Posts Tagged ‘economy’

I saw an interesting segment on the TODAY Show this morning - an interview with Wal-Mart’s new CEO, Mike Duke. Among other things he talked about various product categories that are doing particularly well during this economic period that has few bright spots. It caught my attention because many of these same products (or products that consumers are choosing as alternatives) make up a large percentage of products sold through direct selling - thus underscoring the reason why direct selling has historically performed well during recessionary periods.

For example, Mr. Duke said health and wellness products are a particular bright spot, he theorizes because people feel they need to take better care of themsleves as they can’t afford to be sick or miss work. Wellness products account for nearly a quarter of sales in direct selling. Let’s face it - people aren’t willing to give up their favorite vitamin, even if they are cutting back in other areas. Based on Mr. Duke’s experience, there are also many others who might be adding wellness products to their regular routine.

There may be a similar mindset when it comes to other products - “The Lipstick Factor” has become a popular buzz word, but it really applies to more than cosmetics. It applies to any product that a consumer views as a “little luxury” that makes him or her feel better but doesn’t put a huge dent in the pocketbook. In the case of direct selling, this could be cosmetics (which I’ll tell you would not be the first thing most women would cut from their shopping list!), costume jewelry, home decor or a variety of other items.

Mr. Duke also noted with some surprise that electronics were doing very well. He attributes this to the fact that so many families are opting to stay at home instead of going out so they tend to spend money on the latest video game as home entertainment instead of eating out or taking a vacation. The increase in the home products category underscores this observation and applies to direct selling in categories such as home decor, and food products and associated kitchen accessories. (Really, who wants the boring meatloaf grandma used to fix when you can have gourmet meatloaf made with a simple mix, accompanied by hand-smashed potatoes, covered with freshly grated cheese and twice-baked in an attractive stoneware dish? - still cheaper than eating out and you can feel good about the meal while spending quality time with your family.)

The one area cited in a Wal-Mart press release that does seem to be significantly different in direct selling is the jewelry category. The release states jewelry sales have been soft, but anecdotal reports from several direct selling companies in this category have indicated strong sales. This is likely do to consumers who are not stopping their spending altogether, but are instead making different choices. For example, a consumer might forego buying a new suit, but instead decide to accessorize the one she already has with a $25 necklace. That little luxury is enough to satify the consumer in all of us but keeps total spending in check.

Wal-Mart may be the biggest traditional retailer in the country (with about 1.4 million associates), but direct selling’s 15 million salespeople make up an important part of today’s economy and will play an important part in recovery. As people tend to stay closer to home, their buying habits shift and direct selling offers relevant and appealing products and services, a comfortable shopping environment with knowledgable salespeople, and even a brief escape from all the negative economic news. It’s only a matter of time before Americans are spending full-tilt again, but until then direct selling offers appealing buying options and a way to earn supplemental income at exactly the time when people need reasons to be hopeful.

I love attending direct selling parties or demonstrations – not only for the fun and the shopping experience (I can be a bit of a shop-a-holic), but also because I think it’s important to continually update my practical knowledge of direct selling. In most cases, I wait until later in the event to let to let on that I’m somewhat more than a casual observer. It’s important for me to see exactly how people are approaching their business.

But this past weekend I had an interesting opportunity to be part of a conversation that was a bit different from a product demonstration. I was at the mall with my daughter and we stopped in the food court for lunch. We were seated in a cluster of tables and next to us six women were having a friendly conversation. During a break in the discussion I was having with my daughter about her upcoming birthday party, the conversation at the next table caught my ear. After casually eavesdropping for a few moments it was confirmed – the women were direct sellers having a team meeting. It didn’t take long to determine that the company they were with is a DSA member, so I listened intently. What would the sales leader say to motivate her team, particularly in this tough economy? Would she say anything that would make me want to leap up and flash my business card as though I were an undercover cop? Would the ladies report brisk sales or tough times?

The leader asked the women how they were feeling about their business. One woman began by reporting strong sales the week before. Another woman reported that even though sales were pretty good she said she knew the economy was having an impact on people – they were considering more carefully how their money was going to be spent. After going around the table the leader chimed in again. Her direction to her team was the following –

“Almost all of you joined this company after having used the products yourselves. You know they are great products, but just as with anything, some people will love them and some people won’t. It’s our job as consultants to show people the products and help them decide if they are the right products for them. If you find yourself trying to convince someone to make a purchase, that’s not the right kind of sale. Just give them the facts and let them decide.”

