Customer Care Guide

A week by week guide

 

Week 1:

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1. Send your customer a personalized welcome email including the Shred Guide and the Juice Plus Welcome Doc.

2. (ask for permission first) Then add/welcome them to a customer care FB page


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Week 2:

Did they receive their product?

When do they take their JP+? Give suggestions - put by their toothbrush, take before morning coffee etc.

Do they have any questions?  

Have they received the emails from Juice Plus+?

Sample Text:

"Hi Kelly!  I wanted to make sure you received your Juice Plus+!  I'm excited that you are adding this to your diet everyday.  I am so thankful for this nutrition!  Let me know if you have any questions and I'll check on you in a few weeks to see if you have adopted a good routine for taking JP+!  Enjoy!"

Send with an image like the one to the left!


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Week 3:

Check in as a friend! Just text or call your customer to say "Hi"!


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Week 4:

Congratulate them for being consistent.  If they're not being consistent ask them to let you know.  Send a message, text, call or selfie video.  

Send a video like Bridge The Gap (https://youtu.be/5xB0bDpHNXQ)

Share a product story.

Invite to an event.

Sample Text:

"Hi Kelly!  It's been 4 weeks since you added JP+!  Hopefully you have developed the daily habit of JP+!  Here is an encouraging video: https://youtu.be/5xB0bDpHNXQ.  What are you enjoying the most about your Juice Plus+? " 


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Week 5:

Ask you customer for their favorite recipe! They will likely ask you to return to favor!


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Week 6:

Send them a hand written thank you note! Snail mail thats not a bill? Yes please!

 


Week 7:

Send them a video that corresponds with them as an individual (use the "gold mine" for ideas and videos)

Sample text:

"Hey Sally, thinking of you! I just watched this crazy video on oxidative stress and athletes. If I sent you the video would you watch it?"


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Week 8:

Congratulate them for consistency with taking JP+  

Have they noticed any changes? (point out examples; better sleep, nails, bowels, mood, energy level)

If they haven't noticed changes yet keep educating them with videos, research and events so they know what JP+ is doing inside their body.

Customize your check in so the customer knows you listen and care about them. Build off their WHY for ordering and expand it with each customer check in.

Sample Texts:

"Hi Kelly! I'm so excited to see how you are doing with your JP+!  I know you had already experienced more energy the last time we connected.  Take a look at this survey when you get a moment.  I think you will love seeing what others have noticed after taking JP+.  JP+ Experience Survey   "    


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Week 9:

Check in to say "HI". Ask them how their week has been or if they have anything exciting coming up soon.


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Week 10:

Expose them to other products! Are they just on the capsules? Send them info about our shakes! Are they on the full program? Maybe you send them something about the bars! If you have samples you can mail/give them thats even better!

Example text:

"Hi Kelly!  I know you ordered the Trio Capsules and you are loving them.  I thought you might be interested in learning more about our plant based protein shake.  Here is a quick video about the ingredients (https://www.youtube.com/watch?v=LwR3GacVjNA).  If you are interested, I can send you a few samples.  Just let me know your favorite flavor, vanilla or chocolate (or both).  "


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Week 11:

Take a week off from messaging about JP+ (unless of course they ask anything!)


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Week 12:

Thank them and congratulate them for consistency with taking JP+!  

Ask them the questions from JP+ Experience Survey to see if they have had any results.

Have they shared their experiences with others or thought about it?  

Do they know others who would benefit from hearing about JP+?  

Would they be interested in hosting an event?

If appropriate, invite them to join our mission.

 

Sample Text:

Hi Kelly!  I know you said you were hoping to get sick less.  It has been almost 90 days since you started JP+.  Have you noticed yourself or your kids getting sick less?  Perhaps if you've been sick, have you noticed feeling better more quickly?  I'd love to know!

(If a customer has a SPECIFIC EXPECTATION, make sure you ask about their expectations so you can build on their WHY for ordering.  For example, if they said "Yes, I have noticed MORE ENERGY and THICKER HAIR." Then, for your next check in you can start the text with "Last time we talked you told me that you noticed you have more energy and thicker hair with JP+!  I hope you are still enjoying that outcome and Juice Plus+.  I actually found a quick video (https://www.youtube.com/watch?v=yVjVaDN_yXM) about beauty from within by Dr. Mitra Ray.  I thought you would enjoy it!

Remind them their next shipment will ship ____________.  Please let me know if this date needs adjusting.