'If I'd employed her then I'd have SACKED her!'

Whilst speaking at a 'customer focus' event towards the back end of last year, I had just stepped off stage and was approached by a 35ish year old lady called 'Joanne' who asked if she could take away a copy of my book for her Sales Director Martin. "Of coarse" I said, "what is his name and I'll sign it for him."

As I was writing my short message in the book, I thought I'd ask the question as to what she and her company did, not only to be polite but so that if anything every came of the introduction to Martin then at least I could acknowledge my meeting with his lady colleague Joanne. It was her reply to this question that utterly made my blood boil and what is detailed below.

The Story Behind the Rant

Gary: "So what do you and your company do then?"

Joanne: "I run the Accounts department for a telecoms company"

Gary: "Oh ok, so what does the telecoms company do exactly?" [She did not know that I was in Telecoms for 15 years]

Joanne: "Cor... now your asking. To be honest I don't really know because I don't get involved in that side of things, I've just been sending out the invoices and collected the payments for the past 8 years."

Gary: "Oh right... well give my regards to Martin and I hope he enjoys the book."

I WANTED TO SHAKE HER AND MARCH HER INTO HER MANAGING DIRECTORS OFFICE!!!!!!!

A bit harsh you may think but this type of lame response should not only not exist, it should be made an offence.

Non Sales Staff are the Key

Would Harry Rednapp consider himself a sales person? Of course not, however he is a master of influence and persuasion because without these learnt skills his teams wouldn't follow his instructions, buy into his training regime, perform in the formations he wanted or trust his outlook and vision.

So, regardless of what position or situation staff members find themselves in, they should be given the tools in order to do YOUR company justice and promote it's products and services persuasively.

1. Receptionists should be one of your top sales professionals because they are at the forefront of your company and a focal point for most incoming enquiries and should know how to promote your company in the very best and persuasive light.
2. Your Customer Services team should be extremely competent with negotiation strategies and persuasion techniques as they are the people who who can prevent an existing customer becoming an extinct customer.
3. Engineering staff should, and can be, your Elite Sales Professionals because they are constantly in prime situations to generate referrals, testimonials and to identify buying needs to a customer who has NO SALES RESISTANCE towards them! This is exactly what I did as Sales Director at a telecoms company which from being a startup in 1999 was valued at over £100m in 2006.
4. Directors/Department Heads/Managers MUST have the skills to influence and persuade both individuals and teams of people. Weak presenting skills and poor motivational qualities results in teams not following or buying to YOUR company's vision.
   

5. Everyone has to persuade as part of their job role and in everyday life... Those who can't persuade don't succeed!
   

   Clientology = [Valued Customers] + [Science of Persuasion]

   The 'Clientology' training programmes are targeted and tailored to delivering persuasion strategies to all non-sales members of staff and their Directors. Designed to be fun and definitely NOT salesy... Together we will uncover those sales Gems that have been dormant for far too long.
   
   To learn more about the Clientology 'Business Acceleration' Programme for non sales staff call 0844 8444 099 or click here for more details