The definition of your client facing team has evolved over the years. For a long time, the sales rep was the only face the customer knew. Over time, and in more progressive businesses, the customer service and account management team began to take a more active role and develop direct relationships with the customers as well. As you look around today, you can add the wide format installation team, your delivery drivers, and promotional product specialists to the mix. Maybe there are others as well, depending on the services that you offer. These people, along with the sales and customer service team, all have direct client involvement and make up your client facing team.
So if you follow this line of thinking, let me ask a question — when was the last time all of these people were in the same room, hearing the same messages about the kind of customer experience you want your company to deliver? Would that be helpful and an important step to keeping your message on point?
More companies today are emphasizing that the client experience they provide and delivering on their brand promise is a way they differentiate themselves amongst their competitors. This is a strong way for companies to strengthen their position with their best customers. It’s unique, and combined with a company’s investment in the latest technology, positions them in a way that’s hard to duplicate by others.
Go ahead and set up that group meeting for all of your client facing people. Share ideas and insights on what your customers expect and the best way to deliver a consistent, memorable experience. Doing this on a regular basis can help break down any departmental silos and helps to reinforce that you are all wearing the same jerseys.
This is a unique opportunity to capitalize on the team that you’ve built and to continue to earn the business that you deserve. If you’re not working to enhance your client relationships every day, now would be a good time to start.
I welcome any thoughts or questions; please add them below or reach out to me directly.
Mike Philie can help validate what’s working and what may need to change in your business. Changing the trajectory of a business is difficult to do while simultaneously operating the core competencies. Mike provides strategy and insight to owners and CEOs in the Graphic Communications Industry by providing direct and realistic counsel, not being afraid to voice the unpopular opinion and helping leaders navigate change through a common sense and practical approach. Learn more at www.philiegroup.com, LinkedIn or email at firstname.lastname@example.org.
Originally published in Printing Impressions.