In consumer sales and service, just as it is in sports, the goal of every organization is an entire front line team of achievers. Every major league baseball team is currently assembling a team that has the potential to be the the best of the and bring the World Series Trophy to their city. Through recruiting (trades, the annual draft), attracting (free agents), or developing (minor leagues) they build teams focused on daily success.
In sales and service, it is no different. The team with the best front line team usually wins the sales or service game. The skills, of course, are different as athletic skills are replaced with people and persuasion skills. But the goal of creating an entire team of winners is the same.
The biggest difference, however, is that in sports creating an entire team of top talent happens much more often than it does in consumer sales and service. The problem is that, while having such an extraordinary team should be the goal of any sales or service organization, it seldom is. Leadership doesn't even bother to try to create one because they think it would be a failed project. They are certain it can't be done.
I have done it several times. It is surprisingly easy because it is more about creating a partnership culture than an entire team of top performers. A culture that focuses on employee input and involvement has no problem coming up with the strategy required to execute the creation of such an extraordinary team.
Just imagine the size of the customer base, or the customer base of any sales or service organization, if the sales environment in every store had the contagious energy of an entire sales or service team with:
- Exceptional personalities
- Extraordinary team skills
- Extra-effort work habits
- Excellent sales and service skills
It would be a customer experience guaranteed to inspire customers to remember, return, and recommend.
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