By Terrel Transtrum, Founder of LaunchSmart™
Golden opportunities abound for conveying value and enhancing the experience of reps and customers. When value is the primary focus, great things will happen. And retention will go up. Listed below are some of the opportunities to convey value that you should train your teams to watch for, building a culture of support and positive momentum as you help them to become experts at conveying value.
Enhancements or changes in your company’s compensation plan present opportunities to highlight the features and true benefits of the changes as well as those features and benefits that already exist.
New enrollments provide some of the most positive opportunities to convey value of products, special promotions, value packs, upcoming conventions (remember, we’re talking about knowing the value propositions for these and conveying the value as we help them to make good decisions).
Requests to cancel an order or discontinue participation in an autoship or standing order program.
Loss of a key field leader or highly visible corporate officer presents the opportunity to emphasize the key features and benefits of your company’s long-term vision, commitment to building loyalty, respecting change and embracing diversity.
Discontinuing a key product presents the opportunity to emphasize the company’s commitment to ongoing product research and development.
The surest path to increased retention is simple: build a value-driven company that builds lasting value for the field reps and customers, and become proficient in conveying that value in everything that you do.
(The content of this article is extracted from ServiceQuest® RetentionSmarts™ Modules. For more information on RetentionSmarts™ training and mentoring systems, contact a member of the LaunchSmart Team.)