Ever wondered what is being said to your existing clients?
Are your customer service representatives fully aware of your company’s capabilities?
Have you joined the dots between your business units?
Does your business development team understand the end-to-end processes?
Do your staff development plans tie in with your business strategy?
Does your branding really communicate what you do?
These seem pretty simple questions right? Well in my travels I have seen so much political action within companies that the answers to the above questions aren’t as positive as you would expect.
Since my post is actually about Customer Services teams I’m just going to spend a few paragraphs explaining why your CSR’s are the front-line of your business and how, with very little effort and a little reward, these business peripherals could win you more business from existing clients.
First of all and most critically your CSR’s have daily if not hourly contact with the customer. If they don’t have a clue of the full range of capabilities within your business (and I mean more than the one day tour of your facility when they joined) then how the heck are they in a position to recognise additional business opportunities with your client. They may only be an interface to say artwork origination, yet the customer may also be dealing with the marketing communication and thus have a requirement for multi-channel output. Well wait a minute, your CSR’s are working for a pre-media company who deals directly with multi-channel communication…!
Your CSR’s inevitably get very close to the customer and I’ve even know a couple that got married from a client/supplier relationship that went a little further! They go to business meetings, socials, drinks and events together, places where your CSR’s could leverage your clients friends or connections to sell your company without even breaking a sweat! Look at the statistics for Facebook or LinkedIn and see just how incestuous our industry is. Look at mine as an example; connections in every type of supply chain vertical for our industry and I am always getting asked to make introductions for new business opportunities (should really take commission, but never do!)