Seventeen years ago when I joined BeautiControl, we were a head to toe "image company" and called ourselves BeautiControl Cosmetics. I've seen some changes in my days with the company including dropping the cosmetics part. Even though we still have a Beauti line - I haven't used the word cosmetics in my business title in years. Now we are simply called BeautiControl - SkinCare, Spa & Beauti. Our new trademark is BeautiControl - The Smart Company for Smart Women (TM). We don't use the word cosmetics anymore with our business.
Not so with my hubby. He still calls it BeautiControl Cosmetics - and I know he's doing it out of habit. His late wife was with the company when they called it by cosmetics. Sometimes he will say, "her cosmetic's business" when telling other people about what I do. I've gently reminded him several times that this reference is old and limiting but he's yet been able to commit that to memory. Our primary focus is skincare and spa. He's a bit slow to get on board with the new concept even though it's been 6 years.
We had the conversation again yesterday :(
I hate it when he can't remember stuff and even though I'm absolutely positive that he doesn't do it on purpose - it's difficult to be patient when the small things matter. But we press on.....
I've been really fine tuning my 30 second commercial the past two days and wanted to have one for him to memorize and use as well. He asked for it after our conversation (which was civil). So here's his commercial:
When someone ask, "What does your wife do?"
He can reply:
"She owns her own mobile spa business with a company called BeautiControl. She helps women relax, renew and prosper with spa treatments in the home or workplace with sessions called Spa Escapes. She leads a growing TEAM of women who want to earn additional income, have a career, or get their products at a deep discount. Which of those interest you the most?"
When something interest a woman, he's to gather her name/phone#/email address and tell her that she will hear from me within 36 hours. Then he's supposed to bring that information to me so I can contact her.
He's got it printed out and posted by his desk as well as a small card in his wallet. He's trying and for that I am grateful. I am MORE than grateful. What you say to people is important. How you present an idea or concept is important. This will help him help me. His main thing is to not refer to my company as a cosmetic's company anymore and to gather that name/contact information.
Since I'm in this growth period and since I'm having several people every day call our house relating to my business - I wanted to make sure that he's trained in the most effective way to promote my business and handle the calls that will continue to come.
Answering the phone and having someone ask for me and then just telling them that I'm not here won't work anymore. People get busy and forget and we can't always depend on someone to 'call us back.' The most effective way of answering the phone is to say "hello" and when someone ask for me (regardless if I am home or not) is to say, "May I ask who is calling?". If I'm home, announce the person to me and if I'm not, then write that name down immediately before you ever say another word. If I'm not home, then say, "she's out of the office right now but I'll be happy to pass on your message and tell her that you called What's your call back #?." Most of the time my clients will either leave an order or a message. Sometimes they will say, "I'll just call back." I still want that name. It's the ONLY way I have of knowing what the next step should be for me and my customer care. The number of calls and clients has grown so much that I can't track people by their phone number anymore on caller ID. I've got to have a name. I've had people inquiring about my Spa at Work programs who I've never met and if I don't have that information and they never got around to calling back - they'd be lost to me forever. I need a way to follow up.
This goes for the consultants in my unit too. I take my support and coach role with these women (and a few good men hopefully soon) very seriously. My greatest pleasure in this business comes from helping other people achieve their goals and dreams. When someone calls with a question or inquiry about our income opportunity - I want to know about it so I can follow up.
There's a lot in a name.....but you gotta have that name before you can do anything with it.