Customer Onboarding
OUR GOAL:
Delight customers, create results and build genuine connections!
THE PROCESS
1. FIRST ORDER
2. WELLNESS CONSULTATION
3. HAPPINESS CHECK
What it’s all about:
After placing their first order, customers are not left on their own. You personally guide them through the entire journey. From the excitement of opening their products for the first time to confidently using them in their everyday life.
This is the key to long-term success – for you and your customer.
A Warm Welcome
Send a Personal Welcome Message
via Telegram, WhatsApp or email
When?
As soon as you receive the enrollment email or your order has been paid for.
Goal?
Build trust, make good use of the waiting time and create the first connection through the welcome page.
Sample Message | Copy & Paste
Dear [Name],
thank you so much for your trust and a very warm welcome to dōTERRA.
You can now log in to your personal account in the dōTERRA shop at any time and reorder products at a 25% discount:
👉 https://shop.doterra.com
To make the wait a little easier until your products arrive, I’ve put together some important information for you so you can already start getting familiar with everything:
👉https://thereisanoilforthat.eu/en/a-warm-welcome/
There you’ll find a PDF explaining how to use your oils and supplements, as well as a short video where dōTERRA fans share some of their favorite products. Feel free to take your time and have a look around.
You can join our exclusive customer group via the link below. There, you can ask any questions you may have and receive timely answers.
We’re so happy to have you — a very warm welcome! 💛
Join our Customer group:
https://chat.whatsapp.com/J2lXPeJffhv4Fr8h2y5J02
To help you get off to a great start, let’s schedule a quick meeting for shortly after your package arrives. I’ll show you exactly how to get the most out of your products and I have a little surprise for you, too. 😊
When would be a good time for you?
Warm regards
WELLNESS CONSULT
IMPORTANT: FOR CONSULTANTS ONLY
DO NOT FORWARD TO CLIENTS
The following link is not intended for customers.
Here you’ll find two conversation guides that walk you through the wellness consultation step by step, so that the conversation can be conducted in a simple, manageable, and confident manner.
Ideally in person, via Zoom or by phone
When?
5–10 days after enrollment
Goal?
The customer unpacks their order, holds each product in their hands and knows how, when and why to use it.
They are also introduced to the Lifestyle Webinar and the Loyalty Rewards Program (LRP) for the first time.
→ Go through this page together with your customer during the Wellness Consult.
WELLNESS CONSULT
Send this message AFTER the personal Wellness Consult
via Telegram, WhatsApp or email
→ Important: During the consultation, schedule the second appointment for the Happiness Check right away or add a follow-up reminder to your calendar!
Sample Message | Copy & Paste
Dear [Name],
thank you so much for our lovely conversation.
As discussed, here is the link to the Wellness Consult page:
👉 https://thereisanoilforthat.eu/en/wellness-consultation/
There you’ll find all the important information to help you get off to a great start with your essential oils and supplements:
🔗 Access to our Lifestyle Webinar l with tips and practical ideas.
🔗 100 ideas for the Home & Family Essentials Kit with inspiration for your everyday life.
🔗 Important links, including our book recommendations, apps and customer groups.
🔗 Access to a private Telegram channel where you’ll find exclusive additional information about the supplements including practical tips, background information and specific recommendations for everyday use.
Take your time to explore everything, save the highlights and feel free to reach out to me anytime if you have any questions.
Warm regards
HAPPINESS CHECK
IMPORTANT: FOR CONSULTANTS ONLY
DO NOT FORWARD TO CLIENTS
The following link is not intended for customers.
Here you’ll find a conversation guide that takes you step by step through the Happiness Check, helping you keep the conversation simple, easy and confident.
Ideally in person, via Zoom or by phone
When?
Approx. 2 weeks after the Wellness Consultation
Goal?
Increase customer satisfaction, set up the Loyalty Rewards Program (LRP) together and talk about referrals and ways to cover the cost of their products.
→ Go through this page together with your customer during the Happiness Check.
HAPPINESS CHECK
Send this message AFTER the personal Happiness Check
via Telegram, WhatsApp or email
→ Stay in touch with your customer regularly, approximately every 4 weeks.
Sample Message | Copy & Paste
Dear [Name],
I’m so happy to hear that the oils are already supporting you so well in your everyday life.
On this page, you’ll find some additional information, ideas and inspiration:
👉 https://thereisanoilforthat.eu/en/happiness-check
There you’ll find:
• everything you need to know about our Loyalty Rewards Program (LRP)
• our free educational series on essential oils & supplements, with lots of practical tips and ideas
• an eBook with DIY recipes and ideas for using your products
And as we discussed: If you know anyone who might also benefit from the products, keep our CARE & SHARE Week in mind. It’s a wonderful opportunity to share your experiences, help others and easily dive even deeper into the world of essential oils 💛.
If you have any questions, feel free to ask them in our customer group (https://chat.whatsapp.com/J2lXPeJffhv4Fr8h2y5J02). And if you’d rather not ask in the group, I’m always here for you 😊.
Warm regards
CHECKLIST
For you as a Wellness Advocate
A Warm Welcome
- Send the welcome message to your new customer.
- Schedule an appointment for a personal Wellness Consult.
- Invite your new customer to join the appropriate customer group.
Wellness Consult
- Go through the products together and show your customer how to use them in everyday life and where to keep them so they’re always within easy reach. (Conversation Guide)
- Tell your customer about the Lifestyle Webinar.
- Briefly explain the best way to reorder products at a lower price and introduce the Loyalty Rewards Program (LRP).
- Schedule the Happiness Check right away.
Happiness Check
- Gather feedback and experiences, deepen your customer’s understanding of how to use the products and build their confidence.
- Explain the Loyalty Rewards Program (LRP) in more detail and if needed, set it up together.
- Talk about sharing and referrals and if appropriate, invite your customer to join the CARE & SHARE program.