All posts tagged: service

Selling and Service – When Both Can Be Too Much of a Good Thing

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20130825-210948.jpgWork-life balance is not the only equilibrium that need be of concern to business leaders. An imbalance between sales and service is the reason that most companies are not achieving their full potential. Even many of the best organizations that are growing at a rapid clip suffer from at least a slow drip of lost opportunity as a result of this asymmetry. To see a picture of this phenomenon, check out the process visual at the bottom of this post.

Strategies, tactics, and cultural factors each have an impact on the Sales Momentum or Service Momentum of a company. The good news is that momentum can be measured and rebalanced to create a sustainable system that continuously stimulates profitable growth.

Where to start? One of the five factors is the current level of effectiveness of your company. Answer the following questions or use my free online Effectiveness Audit.

  1. Are the revenues from any one customer more than 10% of your total revenues?
  2. Are your gross profits from your top ten customers more than 40% of your total gross profits?
  3. In the past year, did you find yourself doing less delegating when compared to the previous year?
  4. Do your salespeople struggle to meet or even exceed sales quotas?
  5. In comparing the past two years, are you spending more time on tactics versus strategy?
  6. Besides your sales efforts, does your company rely more on advertising and Internet marketing than on referrals?
  7. In comparing the past two years, have your gross profits shrunk?
  8. When your customers demand a rate or fee reduction, do you ever give in?
  9. Does technology ever interfere with efficiency?
  10. Do you struggle to retain at least 90% of your staff for at least five years or longer?

The more “yes” answers you have, the more that effectiveness, or lack of it, is a key factor in any imbalance in your sales and service systems. This is where to start—turning those “yes” answers into “no’s.”

Achieving Stimulative Symmetry will allow you to achieve higher profits more quickly and with less effort. What a wonderful contributor this can be to your work-life balance as you have more time to do things other than work!

Stimulative Symmetry

 

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Scott WintripSelling and Service – When Both Can Be Too Much of a Good Thing
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Make S#@! Happen

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There are lots of bumpers out there plastered with the following words:

S#@! Happens

Here are three translations of what this really means:

Shift Happens
I’ve yet to meet the individual who couldn’t benefit from a shift in thinking. This could be believing you can do something that you’ve told yourself you can’t, seeing the positives in a negative situation, or finding possibilities when there appear to be none.

How do you start? It’s much easier to act your way into a new way of thinking than trying to think your way into new way of acting. Shift happens when what you do becomes what you think.

Selling Happens
Everyone sells; many people just don’t call it selling. Whether it’s a job interview, sharing an idea with friends, or rolling out a new strategy to your team, all of these involve selling.

As a result, everyone, everywhere has the capacity to be a Collaborative Evangelist for their company. This is one reason I wrote Sales Yogato help salespeople simplify how they sell while also helping those without sales jobs leverage their natural sales abilities. Selling happens when you own and use your inherent talent.

Service Happens
Too much in the realm of customer service is reactive, often in the form of a response to a problem. The best way to solve any problem is to never have it come up in the first place.

Cutting edge service happens when companies anticipate instead of respond, provide more value instead of more excuses, and find ways to say “yes” instead of explaining away a “no.”

So, next time you see one of these bumper stickers, take this as your cue from the universe to double-check that you’re making good S#@! happen.

Sales Yoga

 

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Scott WintripMake S#@! Happen
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The Next Nine Seconds

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…are more precious than most people realize.

If you sell, you have only that amount of time to capture a buyer’s attention. What you do with it will determine if he or she gives you another nine seconds, and then another and then another. You are always nine seconds away from a conversation continuing or ending.

If you lead, nine seconds determine if employees stay engaged or disconnect. Will you use those precious moments to invite motivation or incite apathy? What you ask or say creates opportunities to be seized of challenges to be surmounted. How you choose to approach those nine seconds, and the next nine and the nine after that position you as a brilliant leader or just another mouthpiece for the corporate establishment. The choice is yours.

If your serve, the next nine seconds are a precious moment to get it right, right a wrong or wrongly handle the circumstances at hand. Nine seconds that build a reputation or undermine whatever goodwill exists. What is asked, what is said and what is done either builds loyalty that nurtures a growing relationship or sews kernels of doubt that eventually grows into a toxin that poisons the amity that still exists.

The nine second attention span of your fellow humans is either your greatest resource or the beginning of an uphill battle.

What will you do with these precious ticks of the clock?

My new book, Sales Yoga: A Transformational Practice of Opening Doors and Closing Deals, can now be pre-ordered at a 20% discount.

Scott WintripThe Next Nine Seconds
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The Value Process

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The simple directions promoting the value of rinse and repeat, as printed on shampoo bottles everywhere, increases the amount used and garners manufacturers of personal hygiene products billions of dollars. This is just one of many simple and sustainable marketing processes in use across the globe. From bartenders actively upselling premium drinks to Southwest Airlines’ low-cost, high-value Early Bird check-in fee, smart sellers of products and services leverage consumers’ hunger for added value.

Just as practice makes perfect, process makes profits when it aligns needs with tremendous value. Your sales and service systems must incorporate a value-added methodology to break out of being seen as a commodity and emerge into being a cherished business partner who easily earns profitable business. All it takes is understanding customers’ apparent and latent needs, selecting valuable solutions that address those needs, and presenting the value in a manner that captures their full attention and desire to select you as their vendor. This process makes for a perfect match between buyers who are willing to pay for value and sellers who understand how to position that value front and center so they can easily buy.

Scott WintripThe Value Process
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Effective Sales Cultures

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Scott explains that an effective sales organization needs a combination of sales and service to sustain horizontal and vertical growth. He provides details on the attributes an organization must have in place to achieve this.

Scott WintripEffective Sales Cultures
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Sales Brings ‘Em In, Service Keeps ‘Em In

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The high cost of client acquisition necessitates that the service side of your business do outstanding work not just in delivery, but in retaining and expanding accounts. When the service team takes the lead in keeping and growing current customers, sales is given the freedom to add more new business at brand new clients. Companies that do this grow faster as they retain their core customers while enjoying an influx of new business at new and existing accounts.

In almost every case when an organization experiences a decline in revenues in a healthy market the problem can be traced to the service side of the operation. Even if the sales function brings in new business, the best the company can hope for is cyclical periods of growth and decline perpetuated until the service team steps fully into its responsibility of keeping clients in the door and on the books of the firm.

Scott WintripSales Brings ‘Em In, Service Keeps ‘Em In
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