Key takeaways
- Work out the re-order date for each product, and set a reminder.
- Follow up after first use. It's service and sales in one.
- Keep a simple record of customer, product, date and next step.
How do you build repeat customers in direct selling?
To build repeat customers in direct selling, work out when each product runs out, remind customers shortly before that date, follow up after first use, keep a simple record of who bought what, handle complaints fairly, and ask for referrals only when the customer says they're happy.
Work out the re-order date
| Product | How long a pack lasts (example) | Send a reminder | Follow up first |
|---|---|---|---|
| Daily supplement, 30 servings | 30 days | Day 23-25 | Day 7 |
| Face moisturiser | 4-6 weeks | Day 30 | Day 7-10 |
| Dishwash concentrate | 2-3 months | Week 7-8 | Day 5 |
| Toothpaste or soap | 1-2 months | Week 4-6 | Day 10 |
A simple system
- Record each sale: customer, product, date, price, how it went.
- Add the re-order date to a calendar or sheet.
- Follow up after first use: "How are you finding it?"
- Remind before it runs out: "Your pack will be done around the 25th. Want me to set aside a new one?"
- Review monthly: who re-ordered, who didn't, and why.
Example reminder: "Hi Rahul, your moisturiser should be running low around now. Happy to arrange another one. Or let me know if it wasn't right for you and I'll suggest something else."
When something goes wrong
- Listen first and don't argue about what they felt.
- Offer the refund or exchange the company's policy allows. Returns policy →
- Refer health concerns to a doctor, and stop recommending the product to that customer.
- Follow up a few days later.
Ask for referrals the right way
After a customer has re-ordered and says they're happy, you can say: "If you know anyone who might like it, I'm happy to send them a sample. No pressure either way." Avoid rewards that push people to promote beyond what they believe.
Be careful with autoship and bundles
- Offer subscriptions as an option, not a default.
- Make cancelling easy, and remind customers before each shipment.
- Don't use recurring orders to hit your own rank requirements at customers' expense.
For tools that make this easier, see tools and apps for direct sellers.
Frequently asked questions
How often should I contact repeat customers?
When there's a reason: after first use, shortly before the product runs out, and when something genuinely useful comes up. Aim for helpful, not frequent.
Is autoship a good way to keep customers?
It can be convenient if the customer chooses it freely and can cancel easily. Be wary of pushing automatic orders in a way that makes leaving hard.
What should I do when a customer is unhappy?
Listen, apologise if appropriate, offer the return or refund the company allows, and follow up. How you handle a problem can build more trust than a trouble-free sale.
Sources
- U.S. FTC Consumer Advice: Multi-Level Marketing Businesses and Pyramid Schemes. consumer.ftc.gov
- Department of Consumer Affairs, India: Consumer Protection (Direct Selling) Rules, 2021. consumeraffairs.nic.in