The Strategies that made Mary Kay Successful - 1
Mary Kay had spent years in sales and direct sales before she started her company. There were a number of things she learned that she knew had to be a part of the Mary Kay strategy.
The first one was "Limiting the product line so that the salesperson could be thoroughly knowledgeable about each item."
Thinking about this reminds me of the current problems that Dell (DELL) has faced in their customer service department. For quite some time it became a nightmare as people were switched back and forth between people as different problems had to be addressed.
The reason why this happened was because the product line had become so diverse that no one person knew everything that the company was offering; it had become extremely complicated. The result was customers were switched back and forth between representatives for different problems. It cost an uproar among consumers that forced the company to cut back on its offerings and change their way of doing business.
Mary Kay saw this potential problem from the beginning and responded with a limited product line that all her salespeople could completely understand and give answers to questions about. It was a huge success.
There's nothing worse than the inability to answer questions or show the value of the product or services we offer. One powerful tool is the counterintuitive limiting of product lines so representatives and customers can work out what the specific problems are without the endless transferring between customer service people, which nobody enjoys doing.
Other Mary Kay Resources:
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The Strategies that made Mary Kay Successful - 2Limiting the Product LineLast post we talked about the value that comes from limiting the product line a company offers. The value in that was the ease in which sales reps could... [Read More]
Tracked on: May 30, 2007 9:43 PM | Permalink to Trackback