By this time my daughter was asking me to remind her who had RSVP’d for her party so my attention went back to her, but I was grinning on the inside. Despite the urge I had to turn around and congratulate this seller on her wise advice (and wanting to continue listening), I finished my lunch and headed back to shopping. The meeting continued and no one in the group had any idea that I had been listening to the conversation or that their words had fallen on the ears of someone who had a much different perspective than most.

It’s not that the conversation at that adjacent table was unique – it happens thousands of times each day in this country and around the world. But the perspective was unique – and what I heard reaffirmed for me why direct selling works. Tough economy or not, direct selling has a real impact on the lives of millions of people around the globe every day. It works because it’s a business about people. I don’t know the stories of each of those women, but I know they wouldn’t stand out in a crowd – they are just doing what they need to do to put food on the table, have a little fun, buy products they love, etc. etc.

So, thanks to those women for providing me with an opportunity to be a fly on the wall. I wish them good luck in their business and hope they continue to find success.

I called my cell service provider today to cancel one of two lines that I had. I recently got a new phone and no longer needed a separate account for my PDA. I’m happy with the provider, I just didn’t need separate devices anymore. When I called and requested the line be terminated, the conversation went something like this:

Phone rep: “Oh, I’m sorry to hear that you want to cancel your service. You have been a valued customer since 2000. Is there anything we can do to convince you to stay with our service?”

ME: “I’m not unhappy with the service and as I explained I’m not leaving your company - I just don’t need two lines anymore.”

Phone rep: “Well perhaps we could offer you a better rate plan. Would you like me to look into that?”

ME: “No, thanks, I still have all the same services I had before, but now I get them through one account so I have no need, at any price, for the second line.”

Phone rep: “OK, I can certainly take care of closing your account for you if there’s nothing we can do to keep your business. PAUSE. OK, ma’am, your account has been closed, but just so you know, you have 59 days should you decide you’d like to reinstate services from our company as we do value you as a customer and are disappointed that you no longer need our service. Is there anything else I can help you with today?”

ME: “No.”

Phone rep: “OK, thank you and please refer us to your family and friends.”

I had to wonder where the training broke down there. She was treating a perfectly happy customer as though I was unhappy, and in fact made me feel like I wasn’t getting good customer service because she clearly wasn’t listening to a word I was saying. To top it all off, at the end of the conversation, she asked me to refer my friends and family to her. So which is it - am I an unhappy customer they want back or am I satisfied customer that they want to encourage to go out and talk about their services to people who trust me? Sounds like they need to update their phone script.

Anyway, the point I’m trying to make here is customer service cannot be a cookie cutter. I’m sure the minute the word “cancel” came out of my mouth the computer chugged away and spit out a script for this woman to read. It didn’t matter what my answers were - she was trained to read that script and by-golly that’s what she was going to do. Do I feel valued? Nope, not at all.

I would have much preferred the rep to actually listen to what I was saying and offer assistance based on what I said. Asking how I liked my new phone or if there were any additional services I would be interested in would have been more appropriate. But, no, not in the script.

Think about the last time you experienced great service……still thinking?……not surprising. Good customer service is lost on most people today. A poor economy usually means customer service improves, but I haven’t noticed it. I rarely even get a “thank you” after the completion of a sale.

Perhaps I’m particularly cognizant of this as I spend a lot of time talking about the individualized service offered through direct selling. Think about it - you’re shopping with someone who knows you or at least knows something about you. You can call them at any time with questions and they’ll follow up with you after the sale to make sure you’re happy with your purchase. It’s their job to make sure you are happy and most take that role very seriously. Some people may not like being treated like a valued customer - and may even mistake it for being pestered - but the alternative is anonymous and sterile and doesn’t make me feel good in an economy that could use a little sunshine.

So the next time you’re out shopping, take note of how you are treated as a customer and then consider how you would like to be treated. Try the same thing if you are a direct seller yourself - treat your customers in the same way you’d like to be treated, listen carefully when they talk to you, pick up on the details that will make them feel important and then do your best to make them the most satisfied customer you have. Do this and you’ll feel confident saying “Please refer me to your family and friends!”

I was recently involved in a situation where someone asserted that direct sellers aren’t relevant because they don’t contribute to the community. My first thought was that this person clearly doesn’t know much about direct selling because not only do direct sellers contribute to the community – they ARE the community. So, in the process of enumerating a few of the many ways direct sellers contribute to the community, a blog post was born.

The following information only touches on the ways direct sellers contribute – if you have other examples that illustrate direct sellers contributing to the betterment of their communities, I’d love for you to talk about them here.

