7 Hacks To Nurture Commitment With Your team (wait to read about hack #6)If you understand customer service, you know that you need at least 7 five times energy more to gain a new member than it does to keep one. Of course, you always need more customer to offset your team’s attrition. So, with the time, effort and resources that you need to gain one more person on your team, it is more prudent to foster loyalty.
One of the main benefits of nurturing your team is that their commitment will significantly decrease the time and money required to acquire new members. The upside is that your team will do all the hard work for you -only if you have a large and strong team.
But fighting attrition (or keeping your time engaged in plain English) also require a lot of commitment and strategies on your part. You will need effort, expenses, and fundamental changes to the way your business operates. All of it, however, will be of great benefit for your members and your Essential Oils business.
So how do you foster this commitment in your team, here are the 7 best hacks!
1. Use their name
Whenever you can, address them using their name. It will make them feel special.
Whether they are long term and/or regular customers, you should use and know their name. If you don’t, or you forgot, just ask again. Not only that will provide you with opportunities down the track, but it will show them that you consider them, not just as essential oils members, but especially as a person in their own right.
2. They are special, so treat them like VIP!
Speaking of feeling special, introduce them to a program that makes them feel special. Reward them with essential oils, inhalers, marketing material, diffusers, This may be similar to the special offers and discounts big box retailers often have, but make yours more exclusive, with more incentive.
You may even introduce two-tier loyalty program; one for new customers, and one for those who are regulars.
Use emails instead of Facebook posts to send them invitations or specials no one else has access to. Take it one step further and send them birthday cards (if you have their birthdate), or other special occasions cards.
3. Thank them for their loyalty
Sending a thank-you-card, or special thank you gift “just because” is incredibly powerful. Again a gift might be an Essential Oil from the starter kit, a diffuser or any marketing material. A marketing material like a pack of flyers, for example, will show them that you support them in growing their Essential Oils business. Randomly select a member, or group of members, to show your gratitude.
How you do this is up to you and your business. What is important is that you think outside the box, and be genuinely grateful.
4. Provide sincere customer serviceWith the apparition of automation, a dramatic decrease in customer service have left a lot of people angry to talk to a computer. So, providing a superior customer service is not going to be super hard. You don’t need to be an excessively expensive, high class, snooty team leader to give superior customer service.
What is important here is that you really need to serve your team; smile, be respectful, be accessible, be helpful and as much as possible try to anticipate their needs. Rid yourself and your essential oils business of meaningless platitudes, and provide your team with lots of value.
Ask them questions, find out what they really want.
5. Communicate – often
Regular contact with your team members keeps you front of their mind, but also shows you care about them. Using some of the tactics already mentioned; sending thank you and birthday cards, introducing exclusive loyalty programs, etc., is just part of it.
Let them know about sales or offers before they’re made public, send them regular newsletters or updates, and even include some personal information, to help them get to know you and grow their business.
Communicating on a personal level helps to strengthen connections and relationships – and member commitment.
6. Make Essential Oils your culture
Growing your team or providing superior customer service need to be more than a goal or an image on a poster on the office wall. Make it a core value of your Essential Oils business. You need to live, breathe and smell essential oils all the time.
The goal is to make essential oils part of the culture of your business, and as common as unlocking the door in the mornings, and the phrase you use to answer the phones during the day. Superior customer service isn’t a “thing” that has to be accomplished during the day; it’s just something you need to do at a subconscious level.
7. Foster commitment to your members
While you’re looking after new members, make sure you don’t neglect the rest of your team, especially your primal team. Your strongest members have the capacity to make or break your essential oils business, and, as far as the customer is concerned, your team is your business.
Although helping them grow well seems to be the most obvious way to keep them, it’s not everything. Recognizing and rewarding them for good marketing, and providing them with the marketing tools (Flyers, banners, business cards, make-n-take invitations) they need to do their job well, goes a long way.
Including them in creating the culture and values of your essential oils business, and listening to their feedback gives them an element of ownership. This, alone, can create team loyalty, and a desire to serve new members.
Ultimately, it is your team that has to go you to where you are now. Let them know how much you appreciate them for it, and they’ll take you places you possibly never considered going.