Why sales should matter to everyone in your company!

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A sales manager recently was told to solve a delivery problem with a customer. When asked why the concerning department could not handle this as they are responsible for logistics and delivery, their blunt reaction was: “it’s your customer, deal with it”!

Surprised? Not really! Incidents like this, where co-workers and managers think that dealing with customers is solely the responsibility of sales, happen more often than expected. It has to do with people not realising the crucial role customers play in their company and not being willing to deal with customer issues.

So, why should organisations pay any attention to this phenomenon? Let’s have a closer look into this.

Commercial organisations have one sole reason for existence: they exist because customers purchase their products or services. Without these customers, there would be NO revenue and NO company.

All departments function to maintain a smooth process, as to deliver what customers expect. Because, without these customers, they would be out of a job!

Unfortunately, some people believe the customer is there for them. So when customers notice a backdrop in service, it’s often due to a faltering organisation. And faltering organisations are often the result of people who experience the customer as a nuisance: sales should deal with them.

Leadership plays a crucial role in this: when confronted with this type of attitude and behaviour, it’s vital to take action and make clear that the customer is the centre of the business. That same customer pays our salary!

Customer satisfaction awareness should be existent throughout any organisation, from top to bottom, through all levels. Only then, co-workers and managers will be able to deliver a customer excellence experience.

One last observation: when deals are closed, people celebrate. Fine, but realise one thing: then comes the challenge of delivering what is promised and creating a customer for life!

There are different ways to improve Customer Experience Excellence. I can imagine that you might be interested in knowing more. if so, click here to schedule a call with me to discuss the why, how and when.

You can also call me at +31 (0) 6427 13033

Will the salesperson working for a top corporation sell for your start-up? Think twice!

The founder of a start-up approached me some time ago with a question about a sales candidate he was considering. He thought that his number one candidate with a background in software sales with one of the big corporations would bring in quite some business. He wanted to know my opinion.

Here is what I answered:

Big corporations are very often well-known. They also have a particular reputation, in many cases a good one.

• The salesperson coming from a big corporation will have to adapt to the selling environment of your start-up, which will demand lots of perseverance, effort and doing much themselves.

• Most prospects haven’t heard of your company, which means working hard to get appointments.

• Because of the lack of brand awareness, getting appointments will be challenging.

• Selling value instead of price will demand quite a lot of effort.

• Getting people to change from what they know to whom they do not know will demand skill, high sales-DNA, and perseverance.

• Getting in front of decision-makers will be a challenge due to a lack of reputation.

Are you disappointed now? Don’t be! There are a lot of good-performing people out there who would love to work in a start-up environment.

What you need is the following:

• Market the position and your company in an attractive way. Boring ads attract boring salespeople.

• Make clear that you are looking for someone who can hunt.

• Spread the news that you are looking for someone who makes a difference.

• Use a sales-specific assessment to test candidates and avoid mis-hires due to emotions and falling-in-love-with-the-candidate. A wrong choice will cost you.

• Be patient; hiring the wrong salesperson because you are losing your patience can be an expensive venture.

Want to know more? Contact me here or at +31 (0)642713033.