Reset the Relationship: A Framework for Sales-Ops Alignment

Let’s be honest: When things go sideways between Sales and Operations, it can feel like we’re speaking different languages. One side is advocating for customer wishes. The other side is trying to deliver it on time, on budget, and without the chaos. Sound familiar? Sure, OK, not in your business but you’ve read about this right?

Finger-pointing doesn’t move the needle. Collaboration does. And that only works when you have the right people, the right process and the right procedures in place.

Here are some ideas to help your Operations, Production Managers and Sales team reset the relationship—and build something stronger in the process.

What’s the Goal?

“We all want the same outcome—flawless execution and satisfied clients. We want to have a reputation for reliability and predictability.” This common ground should be the start of the project, not the post-mortem. Make sure everyone’s clear on the destination and their role in achieving success.

Avoid the Blame Game

Ask: “What signals did we miss or underestimate? What could we have done differently on our end?” And then, “What did we learn so that we won’t go down this path again?”

This flips the script from blame to ownership. It’s about understanding the what, not interrogating the who. This is a big deal in establishing trust with one another. Again, if we trust that we have the right team, work together to figure it out.

Why it Matters

When things go off-track, it impacts everyone. The customer, the company and the staff. A cliché yes, but the team has got to be rowing in the same direction. Alignment between Sales and Ops isn’t a soft skill. It’s a business advantage.

What did we Learn

“What needs to change in our systems or handoffs, so we don’t land here again?” Let your team co-author the fix. That’s where the real buy-in lives. Most of the time, the team knows what’s working and what isn’t. Make sure that they have the “voice” necessary to share their thoughts and ideas.

Reset and Rebuild

“How do we rebuild trust within the team? What does a productive working relationship look like now?” I’ve often said it’s not the words at this point; it’s the changes and action necessary truly make a difference. It’s not always about being best friends. It’s about being best-in-class teammates.

Enough Talk, Time for Action

Turn the conversation into a review and create an action plan. Small wins build momentum and momentum builds culture. Most of your customers and staff don’t want to hear what you’ll do, they want to see what you are doing to move the ball forward.

This isn’t a one-time chat. It’s a leadership mindset that builds maturity, accountability, and a culture of “we’ve got this.” Now get started.

I help owners and CEOs in the Graphic Communications Industry validate what’s working, identify what needs to change, and create a practical path forward. Learn more at philiegroup.com or reach out at mphilie@philiegroup.com

The preceding content was provided by a contributor unaffiliated with Printing Impressions. The views expressed within may not directly reflect the thoughts or opinions of the staff of Printing Impressions. Artificial Intelligence may have been used in part to create or edit this content.