Tag Archive | "sales turnaround"

Customer Service: It’s Simply The Easiest Way to Improve Your Profitability

Tags: ,

Customer Service: It’s Simply The Easiest Way to Improve Your Profitability


Based on data collected recently by my business performance analysis engine at www.MentoringSuccessGroup.com, by far one of the biggest opportunities that comes with perhaps the lowest investment of your money and resources is….(drum roll) customer service. For little more than an investment of your time, and training your employees, you can make a significant impact on your customer loyalty, and consequently, repeat customers.

Speaking of customers, did you know that studies have proven that it costs 6 times more of your money, time and energy to attract a new customer or client, than it does to keep your current customers happy, and returning for more?

What baffles me is that when the financial pressures increase, and our personal stress level goes through the roof, customer service is the first characteristic of our business to be ‘laid-off’ or eliminated. In fact, our analysis engine is acutely aware of the apparent absence of customer service during the past few months. Based on the data that we recently have collected, renewing your focus on ‘Exceptional Customer Service’ during the next 6 months will clearly give your business a distinct competitive advantage.

Here’s Why It’s Important To You…

The American Customer Satisfaction Index, a survey conducted by the University of Michigan, is at its lowest levels in the past 10 years. The IBM survey of recent retail shoppers revealed poor customer service was second only to long lines. Good customer service is essential in developing loyal customers who are only a click or a few steps from visiting your competitors.

1. Assess Your Organization

Customer service begins with the internal customer also known as your employees. Assess your organization from the top down. In many cases, poor customer service is a symptom of a more serious undiscovered problem. HINT: Incorporate proven criteria such as the Business Performance Analysis Engine at www.MentoringSuccessGroup.com to determine what you do well and where you need to improve.

2. Assess Your Customer Service Training

Poor customer service is not because your employees don’t know how to, but probably more often than not they don’t want to. If your customer service training focuses only on knowledge and skills, you are draining your K.A.S.H. Box because you are failing to address attitudes and habits.

3. Don’t Assume That Your Employees Know What Good Customer Service Is

With the world a far different place than 50, 30 or even 10 years ago, don’t assume that your potential and even current employees know what good customer service is. Specifically define what good customer service is.

HINT: Good customer service is when a customer comes back, spends more and doesn’t visit the competitor.

4. Deliver Customer Service Training in Real Time

Customer service training should extend beyond the procedures and policies. Infuse good communication skills and professional appearance within your learning sessions. Create mentors that new employees can job shadow.

5. Ask Potential or Existing Employees If They Buy From You?

If you are a retail chain, ask employees if they have ever bought from you? What did they like about your store or business? Many businesses ask the “Why do you want to work here?” question. Why not dig a little deeper?

6. Ask Yourself If You Would Buy From You?

This question may sound ridiculous, but would you buy from you?

7. Focus on Delivering Exceptional Customer Service

Exceptional customer service is when a customer brings or directs a new customer to your business.

Customer service is the beginning and the end for any business. All businesses are in customer service because without customers there would be no business. If your customer service is not at the exceptional level, then you are missing incredible opportunities to build your business and you are wasting a lot of money and resources. And,if that isn’t bad enough, your poor customer service is growing your competitor’s business.

Posted in Feature Articles, Sales & MarketingComments (0)

Tags:

The Key To A Sales Turnaround


Does your company need a sales turnaround? As we enter the new year, it’s a great time for us to take a fresh look at our sales performance in our companies and take action to turn around those aspects that we’re not satisfied with or which are lagging behind our expectations. Putting together a sales turnaround plan for your company can be done fairly quickly and fairly easily.

The first thing is to pull together key opinion leaders in the company, not just from sales and marketing, but are from outside and other departments, such as finance, operations, product development, etc. and to ask yourself, “What is it that we can do to improve our sales? How can we rally the whole company around making those improvements? What are the easiest and most rewarding opportunities that we have? What are the complacencies that have set in to our sales team that we need to eliminate? Are there territories that are underserved? Where are our best opportunities and how are our sales teams aligned to capitalize on those? What is the individual performance of each of our sales people and what are we doing to take corrective action with a poor performers or move them out of the company if they’re not capable of stepping up to our expectations.”

Now is a great time for you to start thinking about a turnaround plan for your company’s sales if they are lagging behind expectations. If your company is in a rapidly expanding market and you’re showing growth that’s slower than the market, it means that you’re losing market share to your competition. If your company is in a flat market but you have outstanding opportunities in segment or niches of that market, a sales turnaround could mean refocusing your resources on those market segments where your best opportunities are. If your company’s in a declining market, a sales turnaround could mean refocusing your company on new market segments or with new products that will allow you to boost your opportunities and get back on the path to growth. These are all things that you should think about as you think about a turnaround plan for your company’s sales efforts.

Sales opportunity management is the key to improving results. A lot of companies struggle with identifying and prioritizing the best opportunities for them amongst their prospects and amongst the deals they’re working on. Best in class companies do a great job at sales opportunity management by spending regular time analyzing their pipeline, analyzing each customer opportunity, and prioritizing the allocation of resources to make sure that those best opportunities can be focused on and converted into sales. A quick way to get organized is to have a top ten opportunity list for each of your sales reps, to bring that list to every sales meeting, and to get a regular update on what’s being done to advance each of the sales on those top ten accounts. Many companies fail to do this, but it’s a very easy tactic that can be used in order to bring greater visibility to the key accounts that are going to drive your business, and make sure that your sales reps are focusing their top attention on them.

A simple spreadsheet which is updated once a week by your sales reps and discussed at the sales meeting is a great way for you to do a top ten account review. Have your reps focus on those ten accounts every week and make sure that each week you’re holding them accountable for showing some advancement on each of those accounts, and also planning what the next steps are to continue to advance the sales at those companies. By maintaining a top ten list for each of your sales reps, you’ll show them that it’s important for you to get visibility on the accounts that they’re working on that are going to drive revenue and help them to achieve their sales quotas.

It will also get them into the mindset that they need to be focusing their time and energy on the best opportunities, as opposed to just turning out the sales activity. Lots of sales reps get overwhelmed by the volume of activity that they need to generate in order to do their jobs effectively. They get lost in activity and start to equate activity with productivity. Being productive in sales means being able to quickly qualify your best opportunities and focus your time and attention on moving those opportunities forward. By using an opportunity management system, such as the one we’ve suggested here, you can quickly make sure that your sales reps are giving primary focus to what’s going to produce the sales that your company needs in order to accelerate its revenue growth.

About this author:

Cube Management helps companies accelerate their sales, by providing the Sales & Marketing talent they need to grow their business. Cube is a leading recruiting and consulting partner to mid-market and emerging growth companies in the technology, manufacturing, healthcare and business service sectors. We work across the spectrum of Sales, Marketing and Business Development, providing holistic solutions that drive revenue and profit success.

Posted in Sales & MarketingComments (0)

Advertise Here

Content Categories

Don’t Leave Without This WhitePaper

Learn how to assess your company's strengths and weaknesses.

'The Business Owner's Guide to The Business Performance Analysis Engine'