Now and then, I’ll receive a correspondence from someone a Southwestern Company independent student dealer has met in the course of running their business who does not have a complete understanding of our summer sales program or the dealer’s intentions. Why? My experience leads me to believe, more often than not, they are not listening or wanting to understand. That’s a shame. It is quite a simple concept – for those who take the time. Here’s what I think:
FEAR BREEDS MORE FEAR; MISINFORMATION LEADS TO MISCOMMUNICATION
Case in point: an e-mail recieved July 14, 2009 (in entirety):
To Whom It May Concern,
We were approached by an extremely polite, nice young man selling your wares. We live in Florida and it is extremely hot for someone to be biking around door to door (91 degrees). As nice as this person was all I can think about when someone comes door to door is whether they are staking out our home for robberies or what type of scam is being pulled.
Even though you are a legitimate company, I would never buy from you this way and I really think it is a horrible way for a young person to make sales. Most of my neighbors also feel this way and we all feel really sorry for the young person. This seems like a really ineffective sales technique not to mention dangerous for young people. As a legitimate business with a good name dealing in materials for children I can only say it doesn’t reflect well on you.
In my response, I thanked them for their e-mail and went over the safety training and precautions provided to the Southwestern student dealers. I also agreed to a certain extent with a portion of my response:
“What you have told me is a common fear that runs deep through the thread of America at this time in particular households. Since 9/11, I have noticed an increased awareness and sense of protection in countless neighborhoods. I really think this is a great thing for each community and our nation.”
I find it amazing someone would think of door-to-door sales as an “ineffective sales technique.” Door-to-door sales are actaully very effective, as one-on-one or personal sales are the most effective way to build relationships and show your conviction in the product, service or idea.
“I certainly respect your opinion of door-to-door sales and appreciate the openness of your e-mail. I think there is a whole other side to this type of sales that benefits the students dealer, the customer they do serve that have a need for the products and the community in general that welcomes them.”
The conclusion to my e-mailed response:
“As a parent of two daughters, I understand where you are coming from. I have, however, also been on the other side. While the door-to-door sales model for this program does have very old roots, please keep in mind, for the student it provides attributes found desirable in the workforce even in today’s technological and sophisticated society. The byproducts of sales are quite simply a real life education the students do not receive in the classroom. Our real product is the students themselves, rather that the books and software we publish.”
No one has to subscribe to my opinion. I only ask they approach it with an open mind.
In a continuing series of posts to this blog, I will answer common questions and address topics related to the purpose of this blog.
Question: WHAT ARE YOUR THOUGHTS ABOUT THE STEREOTYPES OF DOOR-TO-DOOR WHEN IT COME TO SAFETY?
Answer: Like most college students, when finals came it meant late nights, unhealthy amounts of red bull, and practically taking up residency at the library. However, to access the library at late hours required a little trek across campus. As a female, walking across a college campus alone at night can have its fear factors. Thus, I made a habit of calling a friend for the walk to serve as an extra precaution. The University even took action and placed emergency blue lights methodically around the campus to provide added safety for its students. Still, I could not help but feel slightly wary of my vulnerability and the potential dangers associated with a young female walking alone during those late hours. Typically, with admittance to a university, campus safety is usually an afterthought. In fact, most often it is simply assumed. Yet, statistics show that one out of every eight females will be assaulted whilst in college.[1]
To my surprise, when my parents heard I wanted to sell books door-to-door for a summer internship, they looked at me as if I was volunteering to be the next face on a missing milk carton. I was almost certain my parents would be content with the idea of me spending my summer with families and their children talking about education. Looking back, I understand how my being female generated more cause for concern than if I were a male. Yet I still couldn’t understand what I considered was their “over-concern” with this when they seemed to neglect most, if not all, other potentially dangerous endeavors which yielded great praise. Examples of these endeavors include going away to college, backpacking Europe solo, numerous road trips and skydiving, to name a few. To me, the idea of selling books was just another exciting adventure and in no way was it compromising my safety. I felt my parents were basing their judgment on the idea of it being more taboo rather than looking at the facts.
