I love this post from the Dolce Mia Sales Rep Forum because it gets to the heart of Dolce Mia’s commitment to helping our reps build strong, enduring businesses for themselves through personal, old-fashioned customer service.
I wanted to share a recent experience I had with a customer. I was at an evening event and this customer purchased several gift baskets from me for gifts and one hand sanitizer for herself. We had a nice chat and then off she went. Later that night she emailed me to inform me I had forgotten to give her the hand sanitizer in her bag.
Oops. I felt really bad and rather stupid, as I had never done that before. I was very apologetic, and she kindly asked if I could ship it to her or else could we meet up halfway. I told her I was doing an event the next day and wondered if it was convenient for her to meet me at that event instead? She said she would be in the area near my event and that worked out great for her.
At the event she found my table and after apologizing profusely again, I gave her the hand sanitizer. Also for her trouble I offered her a complimentary travel size lotion of her choice. She seemed very happy to get some free product!
Remembering that she had purchased gifts from me but not much for herself, I subtlety suggested that perhaps she wanted to get something for herself so she could enjoy some of the nice products for herself. She immediately agreed and proceeded to purchase a full size lotion from me!
So, I just wanted everyone to know that you can take every opportunity (good or bad) and sometimes turn it into more business. What started out as a mistake turned into another sale for me. Also, whenever possible, try to see your customers in person. If I had shipped her the sanitizer I definitely wouldn’t have gotten another sale. It was the personal interaction that sealed the deal. So, I’ve found that with good service and relationships you can turn any customer into a potential life long customer….