Arbonne Makes Starting a Small Business Beautifully Simple: Q&A with Cynthia Chan

First of all, tell us a little bit about the company Arbonne International. Is it a form of franchising?

Arbonne is a 35-year-old company which currently operates in the United States, United Kingdom, Canada, Australia, and now Poland. Arbonne products are of Swiss heritage but are now made in the United States and the products are shipped directly, so there is no retailer between the manufacturer and the consumer.

Arbonne uses a system of independent consultants to promote and sell its products, which means individuals (like me) are the ones who promote and sell the products. The only upfront cost required is a one-time registration fee to start the business. There’s an annual renewal fee, along with a $150/month sales volume maintenance requirement — but beyond that, it’s very affordable to get started.

Arbonne is not a franchise. With franchising, you usually have to follow strict corporate standards about every detail. With Arbonne, each independent consultant can choose to focus on which products he or she wants to sell. You can run and operate your business however you like (although there are policy and procedural guidelines that must be followed). In order to get your foot in the door, you must be sponsored by a fellow Arbonne independent consultant.

What led you to start your own business?

While the problem-solving part of my day job keeps me interested in my career, after working behind a computer monitor for 20 years I really wanted to follow in the footsteps of my father and grandparents and start my own business.

A sampling of some of the products Arbonne offers

What sources did you use for startup capital?

My personal savings, but the good news is that with Arbonne I am able to scale into the business.

What do you think is your greatest business strength?

A few of the skills I’ve acquired from my day job serve me well in my small business. Namely, my analytical and problem-solving skills, my experience in vendor management, and (hopefully!) my leadership skills as I am planning to expand and build a team to work on this business.

What do you enjoy most about owning your own business?

I most enjoy being able to work on my own schedule and from wherever I happen to be. I envision being able to run this business while traveling the world! Well, maybe in short burst while still keeping an eye on the business, something today’s technology makes easier than ever.

What do you think are important entrepreneurial skills to have?

Tenacity and the ability to think on your feet. There are going to be challenges and unexpected circumstances that will pop up when you least expect them, but if you have a vision and are able to follow through and rise to the occasion, you can get “luck” on your side and find success.

What are some challenges you’ve faced in business and how did you overcome them?

I had no prior sales or marketing experience, and didn’t really know the first thing about prospecting or how to develop and promote products. Luckily for me, I had very strong support from friends who introduced me to the business, and was able to learn from them and model myself after the successful ones.

What do you wish you’d known before you started out?

I think I probably will have a better answer to that question after my first year in business, when I am able to reflect on the journey. Right now, I wish I had kept contact information for everyone who I've ever connected with so I could reach out to them about my new business.

How do you find new customers? What do you do to make sure they become return customers?

I believe in providing excellent customer service by creating raving fans so who will return to me for their next purchase. Obviously, it also really helps if the product solves a need that the customer has. Since I am in a business that offers consumable products, if my customers love what they’ve bought and I provided them with excellent service, when they run out they will hopefully come back for more.

What are some other companies or entrepreneurs you admire, and why?

Since I come from a technology background, I admire Google and Apple for different reasons. Google for having a bold vision that allows its employees to feel engaged and challenged. And Apple’s products have revolutionized so many aspect of my life that I am amazed at what the company has been able to do in the past decade, staying innovative while not being weighed down by its size or consumed by bureaucracy.

Do you have a favorite inspirational quote?

“Create the highest, grandest vision possible for your life, because you become what you believe.” — Oprah Winfrey

Any interesting new initiatives that you are working on?

I’m working on an initiative to allow AIDS/LifeCycle participants to donate 10 percent of their online purchase directly to the San Francisco AIDS Foundation.

I’m also reaching out to different networks that I’ve established and getting involved with charities that I've supported throughout the years. I am committed to giving back part of my business’s proceeds to these charities and, in the process, hope to connect with the people who support the same charities.

What advice would you give to someone hoping to start a business similar to yours?

There will be moments of doubt, but you can succeed if you really work hard at it.

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