• There are more than 15 million independent direct sellers in the United States selling everything from organic gardening supplies and household products to cosmetics and food mixes. A majority of these individuals pursue direct selling on a part-time basis, earning supplemental income, although some do make direct selling a full-time career. Without the additional income some would find it difficult to make ends meet.
• There are many well-known name brands that use a direct selling model, but perhaps more importantly there are countless small sole-proprietorships – individuals who started their businesses in their home as a way to stay at home with their families. In turn, they are now helping others have a flexible schedule that meets each person’s unique needs.
• Direct selling is a perfect example of micro-enterprise. For just the cost of a starter kit (which is usually less than $100 and typically contains product samples, catalogs and training manuals provided by the company at-cost or below) a person from any background, with any level of education and with any goal can get started in direct selling. That small investment may enable that person to make ends meet or he/she may grow it into a larger business. And, if a person decides direct selling is not a fit, he/she has invested little more than their time.
• Direct selling companies and their independent sellers are passionate about giving back to the community. In fact, according to a study on the socio-economic contribution of direct selling to the US economy, in 2004 US direct selling companies gave an estimated $90 million to charitable causes. When asked what types of organizations benefited, 89 percent said they contributed to human services and charities, 36 percent of respondents contributed to education and 14 percent said they contributed to causes that benefited the environment.
• The direct and indirect economic activity generated by direct selling companies resulted in an estimated $6.6 billion in total federal, state, and local taxes in 2004. This helps communities run.
• While economic contributions are more easily measured, the industry also contributes considerably to the quality of life enjoyed by many Americans. Supplementary income, work schedule flexibility, and the entrepreneurial aspects of direct selling are some of the major benefits cited by direct sellers. These social contributions are no less important than the economic contributions.

Direct selling has an impact on many sectors of the economy. It is about much more than selling products and earning an income. For many it’s a chance to accomplish a goal, develop business skills, or simply to meet new people. The companies are active in their communities and encourage their sellers to do the same. It’s really impossible to separate direct sellers from the community because they are one in the same.

Happy New Year! After a healthy winter break (went skiing – luckily no broken bones) I’m greeting the new year with a dose of optimism I hope will infect others so the economy can find the jump start it needs. Everyone is evaluating their financial situation and looking for ways to make things a little brighter. Over the break I thought about some of the reasons why direct selling is generally fairly resilient during any economic situation and thought the following five messages summed it up pretty well.

1. Direct selling represents the ultimate microenterprise. Any individual who is willing to work hard has the potential to be a successful direct seller. Some choose to do that on a small scale – others take it much further. The flexibility, creativity and potential for growth distinguish direct selling from more traditional businesses. Low-start-up costs and ease of setting up shop add to the appeal.
2. Direct selling is a case study in personal empowerment. From getting over the fear of standing in front of an audience to being the first person in a family to own a small business, direct selling provides millions of women and men around the world with a path to success. Reaching one’s financial goals is often secondary to the importance of the life skills gained through direct selling.
3. Every direct seller is the equivalent of a local small business. Even direct sellers working with companies with billions in annual revenue are making a local impact through their individual efforts. For their customers, the company itself isn’t nearly as important as the fact that they are supporting someone in their community.
4. There’s never been a better time to stay home and enjoy the company of family and friends. Who needs a night out on the town when you can have just as much fun at home – without the crowds. Adding shopping to the mix just doubles the fun.
5. Consumers tend to look for things that will make them feel good during a recession. Many direct selling products can do just that. From a lipstick to “look good” to nutritional supplements to “feel good,” people are looking for little extras that won’t make big dents in their pocket books. Eating at home more? Try some new kitchen accessories or food mixes. Foregoing the family vacation? Redo a room in your home instead. With the wide variety of products and services offered through direct selling, it’s easy to get creative with ways to spark consumer interest.

The economy will rebound – it always does. It may take time and there may be some bumps in the road, but in the meantime, focusing on stabilizing and improving your personal financial situation is key. For some, that may mean pinching pennies, for others it may be looking for additional sources on income. Either way, the future for America is always bright.

I came across a blog post today by a guy who had seen a recent article on the increasing popularity of direct selling. He was bemoaning the fact that the result would be more invitations to direct selling parties or demonstrations. He’s right that the poor economy will probably encourage many people to explore whether direct selling is for them. There are tons of products out there that are of interest to people – especially with the holidays coming up. But what really caught my attention was his “warning” to people to decline the invitations. What? His logic is as follows: “The hard truth is that we do not need more broke Americans spending what little surplus cash they have on stuff they don’t need,” he says. I hardly think it’s fair to paint the U.S. economy that unfavorably – the majority of Americans are far from broke. In fact, I believe it’s his kind of pessimism that makes an already tentative economic situation worse. He probably has his mattress filled with cash, too. My logic says that in this type of situation you should get out there and do what you can to return our economy to good health – and while that doesn’t mean extravagant, careless spending, it also doesn’t mean hunkering down and becoming a hermit in your own home.

