Customer Service
Let's Review the Customer Service Basics
New Clients Get:
3 day, 3 week follow up calls
"Thank you for your time" postcard
Put onto customer list on InTouch
Possibly Gift Certificate for being a practice face (Remember it takes 5 times as much to attract a new customer as it does to retain one!)
Possibly a Gift Certificate for helping you with a Career Chat
YOUR TIME!!!
Preferred Customers Get:
Quarterly Catalog Mailings (PCP Program!!!)
Quarterly Check-Up Calls
Special Delivery of Product: goodie or gift with purchase, written note on the sales ticket, thank you card, samples, candy
Birthday Card, perhaps with a 10% off coupon to be used in their birthday month
Christmas Card
Here is a tag to put on your Gift With Purchase so your customers know it's a GIFT!: Gift With Purchase Tag
Here are some additional documents to put in customer reorder bags or postcards to mail:
When to Clean Out your Makeup Bookmark
Thank you for your Order postcard
Customer Service Follow-Up Call Script
3 Day Follow-Up Script:
Hi Susie, this is __________ with Mary Kay. I just wanted to call and say thank you for sharing your time with me the other day! I really enjoyed getting to know you and I had a great time. I’m just doing a little check-up call to make sure that everything is working well for you and that you don’t have any questions about anything. I know that you are super busy, so if you’re happy, don’t even worry about calling me back (although I would love to hear from you). But if you have any questions or concerns at all, please call me right away! You can reach me at _____________. Thanks, and have a great day!
3 Week Follow-Up Script:
Hi Susie, this is __________ with Mary Kay. I’m just doing my little check-up call to see how your skin is (or how you are liking your colors, etc)! I don’t want to bother you, but I did want to make sure that everything is working well for you. I know that you are super busy, so if you’re happy, don’t even worry about calling me back (although I would love to hear from you). But if you have any questions or concerns at all, please call me right away! You can reach me at _____________. Thanks, and have a great day!
3 Month / Quarterly Check-Up Script:
If you put all of your customers on the PCP List, then you can simply call when the new catalog comes out. It’s OK if it’s off by a month at first, if you do your 3-day and 3-week calls then you will have a good relationship established!
Hi Susie, this is ____________ with Mary Kay! I’m just doing my quarterly check-up call with all my favorite customers to see how your skin is doing and if you need a re-fill on anything. I also wanted to make sure that you got the catalog in the mail—you should have gotten it in the last week or so. If you have any questions on the new products, just let me know. We can meet in person anytime or I can send you some samples. I hope you’re doing great! You can reach me at _________ if you need anything. Have a great day!