by Ace Concierge | Virtual Assistant | Aug 19, 2024 | Customer Service, Sales Systems, Small Business, Technology
A robust sales system is essential, especially for ensuring client satisfaction. In a rapidly changing market, prioritizing the customer experience can lead to better outcomes than increasing your sales staff. The onboarding of new employees can be time-consuming and expensive due to the recruiting and training involved. Instead, by creating a well-defined sales process, your current team can operate more effectively and achieve more, fostering growth without needing extra personnel.
By designing a smooth experience for your clients, you’re not just offering a product but cultivating a relationship that builds trust and loyalty. This strategy boosts customer satisfaction and raises the chances that they will return and recommend you to others. A strong sales system emphasizing client relationships allows your team to provide consistent, high-quality service, setting the stage for sustainable growth and success.
Now, let’s delve into seven key steps to help you create a sales system that promotes growth and empowers your team.
Create Your Sales Workflow
Let’s kick things off by defining your sales process. Think of it as the backbone of your sales strategy—a roadmap that guides your team from the first point of contact with a lead to closing the deal. By clearly outlining each stage, such as prospecting, qualifying leads, presenting solutions, addressing concerns, and closing, you create a structured approach that everyone can follow.
- Key Takeaways:
- Map out each stage of your sales process for clarity.
- Identify potential bottlenecks and areas for improvement.
- Ensure everyone on the team understands their role in the process.
Discover Your Dream Customer Profile
Understanding your ideal customer is crucial to any sales strategy. I know it can be tempting to try to sell to everyone, but focusing on your target audience is critical. Take the time to create detailed buyer personas that capture your ideal customer’s demographics, behaviors, and pain points.
- Key Takeaways:
- Conduct surveys or interviews to gather insights about your customers.
- Use data analytics to refine your understanding of customer behaviors.
- Tailor your messaging and sales approach to meet the specific needs of your ideal customer.
Establish Specific Goals
Setting clear goals is essential for guiding your sales team. I encourage you to use the SMART framework—specific, measurable, achievable, relevant, and time-bound goals. Clear goals provide direction and motivation, helping your team focus on achieving tangible results.
- Key Takeaways:
- Break down larger goals into smaller, actionable tasks.
- Involve your team in the goal-setting process to foster ownership.
- Regularly review and adjust goals based on performance and market conditions.
Pick the Best Tools for the Job
Having the right tools can significantly improve your sales process. Consider investing in a CRM system, sales automation software, technology integrations, or analytics platforms.
- Key Takeaways:
- Research and choose tools that integrate well with your existing systems.
- Provide training on how to use these tools effectively.
- Regularly evaluate the effectiveness of your tools and make adjustments as needed.
Cultivate Your Team’s Talents
Your sales team is at the heart of your sales system, and investing in their development is crucial. Provide ongoing training and support to ensure they have the skills and knowledge needed to succeed.
- Key Takeaways:
- Schedule regular training sessions to keep skills sharp and knowledge current.
- Encourage peer-to-peer learning and mentorship within the team.
- Celebrate achievements and milestones to boost morale.
Monitor Performance
Monitoring performance is essential for assessing the effectiveness of your sales system. Regularly track and analyze sales metrics like conversion rates, average deal size, and sales cycle length.
- Key Takeaways:
- Create a dashboard to visualize key metrics for easy tracking.
- Hold regular performance review meetings to discuss insights and strategies.
- Use feedback to make informed decisions and adjustments to your sales process.
Iterate and Improve
Finally, embrace the concept of continuous improvement. The sales landscape constantly changes, and your sales process should be ready to pivot and adapt.
- Key Takeaways:
- Foster a culture of open communication where feedback is welcomed.
- Implement small, incremental changes based on performance data and team feedback.
- Stay informed about industry trends and adapt your strategies accordingly.
Building a solid sales system is a total game changer for your business, transforming how you engage with customers and hit your targets. By following these strategic steps, you lay the foundation for a sales system that’s both adaptable and effective. It’s not just about driving growth; it’s about creating a sales culture that inspires your team and resonates with your customers. Embrace these concepts, and watch your sales process evolve into a powerhouse of efficiency and success.
