Bring your sales team and staff together to create harmony in the workplace.

Repairing the disconnect between
your sales team and your staff

You've landed your next client, or maybe this is your first client, either way, Congratulations are in order.

What follows next is even more important than making the sale, but don't tell the sales rep. (I'm kidding).

One of weakest areas in any business is the disconnect between the sales reps, and well the rest of the staff. And with this being the beginning of a new client relationship, it is crucial that everyone gets on the same page.

Find your weak spot

The first step in providing an excellent customer experience throughout your on-boarding process is to find those weak spots and repair them. However, this might sound easy but sometimes it can create quite the challenge.

Keep in mind that the end goal here is to create a harmony within your organization, so finger pointing and placing blame is not going to resolve the problem, In fact, it will only make it worse. Remember no one likes to defend themselves, so make sure that you approach this investigative process in a positive manner and encourage constructive ideas without causing WWIII.

Don't make assumptions, Get all the facts

If you think you know where the weak spots are, that is great. However, it is best not to assume and to make sure that you're actually seeing the entire picture. Make certain that you look at both sides of the house and keep an open mind.

Here are some thought provoking questions to consider asking yourself and your staff.
  • Does your sales reps have all of the resources that allow them to present themselves professionally?
  • Does your sales reps have a good rapport with your in-house staff? Do they have a go to person, which they can call upon if they have a question while out in the field, possibly while they are with a prospective client?
  • Has your sales reps ever sat with your in-house staff to see how they interact with the clients on a day to day basis?
  • Is the sales rep familiar with any software applications that you use for your business?
  • Do they know the capabilities of the software and the staff, as well as, what they are either not capable of, or what prevents them from processing or producing effectively and efficiently? 
  • Does your in-house staff understand the dynamics of making a sale?
  • Does your in-house staff know the challenges of getting past the gatekeepers and landing an appointment? 

Communication

A lack of communication can not only kill a marketing campaign, but it can kill the entire business.

Whether it is a failure to communicate among the staff, with clients, or vendors, it will cause your company to miss deadlines, make incorrect decisions, and ultimately, if the campaign survives, it could make the campaign go over budget or cause a disconnect and mistrust with the client. Therefore, excellent communication skills is a must.

As the business owner, you should make certain that your staff has the correct communication tools and resources. Doing so, will result in smoother campaigns, painless on-boarding processes, and less complaints and more praises for the hard work that you accomplish.

My favorite communication tool is the application, Slack.

The idea is that you have channels set up for different topics or projects.

When a new channel is set up, you simply invite the members to the channel.

Members can chat to each other, unless you prefer to hop on a video call, which you can also do using the Slack App. You can upload and share files with other members, including photographs, links, or video's. The Slack App also integrates nicely with a host of other applications, some that you're probably already using. So not only can you effectively collaborate with your team mates whether they are on site or not, but you can also streamline your workflow to further improve your processes and applications. If you haven't used Slack, then head on over to their website and sign up for a free account.

Appreciating the role of others within the organization

Getting your team to appreciate the roles of others will help to unite them towards a common goal. Often times the roles of the sales team and the in-house staff members become tainted towards each other. In my experience, this is usually because of simple misunderstandings combined with lack of information on both sides.

Uniting your team members and making certain that they have the resources to efficiently perform their duties will go a long way, however, it is ultimately up to the executive team and management to ensure that each team is supported appropriately and that the lines of communication are open both ways.

For example: The more information that the in-house staff has about the client, the better prepared they will be to interact with the client, but also they will develop an appreciation for the sales rep, too.

Written By: Nora Wade

About the Author:

Nora Wade founded Beyond Paper Profit Advisors in 2017 after spending over 20 years in the corporate world. During this time she worked her way up from processing payroll to Human Resources management. She also consulted with other businesses to help them to develop their processes and work flows to eliminate bottle necks and improve efficiency. From developing strategic business plans for start-ups to helping established businesses to reorganize their internal flow, she helps businesses to become more profitable.