Letting go of life as we know it ...

Wednesday, May 07, 2008  by Susan Julien-Willson
Category: selling, Ribbon, retailing, buying, advertising, business, Artistry, Nutrilite, consumer, sales customers

I've been thinking about how I need to let go of my old job responsibilities and embrace my new role. It's not easy to walk away from a warm, familiar, accepting environment into unknown, unchartered territory. For the most part, I like the unknown--it's full of challenge and discovery. But it's bumpy! And I tend to trip once 'n awhile. And on some days, I've been guilty of running back to that familiar welcoming land as soon as someone implies I am trespassing in forbidden territory... like I did yesterday --except I hit the "you can't go back home again just because you want to" point this morning. I realized I can't go back, I can't stay in the middle, and I'm rarin' to move ahead.

In case you missed my earlier post on my new position ... I am now the Consumer-facing Communications Portfolio Manager. I refer to it in writing as C-F CPM or just CFCPM. (I'm big on acronyms in email.) So, first thing this morning, I wrote a couple goodbye and good luck notes, declined a few meetings and accepted some others that are pertinent to my new position. It's time to focus on customers ... your customers now and in the future. It's time to create communications for you to share with customers and potential customers. So, we're thinking about what you need as IBOs to sell products to consumers. (Seems I should ask you!)

What would you like in Health, Beauty, and Ribbon to help you sell to customers? What leave-behinds? What follow-up pieces? Samplers? Emails? What about cross-sell vehicles?

Share your thoughts and suggestions. Please!

 P.S. You know how I love quotes! Here's one that is in tune with my thoughts and feelings today and also fits how things are changing in the business world and with the way we do business:

"We must be willing to let go of the life we have planned,
so as to accept the life that is waiting for us."
                                              --Joseph Campbell 

 

 

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Comments

# e.rod. said on May 7, 2008 6:28 PM:

hi sue,

sorry i've been MIA, but i had a baby this past march and so you know how that is. anyway, congratulations on your new position! i'm glad ur working on this because u have been so great listening to our ideas on the OZ. i will give ur question some thought since there are so many ideas that i've had in the past. for now, i just want to suggest that the personal website be updated so that the user interface is in line with the newly built quixtar site. also, would it be possible to add ditto delivery as an ordering option in checkout so that we can service our clients with an auto-ship program that they can manage themselves. one other thing - i've received my new Home and More catalog, but never received the newly revamped Health and Beauty Choices in my polybag. was that sent out to all IBOs? is it coming late? my advanced order came before i ever received anything from the corp. ok, will post more later.

# Ben said on May 7, 2008 6:34 PM:

Susan,

First of all, I hope you're not leaving the oppzone! Secondly, congrats on the new position, I know you'll be a great addition there.

I would like to see more emails similar to the Ribbon Retailer but focused on how the customer could use and benefit from Ribbon albums. Perhaps one tailored for Mother's Day  or other holidays.

Thanks!

# Utah said on May 7, 2008 6:34 PM:

Congrats for your new job.

I do have a question or request. Last September, the Opportunity Zone asked for comments about the stumble-in customer leads policy and the potential of changing it. Would you post what it was and what it was recently changed to?

The IBOAI has announced a new leads policy, but their moderator seems to have forgotten what it used to be. A clarification would be very helpful.

I went to look at the May Amagram, but the online .pdf file for it is corrupted. I have not found an announcement from the Corporation.

Thanks.

# rdknyvr said on May 7, 2008 9:15 PM:

Susan, does "Health" include Gensona and Personalized Health?

# Joseph Montelepre said on May 7, 2008 11:08 PM:

Susan, I've enjoyed your words and your work.  Congratulations on starting a new chapter and you're right...leaving the comfort zone and embracing the change, and the surprises and challenges of the journey, is what we help new IBO's do in the field all the time.  And that's what makes this business so wonderful for everyone's personal growth.  So thanks and enjoy!

# Susan Julien-Willson said on May 8, 2008 7:37 AM:

One of life's simplest and best pleasures for me is coming in to the office in the a.m. and checking my blog for comments. I LOVE it when I hear from our IBOs. Thank you. I appreciate the good wishes ... and BE ASSURED, I am NOT LEAVING the OppZone. Beth supports me in staying with Sales Speak, so please keep commenting and sharing ideas on selling to customers. Utah--I have to do some research and will get back to you. Rdknyvr--Health includes Personalized Health/Gensona-yes!,e.Rod, congrats on the baby and good to hear from you. Funny, I was thinking about you on Monday and wondering if all was well. Bridgett, could you elaborate on your ideas? We'd welcome more specifics. Please keep sharing and please don't hesitate to "talk" to each other in your comments. sjw

# CJ said on May 8, 2008 10:55 AM:

First of all, congrats E.Rod!!!!

