May it be retail or B2B , the stars are the Sales Persons. They are the ones who dress smartly.Most of them wear suits. Flashy, suvave, charismatic, they are the ones who make sure that your business hits the numbers with quality customer engagement.
And yet you also have a group of people at the back end of the business, servicing the customers once your supersales person has closed the deal. How could you get these back end guys to be as motivated and equally engaging as the front end.
If one were to draw a parellel to human anotomy the salesfloor is the face of your business, cosmetically well presented. One of my friend Lawrence(apart from sampling choicest homemade goan wines he had much more wisdom to share) who was the workshop manager at Maruti Suzuki in Gorwa, would tell, ” Let me tell you what an back end is- “pichwada” That is the back end(he will point to his posterier). Here we call it our Heart of the House.”And that means we really think of them very differently.
He would go on to explain. “If you think of them as the heart of your business, servicing the cars, valeting, washing, offering technical advise to a customer, all of which is an important function of your business.Right ?” So you know their names and their children’s names. You know what is going on in their lives. You know their birthdays. If you go and talk to them twice in day, you are sure to get a lot of insights on how to make the service experience better. You would have a completely different and a more fulfilling relationship with your customers.
Hence if you would consider your production department (in case of manufacturing) or service department ( for services oriented business) as the Heart of your business , it will change the way you connect with your customers.