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July 30, 2004
Everybody Sells
In a small business everybody is really part of the sales team, since most employees will have some interaction with customers. And yet, many small businesses overlook this in their training as shown at this entry at An Entrepreneurs Life.
Posted July 30, 2004 08:30 AM
Comments
I managed a shipping department for several years. During that time I realized that my opinion of shipping companies was based more on the drivers than the sales representatives. A driver with one of the companies came in acting horrible toward me and my employees. Because the company could not guarantee that the driver would not be coming to pick up our packages again they lost a $100,000 plus client.
Posted by: Jennifer Baird at July 30, 2004 01:39 PM
I get so frustrated with poor customer service! And the worst part is that most of the time I think it's lack of training. So, can you really blame the employees, or is it management? Poor management results in poorly run companies, which in turn, makes me question the reliability of the entire company. In addition, I would even contend that larger companies have the same issues with their employees interacting with customers. Definitely, all companies should invest in high intensity training. This will increase customer service, which increases repeat customers, which increases profits!
Posted by: Raven Teeples at August 4, 2004 01:42 PM
at Belmont University in Nashville, Tennessee. He consults with a variety of businesses on start-up and growth related issues, and with larger corporations on re-establishing entrepreneurial cultures within their organizations. Dr. Cornwall's current research interests include entrepreneurial finance and entrepreneurial ethics. He has authored or co-authored four books.
