Customer Service Organization
I’m so pleased with the File It system that I recently purchased at Leadership conference. I’ve seen it for years at the vendors at Seminar, but never took the time to really look at it, until this year. Besides, I thought…I have Blvd! But, I wasn’t using the date book in Blvd like it was intended. When the software program was closed, it was out of sight, out of mind! I need something in my face to remind me to make my customer service calls.
I’m committed to calling my customers each time they get some products, two days after they buy it, to see if they are happy with it, if I got the order right, etc (if I mailed it, did they get it?). Just a courtesy call. Then, Mary Kay always taught us to call two weeks later if she was a new customer, or a customer on a new product, to see how they are doing with their new products. Another courtesy call. And then, we are to call them every two months. However, some ladies have said on their profile card that they want to be contacted monthly, and some say every three months. So, I needed a system that could easily track all of that!
This system is inexpensive, yet very functional!! It is designed the size of our profile cards. In the picture below, the top card is a folded card (with the name and number sticking up higher in the back) that holds the profile card and all of her sales tickets (that way you have a record of all she purchased and when). I will still keep that info on my blvd computer program, rather than using a hard copy ticket, but it would be easy to drop the hard copy right into this little folder.
The next picture is the 2nd card, which is the customer contact record. I have to keep good notes with each contact because I forget what I said in the previous call. If she mentions a vacation, make note of it so you can ask her about it next time. That's how you build a friendship.
This card will help you keep track of the calls you make to your customers, and when the next call is due! File the Customer Contact Record in the daily or month tab dividers. For example: You had an appointment with Jane today. Fill out a Customer Contact Record and file it for the date in two days to make the courtesy call. Then move it two weeks from today. In two weeks, you will make your follow-up call and record the results on the card. Then re-file the card in the month divider for two months from now so you'll remember to call her in two months! At the beginning of each month, pull all of that month's Contact Records and divide them out among the daily dividers. Using this method, you are not overwhelmed with the number of calls you need to make, and it doesn't pile up on you. You are only making the calls filed under today's date! You can also file the Contact Record by the customer's birthday, anniversary or other special occasion date if this falls between regular follow-up calls. With a quick glance at your card, you can quickly see where you want to re-file for the next follow-up call. Before filing, you might want to tag it "birthday" with a sticky-note or paper clip.
There are class record sheets and six most important things sheets. They all move through the daily (1-31) tabs and the monthly tabs. There are complete directions and it works slick!!
Starter Kit Contents:
50 Customer History Folders 50 Customer Contact Records 25 Warm Chatter Contact Records 25 Class Information Records25 Team Building Records 60 6 Most Important Things List Specially-sized Divider Cards and Tabs--January-December; Daily 1-31, and A-ZComplete InstructionsI also got the black “to go tote” but you can use a shoe box! The system is priced at $36.99 and can be ordered at http://www.fileit-pro.com/categories/Mary-Kay/Business-Management-System-for-Mary-Kay.