Unfortunately, when most students approach their parents about a door-to-door sales opportunity it is in their parental nature to be instantly closed-minded (and they should until they have the facts and are educated about the opportunity). I now recognize this is what being a parent is like: you always worry about your children and want the best for them. Occasionally while talking with families, I would have some who were inquisitive that wanted to know how my parents allowed me to participate in such a “dangerous” program. “Especially for females,” they would say.
Here are my thoughts:
- I felt safe with the reputation of the company I was looking into (Southwestern in this case)
- I spoke to others who had done it before
- I learned the company was over 150-years old
- I saw they had the university’s permission to recruit on campus
- I attended tons of training about everything from the products to ethics and, yes, safety
- Southwestern wanted to meet with my parents, who were asked to endorse me in order for me to participate
(1) I would never deliberately put myself in compromising situations that were going to cause me to feel uncomfortable – on campus or elsewhere. For example, while selling I would only enter the home if the mother was there and I would make it my mission during the day to make appointments for the evening hours. I have never felt frightened doing this job because I never gave myself reason to.
(2) My parents were more at ease once they spoke to the family I was living with and knew I would be taken care of. My first summer running my own business through Southwestern, my mom was very wary of where I would live. She was very relieved when she understood I was in a safe environment and had someone I could rely on for support in my times of need.
A lot of families I meet in the summer have a misconstrued understanding of what I do. Usually once families hear me out, they come to an understanding of our program, but I think at first they assume we are just a bunch of helpless college students who unloaded from some van and just knock on random doors (by far, not the case). It is liberating to be able to explain what I do and change someone’s jaded perception based from stereotypes or simply an assumption. Just like on my college campus, by being aware of my surroundings, having alevel head and using common sense, I have found security in what I do. I’m a door-to-door sales person.
[1] Martin, Laura C. (1992). A Life Without Fear. Nashville: Rutledge Hill Press, 71. Retrieved August 15, 2000, from the World Wide Web: http://www.uga.edu/~safecampus/statistics.html
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Lucy Morton-Hicks is the Communications Specialist for the Southwestern Company, the nation’s oldest direct selling company based in Nashville, Tennessee. She is an award-winning, top sales person and recruiter who has run her own business as an independent dealer the past three summers selling Southwestern Company’s educational products door-to-door in their summer program for college students. She is also engaged in the training and mentorship of students from several Florida universities.
In an article on December 16 by Reuters titled, “Avon calling: More US workers try direct sales,” there is an interesting dichotomy regarding the direct sales industry.
With the economy dipping the way it has, more U.S. workers have tried their hand at running a direct selling business. In fact, 15.1 million – 100,000 more than the previous year. However, in a not-so-typical turn, sales for the industry dropped around four percent.
According to Amy Robinson, spokesperson and VP of Communications for the Direct Selling Association, previous recent recessions have met with an increase in people and sales. This particular one is more like the economic dip in the mid-1980s.
While figures are not available yet for 2009, Robinson expects the jump in sales not seen to this point.
This article, while discussing a downbeat economy, contains a really upbeat projection for the future. With examples of success stories around the country, direct sales is simply a very unique way to offset one’s income in both tough and not-so-tough times. This is happening with other direct selling companies… and with Southwestern Company too.
Currently, Southwestern is finding the statistics to be rather positive, an upswing, if you will. In part, because college students are seeking opportunities outside-the-box to help them be noticed in an over-crowded, entry-level job market. That is one of many things Southwestern can offer a young person. As well, the summer internship is a great way to offset educational expenses. Some statistics for recruiting have even crossed into double-digit territory this past fall.
Two things I know for sure: (1) The economy will bounce back; (2) Direct sales offers empowerment to individuals. Add those two together and you have another viable way to stimulate, retain and grow a healthy economy.
Viva la direct selling!
The holiday season brings a time of thanks, joy, cold air, and… of course, holiday scams. While none of these are anything new this time of the year, you have to be cautious.
Just the other day, we had a stranger lurking around Southwestern Company’s corporate headquarters in Nashville, Tennessee, boldly taking personal objects, including an employee’s credit card. It was used shortly after at Opry Mills Mall, several miles away. Criminal activity and scams come with the season. While a shame, it’s a fact.
