Today, I want to share my Top 10 tips for building relationships with your MLM Customers and downline. These tips are for network marketers specifically, but they would benefit any type of business owner.
I personally believe that very few network marketers really understand the importance of building “rock solid” relationships with their customers and downline, to encourage loyalty and repeat business. If they did understand it, they would do a much better job at it.
If you get nothing else out of this post, please know that it is much cheaper and easier to keep a current customer, and sell more products to them than it is to go out and find a new customer (or distributor). So many folks are so focused on recruiting new distributors and finding new customers that they forget to take care of the people already on their team. That’a big mistake.
You have to understand that network marketing is the ultimate people business. It’s a volunteer Army and if you want to increase retention and loyalty in your team, you have to focus on building a strong relationship with others. Yes, our industry is a numbers game initially, but once you recruit someone into the business it becomes a game of strategy, skills and relationships.
As I see it, there are a lot of little things you can do to improve your relationship with your MLM Customers and downline. Here is my top 10 list.
# 1 Send Out a Monthly Newsletter
Without a doubt, the best thing you can do to build relationships with your customers and team members (as I see it) is to mail out a monthly newsletter via the postal service. I am not talking about an email newsletter. I’m talking about a printed newsletter, stuffed in an envelope, with a stamp on it. Here’s a question to ask yourself. How many newsletters do you get in the mail each month from the businesses you shop at? If you’re like me, the answer is NONE. Sending out a monthly newsletter is a quick way to differentiate yourself from your competitors, to stay in touch with everyone on your team on a regular basis, to strike up repeat business and improve your relationship with others.
# 2 Create a VIP or Loyalty Program
Create a VIP Program for your best retail customers. Tell ALL of your customers about your program. Have a great rewards program. Make it easy for customers to qualify for it. Let the program give them additional specials and discounts. Make them feel special and appreciated and your cash register will ring! For example, if someone orders products from you three months in a row, send them a free gift. It doesn’t have to be anything fancy. Little things work great.
# 3 Remember Names
People love the sound of their name. It’s probably their favorite word in the universe. Do everything in your power to remember people’s names. This includes your prospects, customers and distributors. Say their name when you talk to them.
# 4 Communicate Often
If you don’t communicate often with your customers and team members, they will forget about you (and rightfully so). One great way to improve communication is to never let a week go by where you don’t communicate with them. Use a combination of communication methods such as email, direct mail, face to face, Facebook, and the telephone. The second you forget about them your competitor will steal them from you. When you communicate frequently it helps build your relationship with them.
# 5 Spend More Time and Money Marketing to Your Existing Customers Than Trying to Find New Ones
I suggest you spend at least 50% of your marketing budget (and time) to communicate with current and former customers (and team members). This is money well spent. After all, these folks already did business with you at some point or another in the past, so they already like you and know what you are all about. Send them coupons, specials, and other offers. Have a good follow up program that lets you stay in touch with them automatically. This will do wonders to improve your relationship with them.
# 6 Send a Birthday Gift and Card
Who doesn’t like a birthday gift? Send your customers a gift card on their birthday. It could be a buy one, get one coupon or $5 worth of free products. It could be a $5 Starbucks card. You want to send them something that they will appreciate AND will also help your business. Your customers will really appreciate this and it will do wonders to develop your relationship with them.
# 7 Over-Deliver with Customers Service
Another great thing you can do if you want to improve your relationship with your customers and team members is to over-deliver with customer service. Treat your customers as well as you would treat your own mother. Tell them and show them you appreciate them by your actions. Make people WANT to do business with you because they like how you make them feel when you are around them. That will really help develop the relationship.
# 8 Treat Each Person as an Individual, Not a Number
In today’s big corporation environment most people feel like a number. Finding good customer service is pretty rare. Do the little things. Stay in touch often. Educate your customers about your product line. Remember their names. Make them feel good when they are around you. The little things make all the difference.
# 9 Find Out Their Why
When it comes to your distributors (not so much your customers) find out their why for doing the business. Find out what motivates them and what their hopes and dreams are. When they are feeling down and out, remind them of their why. Send them quotes, pictures and articles from time to time that reinforce their why.
#10 Show a Genuine Interest In Each Person
One of the best things you can do with your customers and team members is show a genuine interest in them. Find out about their family, hobbies, work, pets, and dreams. Ask them questions about themselves and be a good listener. People don’t care how much you know until they know how much you care.
Final Thoughts
In summary, these are ten simple things you can do to improve the relationships you have with your MLM retail customers and downline. From my experience I’ve found that it’s much easier to keep a current customer or distributor than it is to go out and find a new one.
What are your thoughts? What do you do to improve the relationships you have with the people on your team? Leave a comment below to let me know what you think. I look forward to hearing from you.
Sincerely,
Chuck Holmes
Network Marketing Professional (21+ years)
Top Recruiter & Top Rep
mrchuckholmes@gmail.com
All of these tips seem to hit on two key factors: regular communication and adding a personal touch. Staying in regular contact keeps you fresh in customer’s minds to the point where you become the person or company they primarily think of when need that particular product and service. Adding a personal touch like remembering names sends the message that you value them and a valued customer is one that is loyal.
You can’t go wrong with regular communication and a personal touch.
These are some GREAT tips!
I love the loyalty program idea, and remembering names has always been important. I know I can’t stand it when a salesperson I have dealt with for some time cannot remember my name, and it really impresses me when a person I have never purchased from, but I have met remembers my name.
I am also very strong about over delivery on customer service. If a person has any kind of problem, we need to go overboard on fixing the problem and making sure they have no other issues.
Yes, having a loyalty program definitely helps.