Best Support In A Network Marketing Company


How do you think you give or receive the best support in a network marketing company?

I saw an interesting Facebook post on this topic the other day (sorry I can't remember where) discussing this.

It seemed that the author was suggesting that the sponsor should offer one-to-one support, rather than recommending the new recruit to use the company resources.

This post isn't just about my business – I'm looking to discuss the best support in any online business (MLM or not) and interested to hear YOUR views and experiences.

Update October 2017  the slides refer to TPS and VIP Global. The business we started building was TPS, but based in China their company grew so fast that our UK and USA teams were a bit of a logistics challenge. So, our group VIP Global left the original company, taking with it certain parts of the plan that they owned, and set up a new company Global Shopping Rewards that preserves all of the good parts of the team, training and plan that we loved, but with suppliers for a western audience.

One-to-one Support

This is where you take your prospect by the hand and walk them through everything one-to-one. Maybe on a Skype call.

  • It has the advantage that you can establish a friendly relationship with them, which is always a good thing.

Unfortunately – in my opinion – it has more disadvantages…

  • Unless you're a full-time marketer (which I'm not) there are going to be times when your new recruit needs support and you're not there – especially with a global business. While sane people in the UK are asleep, your team in Australia may want to be getting busy.
  • When you're new in a business you don't know the answers to everything and it can be very discouraging to be hit with questions that you can't answer. It can also slow down your new recruit who is keen to push ahead.
  • If you have a big team, one-to-one support can very quickly get out of hand. Before we established a better support strategy there was a time when I daren't go on Facebook for being hit with questions…. that were already answered elsewhere!support in network marketing company
  • Most important of all is the “Chinese Whispers” effect …. where information gets less and less correct as it's passed from person to person. The VERY old joke is the war-time message that started out as “Send reinforcements, we're going to advance” and was finally delivered as “Send three and fourpence, we're going to a dance”. Apologies to those too young to be aware of our UK “old money”. So, while YOU might give your recruit the correct information…. they might inadvertently pass it on incorrectly to their recruits, and so on down the levels.

Best Support In A Network Marketing Company?

Here's how we handle support in Global Shopping Rewards.

  • Obviously there's the usual company support in the back office. That's the best place to go for questions about your order, account, profile – or anything that needs “logged-in” access to your account.
  • On top of this we have our own informal methods and we are privileged that some of the founder members, who have reached the highest career rankings, give their time very generously to point people in the right direction.
  • We have two Facebook groups, one for Brand Ambassadors building a business, and one for free VIP customers who just want to earn cashback rewards on their shopping. The groups are heavily moderated (I'm one of the admins) and we have zero tolerance for spammers! Bit of a competition to see which of us is fastest on the Delete Button! People must have an invitation from an existing member to join the groups.
  • In our group, members are very supportive even cross-line. So the other day I was stuck on how to do something on Facebook, asked someone in another team, and he spent time helping me out. Nice.
  • In the Brand Ambassadors group all the steps for getting started are clearly laid out in a pinned post and new team members are encouraged to work their way through the instructions and training that's available in a specially developed training resource (free).
  • We also have a Chat box, where people CAN get quick answers – but having seen misinformation spread (with kindly intent) we're encouraging people to reply with the encouragement to check out the official information in the Resources group. It takes a bit of discipline, and can be seen as unhelpful, until we explain why we do things this way. (I have to confess I'm not a fan of these chat groups because they quickly deteriorate into a series of cheesy grins that just push the useful information up the chat and out of sight.)
  • Our “leaders” are also readily available for three-way calls, providing a new team member has spent enough time learning about the company to have relevant questions.
  • What is NOT acceptable, is to ask right off for a 3-way, or just dump people in the chat / group and leave them to flounder.

The Compromise

As always, compromise between the two is what to aim for.

I'm always available for a “starter” chat, or ongoing strategy chats. But I steer people towards the company resources for factual information, because that is where I believe they will get the most accurate support.

The best thing someone can do for a new team member is help them learn a strategy to find their own team members as quickly as possible – before doubts set in. And because they won't know “all the answers yet” here's when support from the Facebook Resources group is most helpful.

Do you agree? Please share your thoughts below, or explain how your own network marketing company handles support.

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  • Sue Bride says:

    It’s excellent having group support as the first port of call. In an MLM scheme I think it’s good to have your immediate downline well trained, even if that means giving one to one support. They can then pass the knowledge on to their team.

    What you definitely don’t want is something that happened to me. A self proclaimed expert recruited me for a program. As requested, I created a membership website for him, with forums, Facebook/Twitter/Gplus pages, groups. Turns out he’d never been in an online MLM program, didn’t know how to use any of the resources I’d built, wasn’t interested in learning, and expected me to run the whole lot.

