LipSense By SeneGence Customer Service 101

I must share with you that I struggled with the title of this article because I wanted it to genuinely express my passion regarding the importance of offering top notch customer service when you offer products or a service. Yes, of course our products are amazing but I have to add that better that average customer service is directly responsible for my success with my SeneGence business. As a matter of fact, I can hear Joni Rogers-Kante, CEO and founder of SeneGence International offering up some words of wisdom regarding the following emails that I recieved on Sunday and Tuesday… Umm! Seems that maybe they were not aware of all the great tools we offer every distributor such as our great abc’s of building a thriving SeneGence business called Book to Build as well as listen to numerous CD’s, DVD’s and attend local, regional and national trainings. She would go on to say something to the effect that all we can do is offer everyone these great tools and if someone does not choose to access them then it is likely that they do not stand a chance of being successful in their SeneGence Cosmetic business. I do not mean to be preachy or nasty, but in my opinion great customer service to critical to a healthy thriving long lasting business.

ON WITH THE STORY! I was first met AliGrace this past Sunday when she contacted me with the following email:

Carol,

Hi there! I have been interested in trying LipSense for a few weeks now, and it has been amazing (and utterly disappointing) to me how much difficulty I have had getting a distributor to respond to me. I have e-mailed four different distributors in my area over the course of the last 2.5 weeks, and have received not a single reply; I did receive a brief, terse reply from an eBay Lipsense seller, but it was of no help at all… she simply stated she had “not been using the Lipsense products that long” and that I should “…just place an order for what LOOKS like a color you would like. If it doesn’t work for you, you can buy another color to layer with it and adjust til you find your right color”. (Please note that my grammar is not heinous; I was quoting directly from her e-mail). At any rate, I found your site, and am hoping you are more responsive than those I have previously contacted. I do appreciate any assistance you may be able to provide to me, and thank you in advance for your time.

As I mentioned, I would like to try a lipcolor or two, but find it difficult to determine much about the actual colors from just the color chart swatches provided online. I wondered if I provided you with info about my current colors, whether you may be able to suggest comparable LipSense colors? I believe I’d like to start with a lipliner, a lipcolor (or two?), and a gloss. I apparently also will need the “Oops” remover product as well. Oh – and I believe I would best like one of the ‘diamond’ colors if there is a comparable one… I love a bit of shimmer! 😉

My current “most worn” colors are:

MAC New York Apple (for evenings and special occasions) – described by MAC as “a muted red with a pinky-red shimmer”. There is a link to the color swatch online, but it appears much brighter (almost as a fuchsia, which it is definitely NOT) than the actual product. (Of course, this serves to further validate my concern with regard to relying on color swatches online for accurate color). Anyway, that link is: maccosmetics

Chanel Aqualumiere Lipstick in Antigua (for daytime) – I couldn’t find a shade description online, but the swatch on this site is fairly accurate: strawberrynet

Guerlain KissKiss Maxi Shine Lipstick in Mango Shine (for super-casual days) – described by Guerlain as “peach rose shimmer”. This swatch is fairly accurate, though the product color is a bit more sheer in person: sephora

I hope this isn’t too much information, but that what I have provided is helpf ul. Obviously, I also welcome any suggestions you may have, since you are obviously the ‘expert’ here. 🙂

Thanks again for your time, and I look forward to the possibility of hearing from you.

Warmest Regards…

As you can imagine, I was mortified by this email because in all sincerity I would hope that all SeneGence Distributors are focused on sharing the wonders of our fabulous cosmetic line as well as a great home based business opportunity for both Men & Women. Enough… For me to elaborate on this would approach the size of a epic novel (Thanks! Ali)

My Response below:

Take a look at the following colors:

LipSense Diamond Popov Persimmon

or LipSense Classic Persimmon

My other pick would be LipSense Diamond Square Brick(2 layers) with LipSense Pink Champagne (1 layer)

Guerlain KissKiss Maxi Shine Lipstick in Mango Shine (for super-casual days) – described by Guerlain as “peach rose shimmer”. This swatch is fairly accurate, though the product color is a bit more sheer in person:

Umm! I genuinely want to offer up just 1 perfect color but sometimes it just doesn’t quite work that way. Ugh…

We have a new group of sheerer colors in the Summer collection and Summer Fling is a little more rosey pink with a peach undertone. My other direction would send you to LipSense Diamond Apple Asscher which a very understated safe color although it may have more depth than you are looking to achieve.

When you 1st begin using LipSense, I would recommend Glossy Gloss as it will deliver the most moisture for increased hydration which will promote faster exfoiliation.

Here are the links below to my SeneGence Corporate ordering site. Keep in mind that the colors that I chose for you are not even close to accurate. Everything you purchase from me is 100% guaranteed satisfaction. I want you to return the colors that are not right for you!

ipSense Diamond Colors

LipSense Classic Colors

LipSense Highlighters

I look forward to hearing from you!

