Customer Care Calls:
Customer Care Calls are the easiest way to build customer loyalty and increase your sales each month.  If your customers are using their stamps, they are an advocate for your business.  They will give that Thank You card to someone who will note that it is hand-made.   Thus begins a conversation about the fun and ease of rubber stamping. Customer care calls don't have to take a lot of time.  Watch your business grow with the effort of just 15 minutes a day.  Set aside 15 minutes each day to call as many customers as you can during this time.  Don't stop until you have spent 15 minutes on this task.

Call to make sure your customers received their product, that they're happy with their product, answer any questions, and remind them of any upcoming holidays or gift-giving opportunities.  Let them know the current specials and offers for having a workshop, and thank them again for their order!   Script

Call your customers again a couple months after they placed their order to find out if they need more, inform them of the current specials, and ask if they know anyone who might be interested in hosting a workshop. Script

Follow up with Hotesses from previous workshops soon after their order has arrived.  Make sure the orders were distributed to her guests.  Find out if anyone expressed interest in hosting a Stampin' Up! workshop when she delivered the orders.  Script

Follow up with customers who have expressed an interest in hosting a Stampin' Up! workshop.    Script
 

Script for a Customer Care Call:
"Hi, Susie. This is (your name) your Stampin' Up! Demonstrator. I met you at a (original hostess)'s Stampin' Up! workshop (or where ever you met them).  Is now a good time to talk?  I wanted to call to find out how you are enjoying your Stampin' Up! product.  Can I answer any questions?" Answer their questions.  Inform them of the current specials.  Don't forget to ask, "Do you know anyone who would be interested in hosting a Stampin' Up! workshop, learning new stamping techniques, and receiving free product?  Thank you again for placing an order with me."

It is so easy for customers to NOT mount the stamps and never use them.  If you discover your customer has not mounted or used their product, you need to encourage them to do so.  "You need to take them out of the bag and get those stamp mounted!", give them tips for mounting their stamps.  "I want you to mount them and make up a (birthday/thank you/congratulations) card this weekend.  I'm going to call you next week to find out how it went."  or, "I'm having a Stamp and Scrap night on Friday.  Why don't you come?  I can help you get your stamps mounted and get started with your project".  It is helpful if you have made notes about why they ordered what they ordered, then you can encourage them to use their product as they intended.  If you encourage your customers to use their products, they can be an advocate for your business.

Follow up the phone call with a short hand-written note (right up our alley!) saying, "It was so nice to talk to you, Susie. I hope to see you soon at another Stampin' Up! workshop" Or, "Dear Susie, It was great to talk to you. I hope you'll consider having a Stampin' Up! workshop and letting your friends take advantage of the great specials we are offering right now!"  Have a stack of these postcards already made up so you just have to fill in the name and address them to send them on their way in a timely manner.  We make stacks of swaps for convention, why not make stacks of cards to build your business!

If you get an answering machine:
Place three messages on their machine if you are unable to contact your customers.  This shows good follow-up on your part, and it also lets the person know that you remember them.

"Hi, Susie. This is (your name), your Stampin' Up! Demonstrator.  I'm sorry I missed you.  I'll call back on (new day/time). Or, if it is more convenient for you, you can reach me at (your phone number).  I look forward to speaking with you.  Have a wonderful (day, evening, weekend)."

By doing that, you've let them know to expect another call, so they won't feel like you're pestering (or "bugging") them. If you haven't heard back, place another call (at a different time of day than the first call was placed).

If you get the answering machine again, say, "Hi, Susie. This is (your name), your Stampin' Up! Demonstrator. I promised that I'd give you another courtesy call.  I'm sorry I missed you.  I'm calling to find out how you are enjoying your product and if you have any questions.  We also have some new items in our Spring Mini Catalog (Idea Book and Catalog/Special for the month). I'll call back on (new day/time). Or, if it is more convenient for you, you can reach me at (your phone number). Feel free to leave a message letting me know the best time to reach you, or an alternate number at work.  I look forward to speaking with you.

If she has not called back within the next couple of days, leave a third and final message, which will put the "ball in her court," so to speak.