    I’d definitely choose a sponsor who is a part of the support team, like you.

    • Joy says:

      Hi Sue,
      Yes, I think we really have got the support side of the business covered extremely well. What’s particularly nice is that, in the group, people in other teams will help anyone – regardless of what team they are in.

      As to your bad experience with a sponsor – oh my goodness, that’s dreadful. I don’t know how some people can live with themselves, taking advantage of the good nature of people like yourself. Hopefully you could use the resources you produced to build your own business.

      Sadly we learn by these bad experiences – but then move on wiser.

      Joy – Blogging After Dark

  • Mandy Allen says:

    Oh yes, I agree, Joy. There are so many factors to any business that we have to be very clear about where we lie in terms of knowledge. It’s no good passing on mis-information. I agree with you, send people to the right place – that in itself is giving information – then help out where your strengths lie. And time zones are a nightmare in this online world, aren’t they!

    Enjoy the journey!

    • Joy says:

      Hi Mandy

      TPS has so many different aspects you can specialise on, for a part-timer it would be tough to be an expert in all of them.

      A classic example is the free drop-shipping training we have. I don’t use this method of earning myself, but others in the business are making full-time incomes with it. So it would be madness for me to do anything other than direct a potential drop-shipper to the free training and support group.

      Because of my own totally screwed up body-clock I cope pretty well with the USA people in my team, but there are countries where we’re hardly ever online at the same time, so at that point the Facebook groups really come into their own.

      Glad you agree, and thanks for visiting.

      Joy – Blogging After Dark

  • Good Morning Joy! Support is key to any business. Nobody likes to go it alone huh? Looks like you go this one covered..

    Great Job
    Thanks for sharing
    Chery :))

    • Joy says:

      Morning Chery,

      Yes – I have been in online businesses where I have had no support at all and that’s not a good feeling.

      Joy – Blogging After Dark

  • Hi Joy,

    So good to see you back blogging!

    Couldn’t agree more about how crucial it is to establish duplicatable entry steps immediately for new members to follow. Too much hand-holding weakens the whole.

    BTW, thanks for the link to the ‘Silent List Building’ system.

    • Joy says:

      Hi Edward,

      The support in the USA/UK business has improved no end since the original company. The original procedure was designed for people sitting side by side with their prospect, which doesn’t often happen online. So leaders in our particular group invested heavily to establish their own resources.

      At first it seemed mean telling people to “go to the group” for answers, but the team grew so fast it would quickly have been impossible to do anything else.

      Thanks for your kind words – and I’m pleased to be back. The last few weeks have been a real struggle, but hopefully turning the corner now!

      Joy – Blogging After Dark

  • Hi Joy,
    Support is SO important! I have a couple of clients who would be absolutely lost in an online business. They have difficulty learning how to “link” where for us it’s second nature. I can’t imagine them starting out in an mlm.. they would most likely give up before they began .. wonderful members have you!

    • Joy says:

      Hi Lesly,

      You’re right… even looking round my offline friends who are intelligent, professional women in their own careers, they wouldn’t have a clue what to do with Internet Marketing in general and MLM in particular.

      It’s easy to forget that we’ve sort of grown up with online business until many aspects are just second nature. Even with blogging, I remember when a WordPress post was a really difficult thing to do, but now it’s almost the light relaxation of the day (barring the occasional frustration!)

      Of course, I have far more to learn – such as the Silent List Building videos that I will be passing on to less experienced members of my team.

      With the overall team resources we can help people at every level. I’ll be the first to admit that I have people in my team who are far better at online marketing than I am, so they are already operating with much higher skills than me – thanks to the team resources.

      Joy – Blogging After Dark

  • Amaka Adindu says:

    Thanks for sharing Best Support In A Network Marketing Company. Every company is different and different support system. Group is very popular with many network. The last one I looked into did not like the group format cuz of the fear of regulation. Immediate up lines are always their to help. I am not a fan of chat either. Sometime they sound robotic than real person.

    • Joy says:

      Hi Amaka,

      Interesting to hear about the company that worried about the regulation aspects of having a Facebook group. We haven’t had any problems related to the company because our leaders keep a watchful eye on what everyone is posting.

      Occasionally I have been asked to remind one over-enthusiastic member that the claims he was making were totally ridiculous and could tarnish the company reputation. Also, we have had people put into Facebook jail for too many posts to groups. But these are “individual related” issues rather than company. Again, the Facebook group structure meant we could stomp on them fairly quickly. Support group spammers are deleted and blocked quickly too.

      Joy – Blogging After Dark

  • Gaurav Heera says:

    support is a key to good business and nobody go alone, this is really wonderful and full of information article it really worths and thanks for sharing it with us

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