To grow your business in today’s market you must command high standards from all areas of your business including sales results, customer service and delivery of all goods and services.
No longer can businesses justify or get by with substandard performance. Customers want more from their suppliers; they want more commitment and professional knowledge from all staff members they deal with from these suppliers. They are looking for consistency from all areas of the company. Getting the process right internally to meet customer expectation is thekey for long term partnerships and future growth. Let’s face it, how frustrating is it when you are promised something at the point of sale only to find your expectations are not met at delivery?
Question – Who needs professional sales and customer service training in a business?
Answer – Anyone who speaks to your customer! Everyone from the sales department to administration, credit control through to delivery and installation process would benefit from Sales and Customer Service Training. The next question is does each department within your business treat the customer with the same respect to keep them a customer for life? In most cases no! This is because different departments have different agendas and in many cases they are not aligned with common goals and KPI’s (Key Performance Indicators) to keep your customers happy. Do not give your customers the option to go to your competitors due to poor company performance in certain parts of your business.
We all have high expectations for our sales staff to perform, but there is no excuse for the lack of performance from other staff members in your business who let your customers down. You need to address the expectation and performance across your company. Regular performance reviews, skills assessments, training sessions and incentives are great ways to get your staff aligned.
In today’s competitive times quite often it is the quality staff members that leave. Losing a key performer can have a huge impact on your business, so do not let this happen because of not addressing issues as they arise from other poor performers. Set the benchmark and standards high in your business for the whole company and get your staff on board to perform as a complete team not just as individuals!
You must give all your staff the resources and opportunities to perform at their best and always recognise and praise their contribution and hard efforts. But if they do not perform, show improvements or get engaged to meet your standards then you need to make some serious decisions! Make sure your high standards are communicated clearly across your company!
For more help and information please contact Key Business Advisors 1300 4 ADVICE