"The Customer Rules!"
It's an all too familiar mantra we keep hearing over and over again,
but it warrants repeating. The customer is the person who decides to
what extent your business will succeed.
In today's business climate, the delivery of exceptional service
is not optional, it is critical to your success. Everyone who
works for your company should recognize that they, too, are "in
sales," and impact your bottom line. They should think and act as
your "brand ambassadors," make customers feel a strong connection to
your company, and strive to provide a consistently great service
experience.
In addition, they should understand that competition is fierce, and
they must give their full support to your sales team. I call this
type of culture a Sales-Service Excellence Culture. How long does
it take to establish this ideal culture where:
- values are practiced
- service flaws are identified
and eliminated
- service processes are
streamlined
- guiding principles are
established* problem solving teams are formed
- management treats employees
as well as customers?
The speed of culture change depends
upon the level of commitment, employee involvement, resources, and
the size of your company. Let's address each of these.
Commitment:
Executives should make the creation of a Sales-Service Excellence
Culture a major strategic initiative, and instruct
every leader to talk it up consistently, and be relentless in its
pursuit.
Employees Involvement:
Appoint a "Director of Sales-Service Excellence" or "Customer
Experience Officer" to head up the initiative. Direct them to
establish an interdepartmental task force to assist you
in this initiative. Include individuals with diverse talent and
styles. Their job is to talk to employees and customers and learn
what's working and what's needs improvement. Through this process,
you will learn a great deal about your company's culture and what
you need to do to move forward. Make sure all leaders participate
and that executives take action on their best ideas and
recommendations.
Resources:
It takes time to uncover flaws, address recurring complaints,
improve systems and procedures, set high standards for service, and
learn how to better support sales. If operational needs and
work-load is already too demanding, it can take a considerable
amount of time. However, if you have high-performers who are willing
to do this work once a week over lunch, and rewards are in the
picture, you'll get results much faster.
Size of Company:
With fewer people to involve, smaller companies can change faster
than large companies.
The bottom line? If done correctly, culture change can take place
in three months. If you are a large or mid-sized company, it can
take as long as one year. If you bring in an expert can work with
your management team and task force, you can see positive change in
three days!
When you establish a new and innovative culture, you will be in a
better position to boost your sales, establish high-levels of
customer loyalty, and maintain strength in the marketplace.
For more information on how to
positively change your corporate culture through dramatically
improved sales and service excellence, contact Christine Corelli.
Also, when you need a great keynote speaker, sales trainer, or
motivator to breathe new life and energy into your company or
organization, choose Christine Corelli.
Check out her keynote and seminar
topics, books and audio programs.
©Copyright 2003 - Christine Corelli & Associates, Inc.
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