Piggybacking onto Bridgett, E.rod, and Ben's comments-I completely concur. I think what it boils down to is that one of the things that the corporation could do is "give away" our contact information-LOL!

1) Update the IBO websites to include our personal contact information or at least give the IBO the option to turn that function on. Bridgett is right, it is supposed to be our OWN business, and at the same time we do have to abide by the rules and regulations, but something should be done to put the IBO in a better marketing position along with the corporation. I especially like Bridgett's idea of putting our information/business name on all client correspondance, especially products shipped to the customer from the corporation. I know we have all seen the late night commerical for SMC. They allow for all items drop-shipped/delivered to a client to have the agents name/business on the invoice, etc, instead of SMC's name. That really sends a strong message to a client that could possibly turn them into an IBO and also something we can promote to a potential IBO so they can get an even better feel of ownership of their business.

2) Ribbon-A DVD version of the CD (yes, I'll keep putting in my request for this-LOL).

3)Ribbon Retailer-I love Ben's comment about how it could focus on how customers use the gifts in various applications, real-life case studies or examples on a particular subject and how the cards were implemented with follow up tips and what the IBO had to do sell the cards-not just theory or a general topic. I think giving IBOs ideas by giving specific information on how a gift card program was implemented and possibly the results of the program, profit/pv made (if the IBO wants to share that). I also would like the Ribbon Retailer to come more often than every quarter-if not every month, but every other month.

4) An electronic consumer-facing newsletter that the corporation can develop that would allow the IBO's name/business name to displayed on it that we could share/email with our clients on a regular basis (monthly). Some folks have actually grown outside the concept that we have to physically meet with clients on a regular basis which can be hard if you have clients spread out across the city, state, or country-it's all about repeat exposure like advertising. I send out a bi-monthly email newsletter to my Ribbon clients that has a follow-up email that comes the following month (basically something every month)-I have to admit it's pretty good (lol) but it allows me to keep a piece of mental real estate with them without me having to call All of them or send out personalized emails or physically interact with them. It's worked tremendously for me in making sales. Especially if there were different newsletter focuses such as a Nutrilite, Artistry, or Ribbon. I guess a combined one could be good as well, but I like the fact that the newsletters could be product-focused just like the IBO retail websites. I think what would drive this concept even deeper is the discussions that have come out in the past where the IBO would have personalized version of the Q/A website where links in the newsletter would tie back to the IBOs website (retail sites or personalized Q/A website) not just the general Q/A website.

5)Allow us to use our business names on our IBO websites. Especially if we are using a DBA as I do.

If I think of more, I'll let you know. Thanks again Susan for the opportunity!

# Susan Sanders said on May 8, 2008 12:09 PM:

I love the comments regarding co-branding! Since nutrition is my main focus that' where my comments will go but they would apply to Artistry as well.

As far as handouts and leave behinds--where's our new Nutrilite catalog?  If we're not going to have a separate Nutrilite then we need handouts/brochures for each Nutrilite category--Simply Nutrilite, Nutrilite, Nutrilite sports nutrition, XS energy drinks and Trim Advantage.  And if they could be created with an area that I could self print my business contact information that would be great.  As far as the personalized websites, integrating them with the Health Questionnaire and other health information is really necessary.  I would also love more logo merchandise --where are the Simply Nutrilite and Perfect Water t-shirts???

Love the ideas of consumer based emails.  Done  on a monthly basis featuring different products based on the month or season would be great.  I'm putting together a blog to do this now but if I didn't have to that would be great.  Thanks for letting me spill out all my ideas-- will you be attending any of the National Spotlight events?  

# Susan Julien-Willson said on May 8, 2008 12:37 PM:

TO ALL: Thank you for the ideas!

Sounds like consumer-based emails are popular with many of you.

Susan, I will be attending a few of the National Spotlight Events this year. Can't wait. Hope to talk with some IBOs and their customers. Will I be seeing any of you in Greensboro? Portland? Dallas?

# Susan Julien-Willson said on May 8, 2008 12:42 PM:

UTAH:

Todd Krause plans to blog about the Leads Program soon on Adatudes. Please stay tuned for his explanation of the Program and its changes. Thanks!

# Utah said on May 8, 2008 2:39 PM:

Susan,

Thanks. I look forward to more info.

I really do get bugged that when a Customer logs in to Quixtar.com, they can't see their IBOs name anywhere.  It doesn't show up before or after they order. They don't even know if the IBO is getting credit. It decreases the likelihood of a customer calling the IBO.