In an article in the Marshall News Messenger out of Texas, titled “Nonprofits, BBB warn of holiday scams” by Angela Ward, the Better Business Bureau of Central East Texas issues several warnings for consumers. The holiday season is a prime time for scam artists to solicit charitable donations door-to-door. While the article correctly mentions how some legitimate nonprofit agencies DO use door-to-door as a method of collecting donations, many charities primarily utilize mail, phone and e-mail.
My guess is door-to-door is a common way scammers use to prey on people’s charitable nature because it’s harder to say “no” to someone’s face, especially because it’s sold as “helping others” during the season of giving.
In East Texas, they have had a problem with door-to-door solicitation of charitable funds, and after investigation, the charity does not exist or the solicitation is not authorized. This is very similar to how disreputable door-to-door companies and individual solicitors stain the image of legitimate direct sellers. Even Donna Mahurin of the Greater Longview United Way comes to the same conclusion. She is attributed in the article as saying people who run con games by pretending to collect for charities hurt legitimate nonprofit agencies. Absolutely right!
In another article on Forbes.com, titled “Holiday Scams: ‘Tis the Season to be Wary” by William P. Barnett, Barnett gives examples of all types of scams, including, yes… door-to-door. With the popularity of the Internet however, he suggest a lot of the scamming surrounds gift card pitches and unsolicited e-mails with full-on identity-stealing software. It just goes to show, you have to be careful on several fronts, not just on your front porch.
A few ideas from the Marshall article suggests what to look for:
1. Make sure the charity is trustworthy. Some intentionally sound like established, legitimate charities and nonprofits.
2. How will the donation be used? Is this fully explained.
3. Is there pressure associated with the appeal? You do not have to immediately give. You can ask for something in writing and research the charity.
A few of my thoughts:
1. Always ask to see a permit if one is required.
2. Ask to see some form of identification from the solicitor.
3. Do not allow anyone in your home if you feel uncomfortable.
4. Do not feel pressured to purchase or donate. Politely decline and thank them for stopping by and thinking of you. Never hand over any form of money to simply “get rid” of someone.
5. Check with the BBB to see if they have any information on the company or charity.
I hope this helps. Education and awareness is the best preparation for staying safe during the holidays.
Happy holidays everyone!
I just got back from the Direct Selling Association’s (DSA) Communications & Internet Marketing Conference in Las Vegas.
This is a conference I have been proud to be associated with since it was established about five years ago as an attendee and presenter. This year, the entire conference was about social media and the direct selling industry.
Over 325 direct selling communications, marketing and IT folks, Presidents and CEOs attended. I presented on the topic of blogging and buzz marketing. It was amazing to have a room full of industry peers that were all seeking their “ah-ha” moment when it comes to social media. And, let me tell you… they went home with a bag full of “ah-has.”
In a pre-conference marketing piece, I was quoted by the DSA as saying “Social media can no longer be ignored or simply dismissed as a non-credible means of communications to your various audiences. Direct selling is as much about relationship-building as it is selling.” I really think social media is revolutionizing the direct selling industry (among others). Currently, you have your technology innovators and your early adopters. Alarmingly, however, you have your late-bloomers. And sadly, you have your not-gonna-do-its who refuse to adapt. As heard at the conference, we know what happened to the dinosaurs…
Social media is a very effective means of communication. It is the combination of the emergence of pull technology, content sharing, and both user and consumer generated media. It’s two-way communication that offers advantages to both parties. It is the latest technological tool for relationship-building. I could go on and on about how it takes the personal part out of the sales, out of the relationship. However, if used adeptly, it can be the beginning of long-lasting, fruitful relationships – perhaps cyber first, leading to up-close and personal.
Each generation has traditionally developed different consumptive habits of digesting media…HOWEVER, technology has bled through the generation gap.
– EVERYONE’S DOIN’ IT!What we have done at Southwestern Company is to realize this and act on it. In our 155-year history, we have never been able to be so transparent and open to contact and feedback. With all the viable social options to our independent sales force of college students and the customers they generate, we have an even greater opportunity to reach out to students, parents, consumers, and others – including detractors.
Even this very blog is a result of our social media resolve. To spread our opinions, philosophies and stance on consumer issues, ethical standards and industry-wide educational efforts is a big thing! Thanks for reading… I hope this blog serves as a two-way forum for consumers and other interested audiences relevant to the topics covered.
