Customer Care and Sales Calls

Let's talk about what's keeping you up at night.

"I can't get my account managers to make customer contact calls. Staff says they are too busy. I've even committed to give them extra compensation but the calls still don't get made."

Here's a fairly common issue. There is no question that making calls to customers can improve retention and provide opportunities for account rounding. There are lots of reasons to make them but service staff will come back with lots of reasons not to make them. So the question isn't, "why won't they...?.  The question you must ask is "Why would they...? People do things for their own reasons. So you need to make sure they see how your goal or your task synch up with their needs. They have to share your vision.

Also think about what motivates employees in primarily service position. It's not necessarily money, especially if the task seems difficult or risky. Here's a fun way to look at employee motivation and how well you understand what's important to your employees.

And one more thing. The time issue is real in most agencies. If our staff cannot clearly see why these calls are a priority they will work on other things. 

If you are really serious about having these calls made as a regular part of the job, you will need to clearly identify the importance and priority of the task, and make sure everyone understands - and has the tools and training necessary to do it. And then make sure you share the results.

Communicate. Follow up. Communicate. Follow up. Communicate.

If you need help getting staff to take on new or different assignments, let's talk. No strings. No charge. Call me or send an email.