Tuesday, October 19, 2010

Can Team Morale Be Measured on a Spreadsheet?

When a sales organization quantifies success only by what can show up on a spreadsheet, how does team morale get measured?

More importantly, should morale be part of the data, or should it be subordinated to actual results?

The problem is that if your sales organization is run only by those who have the best data, and those who can manipulate that data, often the nuance of morale is forgotten and invalidated.

I argue that the best results are not driven by those manage best to spreadsheet-driven tasks, but by those who have the emotional intelligence to understand that morale, good-will, and happy sales people ultimately drive long-term success.

Thursday, October 7, 2010

Customer Service: Better Than Your Best Closer

The customer service interaction at most companies is viewed as a reactive experience that typically is related to a pre-sale inquiry or a post-sale problem.

If your organization doesn't see every customer service interaction (both positive and negative) as an oppportunity to generate new business, you're missing the boat.

An unhappy customer who's hairy problem is validated and resolved, becomes your next loyal customer telling your company story for you.

If you want everyone on the phone thinking about how they can sell more to every customer, incent them to do so.
Reward your customer service reps for both their ability to take care of the customer AND their ability to generate business.