You’ve got the tools and strategies to thrive—so go for it and reach your goals!
by Ace Concierge | Virtual Assistant | Aug 9, 2022 | Business Values, Customer Service, Leadership
If you’re a business owner, you probably wonder if you should focus solely on being transactional or transformational. It’s important to recognize the difference between the two.
Transactional in business is all about what you are asking for. You sell a product or service, without deepening the relationship too much. But as a business owner, you wish to build a long-term relationship that comes from transformation. You want to use your product/service to change someone, enrich their lives, or teach them something they didn’t know before.
Business owners often focus on ‘transactional’ to-do’s because they feel more productive, but ‘transformational’ moves will help you in the long run
Most businesses focus on getting more customers & clients. The people who rise above these transactional relationships and transform them into something more meaningful are the companies who will thrive. They are the ones who will have a family of customers, clients, and friends that they do business with over time.
Transformational vs transactional: what’s the difference?
In short, a transit transaction is characterized by an exchange of value for value. In contrast, transformative transactions are characterized by an exchange of value for some sort of non-market good. Transformative transactions may be characterized by psychological relationships between seller and buyer that are more durable and trusting than those typified by transactions. Or transformative transactions may be characterized as providing some sort of benefit to one party that is not directly related to the market value of the good or service involved in the transaction but is valued nonetheless.
Transactional activities are those that help us check off our lists and feel productive (e.g., responding to emails), while transformational actions/behaviors are ones that increase productivity over time (e.g., building relationships). Consider this example, when trying to build muscle and increase fitness levels, it is not enough to lift heavier or run longer. Your body is a system and requires proper lifting technique, a solid program, sleep, mind/muscle connection, balanced hormones, micro/macronutrients and recovery. These essential components, along with so many other physiological elements is the nitty gritty groundwork for performance, endurance, strength, and hypertrophy. When a goal-oriented athlete does not consider the myriad of foundational building blocks, their success will not only be limited, but their body could actually enter a catabolic state.
7 strategies to support your long game
- Draft a list of what you want to accomplish through change and transformation
- Set aside time for an honest, deep dive into your organization, removing emotion and ego, how is the health of your business? Your staff? Revenue? Clients? All the things?
- Avoid burnout and overwhelm by focusing on one level of your business, i.e, operations, technology, human resources, business model, customer journey, etc
- Commit to solving problems at their core, the root cause, because a quick fix or bandage is just a transaction
- Focus on your future goals to help you create more meaningful strategic action steps
- Invest 100% in the process and mindset
- Gain staff buy-in through education and empowerment
If you maintain an emphasis on transactional business practices, you will find yourself dealing with clients who are less committed and not reaping the long-term benefits of solid relationships.
The goal of business success doesn’t mirror a travel itinerary, but instead, nurtures loyal client relationships, a strong corporate culture, and transforming the customer experience.
In the end, it’s really all about value. If you can prove to your customers (and all stakeholders) that you’re providing value, not just selling products and services, then you’ll be more successful than those who are simply trying to run their business in a transactional manner. Think about your own habits. Do you prefer businesses that treat you as a customer or as a valued member of their community?
by Ace Concierge | Virtual Assistant | Nov 18, 2014 | Business Values, Customer Service, Small Business
Earning a new client takes hard work, effort, and a real understanding of their needs and desires. A couple of posts or knowing your own value isn’t enough. You need to actually demonstrate your expertise, gain trust, and validate your ability to solve their most pressing problems.
Service vs Services
Your service, not services, is one of the key factors that can be your unique selling proposition. Your competitor may sell the same widgets, but it’s YOU who has the opportunity to capture your audience and offer something exceptional and distinctive.
Be compelling.
Putting an end to their troubles is what they want most. This is your real product. It is you, your service, and your ability to meet the customer/prospect needs that will drive your business. Their greatest pains are your selling features; how you’ll add to their lives like the genie in the magic lamp.
