It’s Your Business – Taking Responsibility in Direct Sales

One of the benefits of a direct sales business is that you have the support of a large corporation, while enjoying the freedom of running your own business.

Have you ever been in a retail establishment and after sharing a dissatisfaction the clerk says “I don’t make the rules, sorry I can’t help you?” This has happened to me numerous times. I calmly say “who can I speak to that has the authority to make a decision?” I’m looking for the person who has the responsibility in the business.

In a direct sales business, it is our responsibility to service our customers. This might mean offering an apology if a product is not available. This might mean accepting a return if the customer is not happy with the product. For me, it has often meant calling the company on behalf of the customer so that the overall satisfaction falls on me and not a customer service representative at headquarters.

I’m often a little puzzled when I hear a direct sales representative complain about a company policy or complain about a quality control issue. As the representative, you have the option of suggesting an alternative product to your customer. The company I represent does make a product or two that I don’t use. If it’s a product I don’t believe will meet the customers’ expectations, I tell them. I then suggest an alternative. This is my business. I want the customer to be happy. It does not help me if the customer is unhappy with the company. I want future sales and I want referrals. I won’t get those from an unhappy customer.

I’ve also heard direct sales representatives complain about their upline. Either their upline is unavailable or their upline doesn’t meet their needs in another way. While upline support is great, this is your business, your responsibility. Get help in other ways. Take advantage of company training. Take advantage of generic training. Take advantage of local training. If you really believe you need upline support, then go above your direct upline to the person above them. Many direct sales representatives have built wonderful businesses without the aid of an active upline.

Remember this is your business. It is your responsibility. Take control and make this the business you’ve always wanted.

Audrey Okaneko has been in direct sales since 1983. She can be reached at audreyoka@cox.net or you can Become a Tupperware Consultant

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