Think about your business from the customer’s point of view … then the sales will follow.

With a change of emphasis on everything you do to place the customer experience as the highest value in your organization, you align your efforts and motivation to become exactly the same as the desires of your customers.

So, think of everything in your organization and ask yourself:

• Is the customer experience really your highest value?
• Are you customer orientated or product orientated?
• Can you clearly and concisely articulate what business you are really in, from the customer’s, not your own, point of view?

Is this understanding mirrored in:

• Your recruitment
• Your training
• Your marketing
• Your sales literature
• Your reward structure
• And, most importantly, the actual experience your customer has of you in each and every transaction?

And now for the really crucial questions:

• Do you measure it?
• And what would your people say if you asked them these same questions?

Many organisations are still unclear about exactly what business they are in and exactly what type of customer experience they really need to provide. This means that they are unable to clearly train and empower their people, who are of course the crucial instruments they have to rely on to actually deliver this service.

This is also the main reason why:

• there is so much confusion and smokescreen around the whole issue of customer service, and
• introducing the idea of ‘sales through service’ is often met with such resistance by exactly the people who would be best at delivering it

Many employees have misguided beliefs such as ‘I’m a customer service agent, not a sales person’, and ‘the customer doesn’t want to be sold to’. These beliefs are reinforced by the organisation’s inability to clearly articulate and communicate what the customer really wants and how it links to the ‘customer focused mission’.

It means that they can’t realistically clarify what good service is, and most importantly, what it isn’t.

They need to wake up to the fact that sales and service are the same thing. Failure to do this is a lose / lose / lose situation: customers get poor service, employees get dissatisfied, and organisations get poor results.

Remember: the manager or the leader‘s task is to make it painful, unattractive and personally unprofitable to deliver poor service, whilst at the same time making it fun, exciting and rewarding to deliver great service in all circumstances.

This is not easy.

You wouldn’t do your Tax Return without the help of your Accountant, so please don’t try and do this without the help of an expert.

Call us today: we can help: and it’ll cost a LOT less than you’re currently losing by not doing it!