Step 3. Customer Acquisition – E: Customer Retention & Follow-Up

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E. CUSTOMER RETENTION & FOLLOW-UP

Did you know that if you retain 5% of your customers and Brand Partners that it can increase your profits by 25%-95%?

Customer Retention = Customers re-rodering products every month. Depending on who they are, what program and products that have experienced, there are many ways to keep your customers happily re-ordering.

Network marketing is a relationship-first business. So it is key to stay connected to everyone you sign-up as they transform and experience Purium’s solutions.

Remember “Inquire, inspire, inform and invite ” from the “The Purum Conversation Training” in the first part of Step 3- A: How to Recruit a Customer with Tools & Scripts that Work? You can apply many of those concepts here, too!

Script: Follow-up with Customers in Month 1 of the Lifestyle Subscription

These are your VIP customers! It’s very important to have a communicative relationship with them because It’s hard work and you can be a major support in their success! Plus, you want to encourage them to stay on the program, not cancel their Month 2 or Month 3 orders and

Phone calls and text messages are the best way to communicate with your customers; the phone is a sure fire way to show you care!

Day 1

Hi <name>. Just checking in. Thanks again for your order. I’m excited to help you with your health goals. Remember when you ordered, we talked about the importance of having some quick support calls together. Let’s schedule our first one. I want to briefly review a few things and make this easy and fun for you! I know you’re excited to get started! What time works for you later today?

  • Be sure to take a Before photo!
  • Is there anyone you know who would like to do this with you? I’d love to chat with them!

Day 3

Hey <name>. We agreed to quickly chat today. After 3 days, my customers usually have a few questions – and I want to give you the answers! And if there’s anything special you want to share, I want to hear it. Today is a quick call. Remember, I want you to get the best results. When can we connect?

Day 10

Hi <name>. Wow! Day 10 of your transformation. Great job! REMEMBER: Today is a day to weigh, measure and take another photo. Trust me on this one. You’ll be super glad to have this info when you complete your program. Let’s schedule another quick call. Like last time, I can answer any questions, offer more tips, and give you some fresh kudos! Talk to you soon.

  • Did you fill out your tracker? It’s so helpful!!

Day 15

Hi <name> Congrats!!!! You’re half-way through your first month! Well done! I can’t wait to hear your news. And I just bet people are starting to notice, right? Let’s connect later today! You can fill me in. Ping me with a text and let me know when you have a few minutes. We’ll make this brief and fun.

  • Has anyone expressed interest in your transformation or curiosity in what you’re doing? I’d love to chat with you and them!

Day 30

Hi <name> You should be super proud of yourself! Day 30 of your transformation. I can’t wait to hear your results! Hey! Don’t forget: Today is another day to weigh, measure and take a photo. It’s you’re 30-day reveal! You’re going to be so excited when you see how far you’ve come! When can we connect today? I want to review your maintenance program. Let’s keep your transformation going! I can’t wait to hear from you.

  • Be sure to fill take a photo today (ideally in the same clothes and way that you took your Before photo). Can I make a side/by side photo?
  • Would you be interested in sharing your story on a zoom with a few of your friends who are interested in learning more?

Script: Follow-up with ULT Customers

Day 1

Hi <name>. Just checking in. Thanks again for your order. I’m excited to help you with your health goals. Remember when you ordered, we talked about the importance of having some quick support calls together. Let’s schedule our first one. I want to briefly review a few things and make this easy and fun for you! I know you’re excited to get started! What time works for you later today?

  • Be sure to take a Before photo!
  • Is there anyone you know who would like to do this with you? I’d love to chat with them!

Day 3

Hey <name>. We agreed to quickly chat today. After 3 days, my customers usually have a few questions – and I want to give you the answers! And if there’s anything special you want to share, I want to hear it. Today is a quick call. Remember, I want you to get the best results. When can we connect?

Day 10

Hi <name>. Wow! Day 10 of your transformation. Great job! REMEMBER: Today is a day to weigh, measure and take another photo. Trust me on this one. You’ll be super glad to have this info when you complete your program. Let’s schedule another quick call. Like last time, I can answer any questions, offer more tips, and give you some fresh kudos! Talk to you soon.

  • Lets make a plan for Day 31 and beyond: I recommend signing up for a Lifestyle Subscription to ensure creating a long-term healthy habit and maximizing your results.
  • If not, Smart Order Core 4 is a great way to maintain your base nutritional goals.

Day 15

Hi <name> Congrats!!!! You’re half-way through your first month! Well done! I can’t wait to hear your news. And I just bet people are starting to notice, right? Let’s connect later today! You can fill me in. Ping me with a text and let me know when you have a few minutes. We’ll make this brief and fun.

  • Has anyone expressed interest in your transformation or curiosity in what you’re doing? I’d love to chat with you and them!

Day 30

Hi <name> You should be super proud of yourself! Day 30 of your transformation. I can’t wait to hear your results! Hey! Don’t forget: Today is another day to weigh, measure and take a photo. It’s you’re 30-day reveal! You’re going to be so excited when you see how far you’ve come! When can we connect today? I want to review your maintenance program. Let’s keep your transformation going! I can’t wait to hear from you.

  • Be sure to fill take a photo today (ideally in the same clothes and way that you took your Before photo). Can I make a side/by side photo?

Do you or your customers have questions?

It’s normal to have lots of questions that need answers (either from your customers, Brand Partners or yourself)! Don’t worry, no need to have all the information memorized!

Leslie Zann’s Best Practices for Customer Service Protocol (CSP)

NOTE: This tool is outdated because it was created before the Lifestyle Subscription. However, there are amazing tips, strategies and tools in the training.

Our customers are purchasing from you. Following up with them to talk about their progress and answer any questions or concerns will grant them a better experience with the products.

This may be as simple as picking a few of the following:

  • Let them know the tracking number when it is available.
  • Invite them to take before pictures.
  • Contact them when they get their order and open the box with them on the phone, FaceTime or Zoom and make sure they are consuming the products and know how to do so.
  • Check in with them after a few days on the products.

This is simple curtesy for your customers.

For best practices see the video and practice below. It was made before we had the 90-day ULT plan, so there may be some references that do not apply if you have customers on that program. The practice Leslie lays out can also be extended into a 90-day plan.

DOWNLOAD WORKSHEETS (1 Per Customer)

Summary

Worksheets

Before & After Instructions

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