"Hi, Susie. This is (your name). I've tried several times to reach you and haven't received a call back. I would still love to help you with any of your Stampin' needs and will keep you on my mailing list for any upcoming specials. Thank you for your order.  Have a great day!"

Put a note on your calendar to follow up within a month or so with a nice note or new brochure or catalog.

Customer Care and Re-orders:
Follow up with customers a few months down the road.  Find out how you can service them.   We think our customers will call us if they need something, but in fact most of our customers do not have our phone number.  We need to call them before they run out of supplies.  If our customers do run out, they will run out to a local store and pick up what they need.  If we call them before they run out, they will have what they need, when they need it.   File your customers according to their purchases.  Know their favorite items, colors.  Contact customers when their favorite items are on special.

If it has been a while since you met them:
Contact everyone who has been a customer or attended one of your workshops. Give them each a call and say, "Hi, Susie. This is (your name) from Stampin' Up!. I met you at a workshop last fall (or where ever you met them).  Is now a good time to talk?  How are you doing?  Listen to their answer.  "I  wanted to call to let you know about the new items in our Spring Mini Catalog (Memories Catalog/Idea Book and Catalog/Special for the month)" Or, "Is there any Stampin' supplies you need at this time?  Do you need more Ultrasmooth White cardstock (or any consumable or favorite item)?  "Do you know anyone who would be interested in hosting a Stampin' Up! workshop, learning new stamping techniques, and receiving free product?  Thank you again for placing an order with me."

Hostess Follow-up Calls:
You need to follow up with your previous hotesses.  Call them about a week after they receive their order.  Find out if the order arrived safely.  Did everyone receive their order?  What did the people who placed an outside order think?  They weren't able to attend the workshop, but maybe they want to host a workshop of their own.  Was there anyone who mentioned hosting a workshop since you last spoke with your hostess?

"Hi, Patty. This is (your name) from Stampin' Up!. I wanted to check in with you about your workshop order.    Is now a good time to talk?  Did everything arrive?  Were your guests pleased with their products?   Can I answer any questions?  Has anyone mentioned interest in hosting their own workshop, learning some new techniques, and receiving free product? I can still give you a booking gift.

Potential Hostess Call:
"Hi, Mary. This is (your name). I met you at (original hostess)'s Stampin' Up! workshop last Thursday (or when and where ever you met them), and at that time you said you'd like to have a weekend (or week night) workshop. I promised I'd give you a call to secure a date for your workshop.

If you get an answering machine:
This shows good follow-up on your part, and it also lets the person know that you remember them and that you are making good on your promise that you would call them to get a date for their show (or whatever reason you called).

The message could go something like this: "Hi, Mary. This is (your name). I met you at (original hostess)'s workshop last Thursday, and at that time you said you'd like to have a weekend (or week night) workshop. I promised I'd give you a call to secure a date for your workshop, so please give me a call at _____, or please leave a message letting me know the best time to reach you, or an alternate number at work. If I don't hear from you, I'll give you a call within the next couple of days. Have a wonderful (day, evening, weekend)."

By doing that, you've let them know to expect another call, so they won't feel like you're pestering (or "bugging") them. If you haven't heard back within a couple of days, place another call (at a different time of day than the first call was placed).

If you get the answering machine again, say, "Hi, Mary. This is (your name). I promised that I'd give you another courtesy call. You wanted to date a Stampin' Up! workshop, so I was following up to get a date that will work best for you. I have Wednesday the 10th, and Tuesday the 16th open. Which is best for you? Please give me a call, so I can reserve that date for you and we can get your invitations in the mail. I'll look forward to hearing from you."

If she has not called back within the next couple of days, leave a third and final message, which will put the "ball in her court," so to speak.

"Hi, Mary. This is (your name). I've tried several times to reach you but haven't received a call back. I would still love to do a workshop for you and will keep you on my mailing list for any upcoming hostess and customer specials.  Have a great day!"

Put a note on your calendar to follow up within a month or so with a nice note or new brochure or catalog.
 
 

Any time you leave a message, always leave info how they can get a hold of you.  "Give me a call back on Tuesday, the 5th at 9:00 a.m. I've blocked that time for you. If this doesn't work for you, please give me a call to reschedule and leave a message with at least two alternate dates and times for us to talk."