They don't need a full LOS, but it would help if they have two IBO names, the IBO and upline platinum or diamond with some contact - either phone and/or email address. If an IBO were to quit, they wouldn't know who to call.

A customer logging in also gets almost no new information re: new products announcements. Also, customers don't get any kind of card. Some of the partner stores still have discounts for customers, but they have no IBO like card to get them. If they reserve a room online, they don't have a card to show the hotel.

# Bridgett said on May 8, 2008 3:17 PM:

Utah,

FYI:

If an IBO quits/doesn't renew, all their registered customers moves up to the next active IBO.

I've had this happen. I have gone in to my customer LOS and new names and contact info appeared.

And then I made a point of contacting them and introducing myself and offering my assistance.

# Utah said on May 8, 2008 7:31 PM:

Bridgett,

I just know of a customer that can't tell who is left in their LOS. They can't see even who their IBO/sponsor is by signing in as a customer. Yes, the IBO can see their customers, but the customers can't see who their IBO is, or if they are out of town, who to call "upline" with questions besides the corporation.

# Ben said on May 8, 2008 10:32 PM:

Susan, I know this does not directly answer your question of the leave behind pieces, etc. But it is related to selling at retail. I would like to see more products with the same pv/bv, retail profit margin, and competitive retail pricing similar to Simply Nutrilite and Artistry Essentials. Some products in our lineup are competitive at retail, but do not have a good retail profit margin. Others are simply not competitive at all.

I know the company is headed in this direction anyway, but just wanted to put in my suggestion!

# Jeffrey said on May 8, 2008 11:06 PM:

These ideas are great for co-branding. Our names and contact information needs to be displayed prominently everywhere it can be. I even think that a clickable e-mail icon on the home page and order page would be great. Let's face it: most customers won't contact us if they have to dig all over the place to find our contact info. Even if we do a great job staying in contact with them, there still might be times that they need to give us a quick call or e-mail.

One thing that really frustrates me with these great ideas from the field is that there is almost no response from the company. And when we call or e-mail, we get the same old, worn out, "I'll pass this along to the proper people..." and then nothing. I think part of the problem at Ada is that there is a bureaucracy that is almost worst than in Washington, D.C.

We don't keep suggesting these things because we think the business isn't any good. We keep suggesting them because we know we have the best thing out there and we want to keep it that way. Many of our competitors are already doing many of these things. So, lets not just talk about them--lets get them fixed!

# Bridgett said on May 9, 2008 12:14 PM:

Utah,

I totally agree with you that the customer (not just the IBO) should have contact info. I was commenting on part of your comment, not all of it.

As you can see by my co-branding comment, I really, really, really, would like the Corp to have the IBO in the picture when they contact customers.

It's a bit insulting, actually. I see the emails my customers get, and it's as if I totally and completely don't exist. "Quixtar" "Quixtar Customer Support" "Quixtar" contact info. Quixtar, Quixtar, Quixtar.

To be clear: I am NOT trying to hide the Quixtar or Amway Global name (Utah, I'm talking to the Universe now, not you.)

*CO*-branding.

# Jackie said on May 9, 2008 5:25 PM:

Here's the facts on the Customer Leads program: Before 5/1/07 Quixtar accepted orders from customers that did not have an IBO but called Customer Support or went to quixtar.com to place an order. All customers were given an opportunity to have their contact information shared with an IBO and to choose whether they wanted to be contacted by an IBO. If they said yes, their customer number was linked to a specific IBO, that IBO got all the volume and was expected to contact the customer. All Platinums and above who met some basic levels of activity, had a valid email (and some other criteria) were eligible to receive leads. Quixtar also gave priority to IBOs living in the geographic vicinity of the customer. A behind the scenes algorithm was used to randomly select the IBO that got the lead. Beginning May 1, this process was changed. Customers are now split into 2 groups: a) those that want to be contacted by an IBO; and b) those that choose to shop anonymously (guest shoppers). Customers that want to shop with the help of an IBO will still be randomly assigned to an IBO..but the criteria is different. Now, leads will be given to IBOs who are gold and above, are active (same criteria as QBI), have a valid email, are in good standing with the company, and who have given permission for the company to share their primary contact information with the customer. And preference will be given to IBOs who are in the geographic vicinity and can support the specific language needs of the customer. Volume from the second type of customers, guest shoppers, will no longer be given to a specific IBO. Rather, all the volume from guest shoppers will be placed in a fund which will be 100% divided among all IBOs who meet the eligibility criteria. IBOs can find more detail on the Leads program in the Manage My Business section of Quixtar.com in the Compensation section.

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