You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. Jerry Fritz
As an Executive Virtual Assistant, a few key areas where my clients struggle are:
- Not enough time to contribute to their day-to-day business operations
- Social media management
- Productivity
- Work-life balance
- Understanding the digital environment
- Focus and staying on task
- Project management
- Business development
These all essentially relate back to time; something they don’t have enough of, nor do most solopreneurs. Let’s just say I can create a highly sought-after commodity. Now if I could snap my fingers to solve “world peace” we’d all be better off.
Being in business isn’t just about the sale; it is about fulfilling needs, valuing your customer, and providing impeccable service. Remember, if you aren’t making love to your clients, prospects, or associates, someone else will.
Serve and deliver to generate not only happy customers but brand advocates; the foundation of your success. Shape your organizational culture around real pledges, results, and solutions to encourage the trust of your buyers and potential customers. Your business can’t survive online without it.
Your network is always looking for confirmation to ensure that a potential partnership or connection is dependable, trustworthy, and “real”
- Warrant the trust and loyalty of your audience; your community.
- Cultivate your relationships through trustworthy communications and reliability.
- Remove the feeling of vulnerability and risk of doing business with someone in the digital world.
“When you try to get close to people you build trust. Staying consistent with that strategy will not only build your influence and authority, but it will also help you make true connections! In order to create a personality that people will trust online, you have to learn how to make time to be personal.” Wade Harman
You are the architect of your business growth
Establish trust and comfort to build the foundation for a long-term partnership. Make it evident that you genuinely care about your clients and their goals. Your paycheck comes second to their ultimate satisfaction because, without them, there is no business. No success. Just a sign that says “Open.” You can’t eat that.
According to the report by Customers 2020: “The customer of 2020 will be more informed and in charge of the experience they receive. They will expect companies to know their individual needs and personalize the experience. Immediate resolution will not be fast enough as customers will expect companies to proactively address their current and future needs.”
Don’t be a statistic. Understand and acknowledge the inherent value of creating an impeccable customer experience. Innovate and be intuitive to stay at least one step ahead. Simple everyday measures to honor and respect your clients/prospects will far exceed any type of product you sell. It is the behind the scenes sincerity of thought that generates the win-win.
SERVE up some hearty unsurpassed service
What dining options do you provide?
by Ace Concierge | Virtual Assistant | Oct 22, 2014 | Business Values, Communication, Customer Service
Successful relationships are launched with open and honest communications generating not only trust but a comfortable safety zone for conversation.
You can’t build a foundation with silence or filtered information. It doesn’t work.
Of course, you don’t want to harm feelings or be politically incorrect but if you choose to zip the lips, then you are doing a tremendous disservice to both yourself and the other party.
Misinformation, resentment, or incorrect assumptions may end up taking a leading role because you did not voice your opinion. In valued relationships, whether professional or personal, make sure you ask questions, maintain an open mind, listen, foster feedback, act, don’t react to the responses, and follow up with a summation and action steps of the discussion.
Knowing, tips, tools, and skillset to successfully perform your job is vital to your success but more important is your instinct and soft skills to help nurture your partnership. If your interpersonal communication skills need a little polish or you’re only in it for financial gain, then you may suffer the consequences.
It is so important to uncover what IS working as well as what ISN’T working otherwise the relationship could dissolve.
Confidence in Communications
Thriving vendor – client partnerships prosper with ongoing conversations that don’t merely revolve around sales or projects but also the dynamics of the process as a whole. Initiate the dialog with the desire to listen and communicate clearly. It is a two-way street and you each have something important to say. Encourage a secure, non-judgmental environment.
“Too many business owners and sales people try to sell their product or service, neglecting the fact that their customer is a person. In fact, the customer is a person who has feelings, influences and a mind of their own. They want to be connected with, and to trust and believe the person from which they are buying.” Rebecca Wilson
Honestly, how many times have you thought?
“I wonder when Mr. Park N. Later will send me the files to finish the project?”
“I don’t believe Ms. Jan C. Never followed up on my email last week?”
“Wow! Mr. Bee Frankly is right on top of my feedback survey. This is a great day.”
Do you know what runs through your client’s mind? Are they 100% satisfied with your products AND service?
Recognize there is a vast difference between service and services. Create the ultimate customer experience with unsurpassed service and they will continue to buy your services.
ASK! Don’t assume things are fine simply because you have a contract.
