Missing Sales & Customer Service

Hello My Power Mall member,

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There are 2 major issues you need to be aware of -- missing sales inquiries and customer service.

Missing Sales Inquiries:

We work hard to make sure there is never a “Missing Sale” but with 1100+ stores and an exploding number of shoppers sometimes it happens. Technology is not perfect! Here are two things all of you need to do when you make a purchase:

1 - Keep every receipt (good business practice anyway). Save the email confirmation in a folder in your email files so you can access it easily and send it through the Sales Inquiry form.

2 - Wait at least 14 days before you send in a Sales Inquiry. You need to give the sale time to show up. :)

You don’t need to worry about getting credit for a sale if you have proof you made it through your Mall. You’ll get your credit, and it will be our job to make sure we take care of it from our end.

Customer Service

There's one other area that seems to be a problem - Customer Service.

This one was a complete mystery to us - until the last couple days. We kept digging until we found what we believe is the answer.

Problem: We had way too many people telling us they had contacted Customer Service but never gotten a response.

Here's the Reality: Nita Johnson, the head of Customer Service is the best CS person I've ever seen and I know she is 100% committed to responding to every email she receives. About 200 a day come through. She answers over 100 herself and then passes off the rest to our other CS representatives who have prepared templates that answer 99% of your questions. If something comes through she can't answer she passes it on to the right person within the corporate team.

So where is the disconnect? We've identified 3 culprits. Two of them we have fixed on our end. The 3rd one is up to all of YOU.

1 - We determined some ISP's were being identified as SPAM and the emails you are sending in are being delivered to Nita's Junk Mail. She will be going through all her Junk Mail every day to make sure she receives your Email.

2 - Petrina Lance has been sending her responses through her My Power Mall email account. The problem with that is because we send many thousands a day through that ISP we are blocked by some ISP's or the emails are placed into Junk Folders - meaning most of you never see the responses; thinking we just don't care enough to respond. I had identified this problem with Nita months ago, but neglected to communicate it to Petrina. She will no longer (neither will any other T-11) send responses through their My Power Mall account.

Now here is where I need all your help!

3 - There are many of you who are not sending your request through the Contact Us form on the website. You figured out the direct email address to Admin and decided it is easier (which it is :) to send it directly to them, instead of going through the Contact Us form. The problem is that many of you have ISP's that are identified as "suspicious" and your email ends up in Junk Folders, or may simply not get delivered at all! So you're sending them, but we're never receiving them.

IT IS IMPERATIVE THAT YOU SEND ALL CUSTOMER SERVICE REQUESTS THROUGH THE CONTACT US FORM!!

IT IS IMPERATIVE THAT ALL MISSING SALES REQUESTS GO THROUGH THE FORM IN YOUR BACK OFFICE.

Doing that means it goes directly through our server where each of us has set up direct links in our email accounts - meaning we won't miss any of the emails.

There is actually a 4th thing all of you can do...

READ THE FAQ SECTION IN BOTH YOUR MALL AND BUSINESS CENTER.

AND READ ALL YOUR TRAINING LETTERS!

The reason we have templates for 99% of your questions is because we've already addressed them somewhere. :) We already know what you're going to ask and have given you the answers to most of your questions. Want an instant response? Read what we have already provided you! :)

Here it is again:

“READ”

Our customer service department is being overwhelmed with questions that are in the FAQ.

Our sales inquiry team is answering the same questions over and over again. The answers are in the Sales FAQ. When we receive new questions, they are added to the FAQ.

I am consistently being asked how to log into the members forum. Again, the answers are already in the forum introduction page.

If everyone takes the time to learn their business by reading the information you have at your fingertips, our admin/customer service teams will be able to support you much better. And you will have that knowledge and understanding to pass on to your new team members. Please READ your FAQs (they are in your Back Office in links across the top of your page as well as in the My Power Mall toolbar).


We believe in you!

The My Power Mall Team @
WahGuide Power Mall

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Shopping Tip: The Jump to Store is a dropdown list located at the bottom of the left hand menu on your mall. This dropdown list works just as if you were to click on the store’s banner. When you select a store from the list, a new window will open and take you directly to that store where you can make your purchases. Caution: this dropdown works in conjunction with the Ship to Country dropdown list. If you select a new country, the list of stores will change in the Jump to a Store dropdown, listing only those stores which ship to the selected country. PLEASE NOTE: using this feature goes directly to the store and bypasses any conditions (the magnifying glass) we may have listed for that merchant.

Business Building Tip: Hire a company that distributes flyers. The cost is very reasonable. Decide the area you want the flyer distributed to. Then you provide the flyers, the company picks them up and hand delivers them to the neighborhood of your choice. (John Mocker, Arizona)

Change the World Tip: Did you know that if you shave pets in the summer, they can actually get sunburned? If you must shave them, do it early in the summer before it gets too hot and save them from the discomfort. And be sure to keep them out of direct sunlight as much as possible. (From our 101 Ways to Change the World for Animals ebook)

IF YOU ARE NOT A MY POWER MALL MEMBER,
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