Creating a Turn-key Organization pt ii: Developing Leadership Ability Within a Company Just as you need to acculturate your entry-level hires, you must also train new managers. If you hire a seasoned manager from outside the firm (a practice I strongly discourage) you will need to acculturate your new hire too.
Building a Turn-key Organization part 1 You must acculturate new employees Last week I explained how to lead your customers. This week we’ll explore how to lead your new employees and fold them quickly into your company culture. What is some of the scuttlebutt that employees grumble about their managers around the water cooler? They’re overbearing, indecisive, lazy, oblivious, etc. If you sift… Read more »
In the corporate world, managers often instruct salespeople to collect payments. On its face the idea seems sound. A rep makes the sale so why not have her collect the payment? Having a rep accept receipts also provides a reason for the rep to stay connected. However, the policy has unintended consequences and can result in huge customer service fallout.
The Japanese say: “Once you lose your temper, you’ve invariably lost [the conflict].”Recall a lousy customer service experience. You felt disrespected and powerless. Maybe you responded by walking away in disgust or slamming down the phone vowing never to buy from that merchant again. But you lost your cool without resolving the matter and that still nags at you. Plus… Read more »
Earlier this month we created a series of metrics and used them to test sales performance. Last week we discussed how metrics define one’s productivity. We also showed how we can view a task more clearly by breaking it up into sub-tasks. Each of these sub-tasks is a link representing a particular skill in the sales skill chain. It’s clear… Read more »