Don’t wait for issues to arise.
Outline your CHIPS™ for Effective 2-Way Communications
CHIPS™: Client Handbook: Ignite Partner Success is your company framework or platform that shapes systems, processes, communications, and strategies for your everyday service and solutions. Let it be a guidepost of how you effectively relate to your stakeholders, creating detailed segments for each facet of your business, like a policy manual.
- Schedule periodic calls to check in to discuss what is working and what isn’t; where can you both improve
- Don’t rely on an email or text message. Things get lost in translation. Making the investment is a values-based opportunity to demonstrate your respect and interest in not just the sale but your client and relationship
- Jot down a few notes highlighting the good, the bad and the ugly
- Give each party plenty of time to speak, vent or otherwise share their thoughts regarding your partnership
- Understand YOUR role is to provide the best customer experience
- Be flexible and willing to compromise
- Understand your client’s point of view
- Clearly and kindly articulate your viewpoints
- Cultivate continuous improvement and dialog
- Summarize the call, reiterating what you heard
- Create action steps
- Ask for feedback about the call
- Before you hang up, commit to the next conversation
Communication leads to community, that is, to understanding, intimacy and mutual valuing. Rollo May
Embrace every relationship you have by investing in authentic conversations because you care enough to want it to succeed.
Because you want to build empowered, valued partnerships.
Because it feels good. It is fulfilling.
Never shy away from asking the real questions, the most difficult questions of what is working and what isn’t working.
Who will you call today?
by Ace Concierge | Virtual Assistant | Oct 8, 2014 | Content Marketing, Customer Service, Social Media
Online success isn’t just about generating rich, relevant content and being on social platforms. While all that creates the basic foundation for success, you need to build your relationships and nurture your network.
[Tweet “Your community is your greatest asset; your megaphone of social proof.”]
Social proof, also known as informational social influence, is a psychological phenomenon where people assume the actions of others in an attempt to reflect correct behavior for a given situation. This effect is prominent in ambiguous social situations where people are unable to determine the appropriate mode of behavior, and is driven by the assumption that surrounding people possess more knowledge about the situation. Wikipedia
The Internet is a social environment; a tremendous force for buying decisions. The information gathering process is performed online, everyday. 80-95% of purchases are made because of online reviews. You, as well as your customer base, are influenced by your peers and community. We listen for the good, the bad and the ugly. It’s the social way of doing business.
BrightLocal’s 2013 Local Consumer Review Survey found that:
These statistics alone are good enough reason to enhance and promote your own social proof in your digital environment. Build your digital reputation with authentic engagement, outstanding customer service and selfless connections. While there may be a method to your madness, ulterior motives are pretty transparent so don’t waste your time with disingenuous actions.
Be real.
Be the person you’d like to do business with.
Your service, not services is one of the key factors that can be your unique selling proposition. Your competitor may sell the same widgets, but it’s YOU who has the opportunity to rise above and offer something superb and personal.
Relationships are like muscle tissue… the more they are engaged, the stronger and more valuable they become. Ted Rubin
Truly connect and go the extra mile. 100 miles even. Don’t stop there. If you want something bad enough and believe you’ve got the best there is, then give it. You can’t go wrong.
What can Social Proof do for you?
- Build credibility
- Foster trust
- Grow loyalty
- Increase brand exposure
- Substantiate your products and services
- Empower your prospects
- Cultivate a community of influencers
Typical forms of Social Proof
- Social mentions, shares and likes
- Case studies
- Testimonials
- Online reviews
- User generated content
The Crazy Egg: social proof in the marketing community simply refers to using these crowds and their input to create positive connections with a brand or business.
How can YOU use social proof in your marketing?
- Share client case studies
- Embed tweets and mentions in your posts and social channels
- Add customer testimonials to your website and newsletter
- Show social endorsements from industry influencers
- Engage with interested online influencers who may help to promote you
- Add the Facebook “like” box to your blog
- Incorporate “As Seen In” logo boxes
- Save shout outs in your Twitter Favorites
When someone lands on your landing page, they don’t know whether your offer is any good — which gives you the opportunity to sway them using quotes from customers, embedded tweets, and so on. HubSpot
“The proof is in the pudding.” People can buy followers and likes so don’t depend on numbers to build your credibility or to make your own buying decisions. Unfortunately, just because you saw it on the Internet does not mean it’s real. Large numbers don’t equate to authenticity, dedicated fans or genuine relationships. Stir up real relationships.