Sincerely,

Carol Clifton

Below you will see her email to me in Black Ink and my reply to her in Red Ink:

Thank you SO MUCH (really!) for your prompt, thorough reply. I realize my e-mail was long, and do apologize for that… I was just trying to be as specific as I could. At any rate, you can rest assured you are my Senegence distributor as of right this moment. Thanks! It is my pleasure and believe me when I share with you that in this business you appreciate both customers as well as distributors. I am certainly aware there is a much greater financial advantage to signing someone up for your downline (or whatever the correct terminology is… sorry if I butchered that) than there is to simply making them a client, but I remain stunned by those who put forth the time and effort (and monetary investment) to become a distributor, order the products, create a web site, and then not even take the time to respond to an e-mail. No doubt your most excellent customer service is one of the factors that contributes to your success.

Ok – enough rambling. With regard to the colors you recommended for me, I absolutely WILL trust you; as I stated before, YOU are the expert here, and it’s abundantly clear your product knowledge is extensive.

After viewing the swatches on the Senegence color chart (but before attempting to contact any reps), I had tentatively chosen Pink Diamond, Assher Apple, and Summer Fling (or Summer Love is the more coral of the two… they look so similar!). I then read on another distributor’s site (I honestly don’t recall whose; I looked at so many in attempting to find views of “real” colors) that Pink Diamond was similar to Diamond Eternity Flame, only more vibrant and intense. Pink Diamond is a softer pink berry color and Eternity flame is the more vibrant/bright/intense of the two colors mixed deep fucia with the red undertone. I like both although totally different colors. Wow – from the swatch photos, I would have thought just the opposite! Ok – I’m rambling yet again, More of those sincere apologies, along with a promise to try and ramble much less. 😉

Bottom line (finally! LOL): I believe I am going to start by purchasing the LipSense Diamond Eternity Flame and the Assher Apple, along with the Glossy Gloss and Oops. Also, I hate to be a pain, but might you be able to tell me which you consider to be your most versatile liner? My first instinct was “neutral”, Neutral will look great with Eternity Flame but I wondered if “light” is a lighter coral and would look ghastly with Eternity Flame. Coffee is the liner that I recommend for all colors. It is a very pale brown that is almost never noticed. However…If you like that sort of kicked out liner look I would suggest you purchase Neutral liner and I will send you a re-useable applicatior to dip into your Assher Apple to use as a liner when you wear that color. Also – do you feel the Pink Champagne may layer well over the Diamond Eternity Flame (for use as a ‘not casual but also not special event’ kind of color)…?Perfect! to add over any color If so, I’ll order that one as well.

I’ll wait to hear your thoughts before placing my order, but I do thank you again for your time. I’m truly not a difficult client (though I suppose those who are wouldn’t be prone to readily admitting to such, anyway, right? *g*)… I’d just like to make informed choices.

OH STOP! I’m with you on the informed choices

May I publish parts of conversation on my website using only your 1st name or alias of you choice?

Have a fabulous day!

Then Allie emails back to me the following:

Thank you again (so much!) for your thorough response. I have been to an event today, and just returned home. I will be placing my order in a few moments, though, and look forward to receiving it. You are welcome to use any or all of our conversation on your website, and “Allie” or “AliGrace” is fine… I am known by either. Incidentally, I have two beauty-related web sites of my own, and I plan to write a review of the Lipsense products once I have received and used them; if you would be interested in providing responses for a “Q&A” in conjunction with that, please let me know. (No obligation, of course… just an offer).

I honestly do appreciate you – bunches and tons!

We have continued to email back and forth as she is now not only my customer but also I consider a friend. You can bet as soon as her Beauty Sites launch in September that we will chat I will have a link to at least one of them.

You just never know what is around the corner so don’t you be the one that dropped the ball.

AND THEN it happened again this morning…Read below the partial email:

I have purchased senegence products since may from another distributor and love them. Unfortunately that distributor hasn’t responded to my email requesting a new order and some help, so I would like to try yourself. I am running out of cleanser and would also like to try some other lipsense shades I prefer the pink shades (I currently have pit stop pink, mauve ice, and rose ice and regular gloss and pink glitter gloss) I have the full skin line of cleanser, daytime and night time moisturizer and eye cream.

I am hoping that SeneGence distributor is possibly out of town but I can assure you that I made several suggestions and have chatted on the phone with her. Your products are on the way. SeneGence distributors need to know that we have a new program at SeneGence called Customer Direct. If you are out of town it could be easily taken care of by merely putting on an out of town auto-reponder on her email and sending her customer to order on customer direct with her Distributor Identification number.

Have a great day and make sure to keep in touch with your customers….Follow Up is a basic fundamental of your SeneGence Business.