Here are just a few thoughts:

1)      Give yourself a “pick-me-up.” If the news of economic woes has you feeling down, you need to look on the bright side. The economy is cyclical – it always has been and always will be. Sitting at home a worrying about it won’t change a thing. If you are invited to a direct selling party or demonstration – go and have fun! It’s an inexpensive night out. If you find something you love, consider it a little gift to yourself. If not, thank the hostess for a wonderful evening, and on the drive home think about how you didn’t spend $25 for dinner, $10 for a movie ticket, and who knows how much for drinks afterwards.

2)      Be part of the solution. Most women don’t stop wearing cosmetics when a recession hits, just like most people don’t stop their health and wellness routine. For people who already buy these products, most will keep on buying. Others may even discover new brands because smart companies (direct selling, traditional retail or otherwise) increase their marketing during economic slowdowns. Research shows people are very receptive to marketing when the economy is slow because they are looking for signs that things are getting better. I say, don’t just look for signs – get out there and do something about it! When people start buying again, the economy is going to get better, so forget about putting your money in your mattress and be part of the solution.

3)      Do yourself a favor. A thriving economy is built on commerce. Whether a particular company has its products on store shelves, sells through mail order or engages a salesforce of consultants to market its products – the end result is the same – products and services are distributed to those who want them. There is always going to be a market for quality products and services – and direct selling gives people the opportunity to earn supplemental income while having fun at the same time. If you are looking for an additional source of income and are intrigued by the thought of doing something on your own, direct selling may be a good option. But, that doesn’t mean you should take the choice lightly. Be sure to set goals and thoroughly check out any company you are interested in to make sure your expectations are reasonable. Direct selling is, in fact, selling, so don’t expect the commission checks to start rolling in without putting in some work. And be sure to think beyond your immediate family and friends. While they are a great group to start with to get your feet wet, long term success will require you to get out of your comfort zone and market your products on a wider scale.

Pessimism fuels economic woes, and depriving oneself of a little fun now and then only makes the situation seem worse. So America, while the government is busy throwing billions of dollars at the situation, take the easiest step you can and change your own outlook. Get out there and have a little fun. If you happen to pick up a new shade of lipstick or a new centerpiece for the dining room table, all the better. Consider it a dose of medicine for both your psyche and the economy.

With unemployment reaching 5.7% in July, (up to 10.3% if you include those who are underemployed), many people are raising an age-old question in direct selling: is it counter-cyclical, recession-proof, recession-resistant or none of the above?

The full analysis is a bit more complicated, but it is instructive to look at the last documented recession, which lasted from November 2001 to November 2002. In 2001, direct selling companies reported an additional 1.2 million sellers over the prior year, with anecdotal reports indicating that many of those recruits came on board in the last quarter of the year, post 9/11. (The average increase between 1990 and 2006 was about 656,000 sellers per year.) Sales showed a similarly positive performance as 2002 sales were up $2 billion from the prior year, far outpacing the average increase between 1990 and 2006 of $1.2 billion.

Certainly the data from one recessionary period does not constitute a trend, but coupled with the steady growth pattern of direct selling over the past two decades, the numbers suggest that when the national economy sours, direct selling can be expected to demonstrate its recession-resistant tendencies. During more stable times, direct selling will track more closely with the economy, a fact that has become particularly evident since 9/11.

But back to the unemployment rate. A side-by-side comparison of direct sellers vs. the unemployment rate reveals that high unemployment doesn’t result in a mushrooming of direct sellers as a counter-cyclical argument would suggest. Instead, over the past decade the number of direct sellers has increased as unemployment has decreased, except for the 2001-2002 recessionary period following 9/11 when the number of sellers increased markedly during rising unemployment. This further supports the theory that a true recession causes a strengthening of direct selling numbers, whereas other economic situations result in a closer tie between performance of the direct selling sector and the economy.

So what about our current situation? Sales and salesforce numbers for 2007 showed the first declines in more than two decades. At the same time some companies are reporting solid sales and recruiting numbers while others are noting decreased sales. In addition, economists are still undecided if we are truly in a recessionary period. Can we predict that the worst is behind us, or is direct selling tied so closely to economic performance that we can expect the roller coaster ride to continue unless a documented recession occurs? Only time will tell.