Too many websites only talk about their products and services. Blah! Blah! Blah! While it may be important to talk about your company, offerings and services, it isn’t enough to sway your buyers. They showed up on your site for a reason. They have a need. You have a service. Make the decision process a little more comfortable and create the confidence and trust they are seeking.
Social Proof is your key to more magnetic marketing [KISSmetrics]
Showcase your undeniable true network of connections and clients with valid social proof that you produced with honest hard work.
You earned it.
Demonstrate it.
If you want to elevate your sway, develop strategies to put social proof to work in your online communications. Barry Feldman
What are your tips to foster and share your social proof?
by Ace Concierge | Virtual Assistant | Aug 27, 2014 | Customer Service, Marketing, Small Business
What you serve to your customers is what keeps them coming back to you. Feed your audience more than a side dish of products and services. Anyone can make the same entree as you but when you spread on a little aioli love or some spiced up wasabi sauce, it is you who tantalizes the tastebuds.
Add some authentic sizzle.
A true taste of flavor of what it is like to do business with you instead of the competition. What makes you so different, so incredibly unique that your audience should shake your hand in partnership? Step away from the mediocre and predictable to be outstanding in your field.
Make a list of:
- The inspiration for starting your company
- Your most distinctive qualities
- Your company’s assets
- Your solutions to pain points
- Your customer’s needs
- Why does your product or service matter
- Your vision to give back and embrace your audience
Review your list!
- How do you put this into action every day?
- What message do you send to your fans and followers in each of your posts?
- Does your content reflect any or all of the items you listed?
- Do you embrace your followers?
- Does your audience feel valued?
Get into your customer’s head. Be their thoughts, anticipate their actions and feel what they are feeling. Remember, you aren’t writing for yourself, but for THEM. Know what they find meaningful and engage with them on their terms.
If you can be them, you can recognize what they need and it isn’t just your product but a solution to their difficulties. Your condiments are what will make the difference in their lives, their daily routines, or business operations.
Create brand evangelists who want to scream into a megaphone about your business. Don’t just run to the bank with their money. Show them they truly mean something to you beyond a burger and fries. They are the cornerstone of your meal. Without them, you have no business.
No one likes to gag on a dry hard bun. Use a fresh baked baguette. Toss on some garden tomatoes, fresh basil, garlic infused olive oil, some diced kalamata olives, sea salt and ground pepper. This little treat is something that entices the senses. It’s not dry. Boring. Or status quo.
“Here is a powerful yet simple rule. Always give people more than they expect to get.” – Nelson Boswell
Think of the times when a vendor, potential partner or service provider has made you feel special or important. Did you tell anyone about them? Were you a repeat customer? If you know what impacts you to be loyal, to share your experiences with others, then deliver that same “emotion” to your audience. To your customers.
A recommendation from a friend is more credible and noteworthy than a paid advertisement.
It’s that simple.
Go the extra mile and pay attention to every detail, no matter how minute it seems to you, it will generate an impression. Do this with an authentic heart because it resonates deeply within you. Because it comes naturally – it isn’t something that is forced but instead a part of your innate persona. That is being real. That is appealing to the palette.
Don’t fake it and bake it. People can read BS and if you are only “under the cover of kindness” that is what will show through. Your voice is evident in every word you write, every comment, phone call or message. Keep it real or button up your lips.
The quote below by Melissa Bolton embraces the whole concept of service, business and the customer experience. Do it right. Do it because it IS RIGHT.
You leave pieces of your brand behind you wherever you go.
When people love what you do, it shows. They want to see you succeed and will do all they can to help.
Sprinkle your brand seeds to in the right field,
and your brand evangelists will help you grow them through accolades and referrals.
Empower them to WANT to share the word about you, your company and your services with the finest garnishes because they deserve it.
Earn their trust, loyalty and voice.
What condiments do you serve to your customers?
