Sales persons are important link to the Company's future

Even in the greatest companies, the weakest link has always been the customers by the companies' customers facing units. Where are the points that customers are in contact with the staff? Are the staff well versed to give a single voice answer. Where answers are varied, this will lead to breakdown of communication. This has always been most of the cases, communication is never that precise. Training is necessary and also many companies used empowerment and companies such as Marriot Hotels, Disney Land and many others have used it with great success.

To these frontliners, empowerment have given them pride in fulfilling their jobs with passion and commitment. They have also been able to win back the customers because they can make decisions to reverse a potentially bad PR issue into a favourable position. Customers are delighted with this VIP treatment and instead of bad mouthing about the organisation, they praise them sky high. One such incident happened to a friend of mine, taking a British Airways (BA), his luggage was lost and with immediate effect of reporting the loss, the front line clerk was able to locate it with a few phone calls. Meanwhile, my friend was provided with many facilities like free upgrades etc. My friend since then remain a loyal customer and never stop talking of this great experience that could be been a disaster!

Turning a potentially bad PR to good is a matter of top management understanding of viewing customers with empathy and greater understanding so as to help customers remain customers for life.

So what needs to be done is a flatter organisation and empowerment so that everyone is looking out to delight the customers, always!

I have always noted that there has always been a silo effect whereby the sales and production works according to their own rules and regulations or business rules. Sometimes, this could be a pride issue where one department is trying to vie for the coverted position of a higher position or otherwise.

Although companies may have visions and missions statements exhorting virtues of working as a team breakdowns occur; some companies on a more frequently basis than others. Well, as long as these remains on the companies' walls and not in the hearts of the employees, the companies would not progress far as the customers loss would be difficult to replace.

So what should be done... find out in the next blog.