Do you PLAY NOT TO LOSE... or do you PLAY to WIN?
As trivial as it may sound, the difference is key to company culture and the customer orientation of the organization.
Company facing employees that "Play not to Lose" too often operate in fear with decisions made based upon internal personal risk and conflict avoidance at the detriment of "customer delight".
Customer facing employees that "Play to Win" are usually empowered to engage deeper with the customer to fulfill needs and enhance experiences. Employees that Play to Win find and create solutions to proactively help the customer win.
Let's make it practical... we've all been in a situation where an employee is forced to find a manager to solve a problem. It's frustrating for everyone involved—employees and customers alike. Instead of giving managers all the power, the best customer experience companies arm all employees with the tools to fix customer problems and empower them to make decisions. Studies show that empowered employees are more satisfied with their jobs, and it's one of the biggest factors in creating a great customer experience.
Instead of waiting for results, issues can be solved immediately in the way that best meets customers' needs. This is no more important than with commercial teams. Salespeople that are measured and compensated on results become short on patience internally when company culture or process encumber sales results and personal income!
Is your organization and people Playing Not To Lose, or are thy Playing to Win?
Be PROACTive!
Contact us for more information on how to ASSESS, DEVELOP, and TRANSFORM your sales program and team today.
Sales Management and Commercial Excellence through Sales Best Practice Audits, Process Development, and Digital & People Transformation.
226-666-1070