In today’s Leadership Playbook Blog post, I wanted to talk about something I am most passionate about, our clients. They are the impetus that drives every business growth, marketing strategy and sales plan. They make a business possible. As things have once again picked up for many businesses in this post-COVID era, I want you to take a moment and ask yourself, “Are you still prioritizing your customers?”. The answer should be yes, but there is always more that we can do. Let’s get into it.
Customer Service Amid the Storm
Throughout the pandemic we experienced a general decline in customer service, one that we were forced to reckon with out of necessity. In general, we had long wait stints in stores and were put on hold by call center operators for an inordinate about of time. I still shiver when I think of one particularly long wait I experienced in my neighborhood Walmart, the ratio was fifty customers to one cashier.
These were extraordinary times for everyone, nonetheless if we’re being honest, the limited focus on customer service often made the experience feel a lot worse. But we’re back, so lame excuses for poor customer service will not work.
Customer Service After the Storm
To sustainably grow your company, excellent customer service should be recognized as a valuable competitive advantage. And, with the technology influx due to Covid-10, we have even more options, so organizations should find ways that enhance the client experience and supersede the competition.
When you think about it, many businesses are no longer competing with neighborhood retailers. Our friendly foe the internet gives clients access to other similar businesses across all the states with just the click of a button. With an overwhelming number of options, businesses still need to engage their clients, even those that are in the midst of a boom.
Climb Aboard the SS Moneyship
With all of this percolating in the business sphere, sales professionals, like ourselves, must refocus by leading with a client centric game plan. Whether your business grew during the lockdown or faced significant hardships, Leaders in the Middle, especially those in sales, have the difficult but necessary task to sustainably turn client relationships into moneyships.
Ok, ok, put down the dictionary, it’s not found in there. Allow me to explain, moneyship is about being valuable to those you do business with that can grow your company. This can be to the organization, your leaders and of course, your clients. It is about improving the businesses growth by understanding your clients needed values. Even more:
“Turning relationships into moneyships is about getting others to give you money or do business with you because you are valuable to their success.”
Nathan Jamail, Serve Up, Coach Down
As businesses continue to rebound, sales professionals cannot get overly comfortable. Instead, you need to remain hungry and prove to all your clients that what you are selling is necessary, useful and valuable.
To create moneyships with your clients, prioritizing each customer experience is a must. This means going beyond the basic requirements by going the extra mile to please current and prospective clients. It’s about continuing to prospect, and court your clients. That is the root of any successful salesperson.
A Word on Staffing the SS Moneyship
Remember I said moneyships go beyond just clients? Yep, your employees are part of this too. Currently things remain a little tricky for some as organizations try to figure out if returning to the office is the right choice or not. Regardless of space or location, prioritizing clients also means maintaining a stable organizational structure.
Therefore, your decision about how to strategically structure your team’s return, means finding a balance between understanding your teams needs versus keeping clients happy. Both are important and when managed properly, both means an improved bottom line.
What’s my advice for dealing with your employees?
“Align the moneyship with your team’s organization. As good a deal as it might be, you serve the people who pay you first. Any deal must be a flawless experience for them too.”
Nathan Jamail, Serve Up, Coach Down
Look to improving your office culture so that returning to the office becomes the best option. Happy employees plus happy clients equal a thriving business.
In all that we do as LIM’s (Leaders in the Middle) we must remain client-centered, and it is important for our company to reflect that in practice and execution. Despite the unusual times, offering anything less to your clients will see you left behind in the dust. They are the compass to your moneyship, so make them your priority.
I love sales and I love training others to master this field. Checkout some of my other books, The Sales Professional Playbook and The Sales Leadership Playbook, for even more tips and tricks on how to serve you clients.
