How are you training your non-salespeople salespeople?

Last week I watched a client flush nearly $40,000 in top-notch marketing work down the drain because a $9 an hour employee took the great leads being driven to the business and sabotaged them. In this case, she took motivated and excited incoming calls and shifted their state to negativity faster than a teenage boy on prom night. And not just once.

If you run a business with employees, every single one of ‘em who interacts with clients/customers/end-users needs to understand what is and what is not acceptable. We raise people defiant nowadays, so you have to explain why and what’s in it for them. Oh, and let’s face it… bribes work. (Last month a client with a retail location was having a great deal of trouble with employees unintentionally offending clients. The employees couldn’t be fired, so we put together a bonus pool which is reduced every time a customer is lost for a handful of reasons… being offended was one of ‘em. It’s worked well thus far.)

Employees who do not have contact with clients/customers/end-users need to understand the effect they can have on marketing. (Marketing = everything a business does to get and leverage a client relationship.) Do you have a tech in the backroom who is only allowed out for bathing and feeding? Insulated employees need to know what they do has a direct effect on the growth (or decline) of the business… so instead of playing level 91434 of Doom, (s)he should get the value of speed to a client relationship.

And so on…

It’s the old tale, the chain is only as strong as the weakest link.

{ 16 comments… read them below or add one }

1 Laris.tv Iklan Baris August 5, 2009 at 9:53 pm

I agree with you. And an employer should always be able to scrutinize each worker before hiring them. Talent in sales is not learned no matter how much or how long your train. Certain people just has that charm and the talent to convince people.

Reply

2 Anonymous June 14, 2009 at 5:38 pm

one-day sales training workshop that takes the mystery and fear out of sales.

Reply

3 Anonymous December 11, 2004 at 7:12 pm

Everybody Sells
In a small business everybody is really part of the sales team, since most employees will have some interaction with customers. And yet, many small businesses overlook this in their training as shown at this entry at An Entrepreneurs Life….
——-

Reply

4 Anonymous December 12, 2004 at 12:12 am

Everybody Sells
In a small business everybody is really part of the sales team, since most employees will have some interaction with customers. And yet, many small businesses overlook this in their training as shown at this entry at An Entrepreneurs Life….——-

Reply

5 Anonymous November 13, 2004 at 10:11 pm

From Techie to Business Owner

I’ve figured out why I find sales so unpleasant.  Being a business owner
requires a much different mind-set than that of a typical techie.

I’ve been working as a sys admin and web developer for the past seven years.
As such, I only have to sell …

Reply

6 Anonymous November 14, 2004 at 3:11 am

From Techie to Business Owner

I’ve figured out why I find sales so unpleasant.  Being a business owner
requires a much different mind-set than that of a typical techie.
I’ve been working as a sys admin and web developer for the past seven years.
As such, I only have to sell …

Reply

7 Anonymous August 30, 2004 at 4:08 pm

Thanks for the great blog, the content is excelent.

Keep up the great work.

Regards

Ed Keay-Smith
http://www.adwordsmarketing.com

Reply

8 Anonymous August 30, 2004 at 9:08 pm

Thanks for the great blog, the content is excelent.
Keep up the great work.
Regards
Ed Keay-Smith
http://www.adwordsmarketing.com

Reply

9 Anonymous August 4, 2004 at 5:08 pm

It always amazes me how companies forget that customers spend get their brand message not from a company’s marketing collateral but from their phone calls to the company’s service/support numbers. One long wait in the queue or one interaction with a bored, disincentivized, overworked, underappreciated communicates the true brand of a company far more than a beautiful logo or ad campaign.

I completely agree with Dorothea. You can’t expect people you disrespect, ignore, overwork, and easily discard to care much about your brand or your customers.

Reply

10 Anonymous August 4, 2004 at 10:08 pm

It always amazes me how companies forget that customers spend get their brand message not from a company’s marketing collateral but from their phone calls to the company’s service/support numbers. One long wait in the queue or one interaction with a bored, disincentivized, overworked, underappreciated communicates the true brand of a company far more than a beautiful logo or ad campaign.
I completely agree with Dorothea. You can’t expect people you disrespect, ignore, overwork, and easily discard to care much about your brand or your customers.

Reply

11 Anonymous August 3, 2004 at 4:08 pm

Hm. Ya think maybe being a $9-an-hour employee has something to do with it? Just maybe?

Why should your employees value you more than you do them?

Reply

12 Anonymous August 3, 2004 at 9:08 pm

Hm. Ya think maybe being a $9-an-hour employee has something to do with it? Just maybe?
Why should your employees value you more than you do them?

Reply

13 Anonymous July 30, 2004 at 6:07 pm

Training your Non-Salespeople Salespeople?
An Entrepreneur’s Life: “If you run a business with employees, every single one of ‘em who interacts with clients/customers/end-users needs to understand what is and what is not acceptable. We raise people defiant nowadays, so you have to explain wh…

Reply

14 Anonymous July 30, 2004 at 11:07 pm

Training your Non-Salespeople Salespeople?
An Entrepreneur’s Life: “If you run a business with employees, every single one of ‘em who interacts with clients/customers/end-users needs to understand what is and what is not acceptable. We raise people defiant nowadays, so you have to explain wh…

Reply

15 Anonymous July 30, 2004 at 2:07 pm

Everybody Sells
In a small business everybody is really part of the sales team, since most employees will have some interaction with customers. And yet, many small businesses overlook this in their training as shown at this entry at An Entrepreneurs Life….

Reply

16 Anonymous July 30, 2004 at 7:07 pm

Everybody Sells
In a small business everybody is really part of the sales team, since most employees will have some interaction with customers. And yet, many small businesses overlook this in their training as shown at this entry at An Entrepreneurs Life….

Reply

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