Last month I talked about how a sales framework can help you build trust, understand the goals and objectives of your clients, increase conversions and boost performance and accountability within your team. A service framework can in many ways do the same with the additional benefits of organisational efficiency, staff satisfaction and client retention.
If you don’t have a sales or service framework in place, then you have a great opportunity to develop an exceptional client experience and make significant positive changes to your team, business and bottom line.
Not sure if you need a framework? Here are four ways to determine if a sales framework is needed in your business.
1. Identify the challenges
Your first step is to identify your current challenges. What isn’t working? What could be done differently or better? Make sure you answer this from a team, client and overall business perspective.
Sometimes these problems can be obvious, like in the case of not closing sales or generating referrals or your clients experiencing an inconsistent process. But sometimes they can be hidden deep within ineffective processes and bad habits. In these cases, it can help to have the outside perspective of a business coach with industry experience to help you identify these hidden issues (that’s me by the way *wink*).
2. Know what you want to achieve – what does success look like?
Once you know the challenges you need to overcome, it’s time to define what success would look like. What goals do you want to achieve? What do you want your business to look like this time next year?
Is it to increase conversions and referrals? Reduce risk and compliance exposure? Decrease appointment times and the number of callbacks? Streamline processes? Boost productivity? Achieve consistency in your message? Or all of the above?
Knowing what you want to achieve will give you an area (or areas) to focus on and ways to measure the effectiveness of your framework.
3. Know what your clients want
Have you ever done research with your clients to understand their customer experience – good or bad? This information is invaluable to delivering services that your customers want and need.
What have your customers said they want? What do you think they need? What are their fears and desires? What are they looking for from you and your team? What is their ideal scenario regarding your service? What experience do they want to have you provide?
4. Consider best practice and changing trends
Lastly it’s important when creating your sales and service frameworks to also consider industry best practice and future changes to customer needs and your industry. This will ensure you have a highly effective, future proof framework that will continuously create results for your team, your business and your customers. I for one know the importance of this in Financial Services.
Need help designing and implementing your sales or service framework? Call me on 0409 129 723.
Kylie Denton is a highly experienced Organisational and Leadership coach, with a background in financial services and psychology. Known for her ability to create sales and service frameworks that achieve consistent sales and build rapid trust with customers, and a proven track record of developing current and future leaders and financial planners, Kylie has helped businesses both large and small boost productivity, performance and profitability over the last 11 years. When Kylie shares tips, strategies and behavioural modification through her blog you can rest assured it is based on substance not conjecture.