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| Bob Schultek Author of The Gauntlet |
As sales leader, you encourage your team to develop strong customer relationships. Because this takes time, you counsel them about perseverance, commitment and accountability, and enlighten them that they will know that preference has been earned when they are invited to participate in more strategic discussions like new product development meetings.
Like most sales professionals, your team is highly self-motivated, with each member consistently demonstrating initiative. They understand that the trust relationship they have built with each customer can only be sustained if your organization delivers on the promises made by your sales team, on behalf of the organization. They also recognize that their accountability for preserving these enduring relationships rests with promptly solving problems to ensure customer satisfaction.
- Consistently poor service that is causing customers to leave;
- Learning that there’s pressure on the shop floor to ship inferior or dangerous products;
- Hearing that the customer service phone queue now persistently exceeds targeted response time;
- Discovering that promises to customers are being broken due to serious core values violations, i.e. lying, bribery, dumping of effluents, “cooking books,” etc.
about customer problem resolution?