Hi there. I’m Lucy Morton-Hicks, the Communications Specialist for Southwestern Company. I’ve run my own business as an independent dealer the past three summers selling Southwestern Company’s educational products door-to-door in their summer program for college students. I’m also engaged in the training and mentorship of students from several Florida universities.
I graduated from Florida State University in May of 2008 with a degree in communications and have successfully run my own business working with families in and around Nashville, TN, Newark, OH and Granite Falls, NC. For the past two years, I have served as a mentor and leader to other students to help them also run a successful business and gain skills beyond the classroom to prepare them for life.
Too much pressure in a sales situation... not a good move.
In a new series of posts to this blog, I will answer common questions related to the purpose of this blog. Question: AT WHAT POINT DOES “PERSISTENCE” BECOME “PRESSURE?”
Answer: Good question. Prior to my future being shaped by running my own business selling products to families door-to-door, I had two experiences with door-to-door sales people.
While a sophomore in college, a young person selling magazines knocked on my apartment door. He gave me a pitch about how the more subscription he sold, the closer he would be to winning a cruise through his school. Feeling in a charitable mood, his insistence paid off and I bought one. Another time, a persistant young man was asking for donations in exchange for a magazine he wrote about his views on politics and religion. Again, I bought.
As I think back, and knowing what I know now from my training and experiences, I am amazed I bought. I also remember the pressure put on me by these individuals.
Any sales person worth their weight will have just enough persistence to be short of pushy. Once the line is crossed, the customer will feel pressured or forced to purchase. Rule #1: If the customer has to buy to get a salesperson to leave, the line has been crossed from persistence to pressure. This is not an effective or even moral way to sell your products or yourself door-to-door.
Over time, I have become comfortable with rejection, as it is not personal. I can hear it and still leave the customer (and myself) in a good mood. Whereas, one of the young men, in all his efforts to sell, made me feel guilty for not wanting to help him win his school trip. The only reason I really bought was because I was pressured to feel sorry for him. Rule #2: If the sales person uses a guilt trip to get you to buy, the line is crossed from persistence to pressure.
The magazine seller was relentless with his sales tactics and methods of persuasion (which I now believe the trip/cruise to be a pitch to get me to purchase). I can only imagine he seldom felt wholeheartedly good after those pressure sales. When I knock on a family’s door, my primary goal is to find out how the children in the household are doing academically and whether or not the products I sell will be of use to that particular family. More often than not, if the child is present, they personally see how and if the product would benefit them. When that is the case, I know I have helped a family - pressure-free. After the sale, I feel good about it. I feel good about myself and my level of persistence, but more importantly, the family feels good about their purchase. That fulfillment is something I feel can be missing when “persistence” becomes “pressure.”
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Lucy Morton-Hicks is the Communications Specialist for the Southwestern Company, the nation’s oldest direct selling company based in Nashville, Tennessee. She is an award-winning, top sales person and recruiter.
I would like to point out something multiple traveling magazine sales crews are using as a pitch at the door. Although I know it has gone on for some time, it is still shocking every time I run across it.
Various traveling sales crew members are scamming homeowners by saying the subscriptions they buy will go to members of the military stationed overseas.
What a perfect ploy! Not only does the magazine seller collect money from the customer, they are off the hook for having to deliver a product. The crafty scammers are taking advantage of families with loved ones overseas. There’s plenty wrong with this. For starters: they are take advantage of a vulnerability some military families have as their emotions and stress levels may be at a peak. They also have sympathy for our overseas soldiers, as they are directly affected due to family members being among those deployed.
This happened in Amarillo, Texas, as recent as November 11. The article from the Amarillo Globe & News, “Men selling magazines might be part of a scam,” said the young men involved in this scam were not even providing the homeowners with a receipt – which is a violation of Federal law, as you must provide two copies. This is definitely one of the differences between reputable and disreputable direct sellers.
Beyond lying about their association with our armed services, they also lied by saying they were raising money for a college choir trip. The local college has denied there is any such fundraiser underway. It also looks as if they also did not register for a solicitor’s permit with the city.
