List to your Customer Follow-Up Tracker. This tracker will help you stay connected and provide excellent Customer Service. You can also use the Customer Follow-Up Tracker with your Coaches who are not yet ready to build their business to help stay engaged and supportive until they become an active business builder.
WHAT TO EXPECT:
In this document you’ll find sample messages and tips to help you complete each step of the process, which includes:
Step 1: Notify your customer that their order has shipped.
Step 2: Follow Up within 24-48 hours after order is received to reinforce importance of drinking Shakeology.
Step 3: Follow Up after first week to see how they like Shakeology.
Step 4: Follow Up after second week and send Shakeology reinforcement video.
Step 5: Follow up one week before HD order reships to confirm flavor and remind of credit card being charged.
Step 6: Follow up every month to offer support, answer questions, etc.
STEP ONE: ORDER HAS SHIPPED
Track your new customers’ orders from when their orders ship. You can view tracking information using the “Customer Orders” report located under “My Orders” > “My Business” menu of the Coach Online Office. When you have confirmation the orders have shipped, be sure to reach out with a text, email, social media message, or phone call letting them know their orders are on their way. Fill in the day of the month your customers placed their orders on your Customer Follow-Up Tracker so you can follow up with them each month before their subsequent HD orders are processed.
STEP TWO: WITHIN 24 TO 48 HOURS AFTER ORDER HAS ARRIVED
Within 24 to 48 hours after their order has arrived follow up to reinforce the importance of drinking Shakeology every day, and following the recipes to make sure they have a great experience.
Hi (Name), just saw your order arrived; don’t forget to follow the directions I sent for making your Shakeology. Have you decided if you are going to drink it for breakfast or lunch? Make sure to keep an eye out for the invite to join our private Facebook Challenge Group; I’ll send it out later today.
STEP THREE: END OF THEIR FIRST WEEK
Follow up with your customers at the end of their first week to find out if they tried Shakeology and how they like it. This is a critical follow-up step, because if they are not satisfied, you’ll want to find out why and resolve any issues.
Remember, if your customers are having issues with Shakeology, the best way to resolve them is to ask questions. It’s important to understand exactly what the issues are so you can address them appropriately. It could be how they mixed it, or perhaps they didn’t follow the recipe and just made it with water. Or they don’t like a particular flavor. If they purchased the 24 multi- flavor packs encourage them to try another flavor with your favorite recipes until they find one they really like.
If they are having any other issues, refer to the Shakeology FAQ for answers.
STEP FOUR: END OF THEIR SECOND WEEK
At the end of their second week it’s the perfect time to follow up and reinforce the benefits they are experiencing by sending them a Shakeology video. In addition, you’ll be giving them a tool they can use to share with others when they are talking about the great results they are getting from Shakeology.
STEP FIVE: ONE WEEK BEFORE THEIR NEXT HOME DIRECT ORDER IS PROCESSED
Connect with your customers one week before their second Shakeology HD order is processed, which occurs on the same day each month. For example, if their original order was on April 8th, their second HD order will go through on May 8th, therefore you’d contact them by May 1st.
We’ve learned from our most successful Coaches that this is an important and timely communication. It helps remind your customers that their credit cards are going to be charged and it’s the perfect opportunity for them to make a change if they decide they want to try another flavor.
STEP SIX: ONGOING MONTHLY FOLLOW UP
Ongoing communication and follow up is important to not only retain your customers, but also to make sure they stay on the path of achieving their goals. Here are a few examples of how you can follow up each month to keep your conversation alive and continue building a solid trusting relationship.
By following up every month you’ll be able to find out what’s working for them, offer additional products or programs to support their goals, present the Coach Opportunity when you feel they are ready to join your team as a Coach.
The Customer to Coach Guide is a resource to help determine if your customers are ready to become Coaches. In addition, if you notice that one of your Challenge Group customer’s participation is dropping off, make sure to follow up with them right away. Ask questions to find out what’s going on and let them know how much they are missed. Help them get reengaged and working toward their goals.
NON-CHALLENGE GROUP MEMBER: ENGAGEMENT AND FOLLOW UP
For customers who aren’t already in one of your Challenge Groups, make sure to invite them to join one of your other Facebook groups to help keep them connected and excited about their health and fitness journey. The value in these groups is not only that they’re free; it’s the relationships, advice, and support that members provide each other. Here are a few examples of groups that Coaches are creating to offer ongoing support to their customers.
Regardless of whether your customer joins one of your Facebook groups, your job is to continually offer excellent Customer Service by staying consistently engaged in their health journey. Follow-up not only keeps your customers engaged in their programs, it builds trust, develops loyalty, and increases referrals. It’s also the best way to help your customer see the opportunity to pay it forward and become a Coach on your Team.