Daily routines invite spells of sloppy behaviour which can do untold harm for those in customer facing jobs.
DKS Business Development looks to create solutions so this can be avoided through “conscious self management”
How often do we pause for a moment in our busy working lives and consciously think about what we are doing?.
Not that often, I would guess.
The daily routine becomes just that, with a tendency to cut corners-and that can have a damaging effect on the way customers see you.
Look at it another way. How many times have you driven somewhere, parked and then turned the engine off and thought “I don’t remember getting here?”
But if we consciously think about our knowledge, skills and attitude at work, over time what we do becomes habit.
We need to maintain focus to avoid the “I don’t remember getting here” experiences.
Convey this focus to customers and there is a real opportunity to differentiate your company from the competition.
Consider the customer, the journey they have done to get to you, where there are moments of truth, about every 90 seconds or so when the customer might be sub-consciously reaffirming negatives beliefs about us.
For example, an untidy desk may have the customer thinking “if the desk is untidy, then how am I going to be treated?”
Perhaps you have been to a restaurant and tried to find a table, but none of the empty ones have been cleared or cleaned, and when you ask you get looks of daggers from the waiting staff, so how do you feel about eating there now?
It is the part of management’s job to identify the behaviour that maybe perceived as off-putting to customers.
What is the first thing employees do when getting to work? Go to the coffee machine? Read e-mails? Chat? Maybe have a cigarette at the back of the office? Now suppose these routine acts are observed by an early morning passer-by, how do they now think about the business?
And think now what are the chances of these passer-by’s conversing with their friends and colleagues over coffee or at a dinner when the topic of customer service crops up?
Next think about your sales meetings, when you are trying to establish daily activity levels. What is the diary management like? Do you find yourself constantly asking the team to update the shop or showroom?
Are you managing the company website because you feel you can do it better and it WILL get done?
This all comes down to managing time efficiently. Does your team seem to be working on things that are not directly related to their jobs?
If so, they run the risk of becoming busy fools.
Do you find yourself chasing paperwork, signatures, admin?
All of these issues may be thought of as internal controls, but they have a knock on effect.
Diaries, planning sheets, check-lists … these and other basic aids all help to improve the day-to-day routine tasks like ordering and deliveries, leaving time to focus on the real important details most sales staff over look. Notable is product knowledge.
(be honest, how many times have you been left thinking “this customer knows more than I do?”)
Customers generally know they will be put through a sales process and, as they are normally visiting two or three shops to narrow down their choice, so the way they are handled at your premises maybe the difference between landing the order or not.
Remember the old saying that “people buy from people they like and respect “ But securing the order or sale is only part of the story.
Again ask yourself the question, how often do you see your team rush about to complete the sale, due to lack of paperwork? Admin?
The customer will hardly be impressed at the time of completion to be met by a flustered sales executive, who thinks after “phew I got away with that”
People are not automatons. It is unrealistic to expect them to follow strict procedures.
As individuals they will have to find ways that work best for them, but the managers responsible for them must consciously help them to manage themselves and time more effectively.
Better to focus on the journey than wonder how they got there!
Contact us and develop your business future