Scammers preying on military families, this is surely a low. Certainly not a new low, but ranks with the lowest of lows.
This week, the National Consumers League (NCL) issued a press release in response to the discovery of the remains of Jennifer M. Hammond, a young traveling sales crew member who disappeared in the summer of 2003.
Hammond was dropped off by the magazine-selling crew in a trailer park in Milton, NY. It was the last time she was ever seen.
In the release, Sally Greenberg, NCL’s Executive Director, issues a warning about the dangers posed by traveling sales crews including the risk of financial, physical and emotional victimization.
The warnings from NCL regarding traveling sales crews are not new. The job has been a fixture on the annual NCL “Five Worst Jobs For Teens” list.
Upon reading the release, I wrote a letter to Executive Director Greenberg applauding her and the NCL for their efforts to warn about the inherent risks associated with traveling sales crews to both the young people who make up those crews and the consumers they target.
Southwestern Company and NCL have long shared a similar disdain for the unscrupulous magazine sellers. Among other efforts, Southwestern has helped support the printing of two NCL-produced consumer brochures: (1) “Is this job right for you? ,” a brochure about traveling sales crews; (2) “When a door-to-door salesperson comes knocking,” a brochure on door-to-door safety. As well, we have sponsored a month in the NCL Consumer Calendar three times in the past regarding the same topics of traveling sales crews and door-to-door safety tips. (See “Education & Awareness Initiatives” widget to left of this post for brochures and calendar information.
I think Ms. Greenberg had it right when she said, “Jennifer Hammond’s death should serve as a tragic warning.” The dangers are real, proven over and over by the carelessness, crimes and collateral damage left in their wake.
PARENTS AND CONSUMERS ALIKE: KNOW THE DIFFERENCE BETWEEN LEGITIMATE DOOR-TO-DOOR SALES (DIRECT SALES) AND DISREPUTABLE SCAMS.
In yet another article about magazine scams, Scott Whipple, staff writer for The Bristol Press wrote something that caught my eye in his October 12 article, “Magazine scams hit front doors.”
Whipple paints the picture of having a young person at your door claiming to be raising money for something or other. The scam? The young person may be part of “an aggressive sales force that preys on low-income people.” He further states the young person may be also be a victim of “rip-off artists” who may not pay as promised. Thus, the vicious cycle of the traveling magazine sales crew continues.
Getting back to what caught my attention, Whipple reports the Connecticut Society of CPAs are noticing an upswing in the complaints of their clients about being scammed by the door-to-door traveling sales crews. What a great connection! CPAs are always looking out for their clients and are knowledgeable about financial scams and the community.
Throughout the article, Whipple does a fantastic job of remaining balanced (stating there are some legit companies out there), while presenting options for his readers when presented with a magazine offer at their doorstep. He covers everything from the Federal Trade Commission’s three-day “Cooling Off Rule” to questions to ask the solicitor prior to purchase.
I recommend a quick read – even if only for the tips.
In a follow-up to my last blog, New York Times reporter Ian Urbina has brought the dangers of traveling sales crews into the national scope once again in an article on October 15, “Six charged in beatings of salesmen.”
Warning - Magazine Crews!
I say “once again,” as Urbina penned one of the most complete features I have read regarding traveling magazine sales crews. I have his article linked on the “Resources” page of this blog, or you can read it from this link: “For youths, a grim tour on magazine sales crews.” If you have not read this, it tells the story of the real-life daily grind of life on the road in a sales crew – warts and all.
His most recent piece provides a little more information than the article I had resourced in my previous blog: Brutal beatings with bat, golf clubs – par for the course on road with traveling sales crew. It also happens to include the subject of another of my previous blogs: Fresh Start Opportunities (Fresh Start Opportunities not so fresh after all, reeks of scam). This company has a long history of complaints… still.
What’s wrong with this picture? Warnings have been issued about Fresh Start, it “claims” to be a charity, many consumers never received ordered magazines, and their phone has been disconnected. The Washington AG’s office is even considering “civil penalties” according Urbina’s article. I guess so… It is shameful these types of operations continue to operate the way they do.
My parting thought - I hope the two young men who were beaten for wanting to leave the sales crew are able to make a full recovery, physically and emotionally.
