Is Good the New Great?
COMMUNICATION—How does your website look? How responsive are you? Are you employing any kind of social media to communicate or push valuable and relevant content out to your customers and prospects?
COURTESY—If a job is late, how do you convey that information? How well do you focus on solving problems and keeping clients thrilled? How do you treat visitors? Who greets them? What is your waiting area like?
THOROUGHNESS—How accurate are your estimates and invoices? How detail oriented are your CSRs, estimators and production staff? What is your Quality Control like?
HUMAN CAPITAL—How well are your sales people trained? How well do they know your products and services? And what about the soft skills? How are they at rapport building? Do your customers like them? How well do your salespeople understand your customers’ businesses and challenges? What is it like to be a customer of your business?
So I’m curious. How did you rate? What changes need to be made? How will you make them? Share you answers by posting a Comment below.
Blogger, author, consultant, coach and all around evangelist for the graphic arts industry, Kelly sold digital printing for 15 years so she understands the challenges, frustrations and pitfalls of building a successful sales practice. Her mission is to help printers of all sizes sell more stuff. Kelly's areas of focus include sales and marketing coaching, enabling clients to find engagement strategies that work for them and mentoring the next generation of sales superstars.
Kelly graduated from the University of Michigan with a degree in Political Science and, among other notable accomplishments, co-founded the Windy City Rollers, a professional women's roller derby league. She is also the mother of two sets of twins under the age of ten, so she fears nothing.