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.
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.
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.