Do you ever wonder why your employee’s skills never get better? Despite training and meetings, things aren’t changing?
I took several courses on behavior modification in college and eventually wrote a program on behavior change for incarcerated youth in the state of New York. There is one thing that has stayed in my mind and is the backbone of behavior modification. It is applicable to sales and any other behaviors you want to change.
For example, there’s a difference in telling someone you want more sales and then asking for 2 more sales a week. Once you define it, you can also develop a benchmark for the performance.
It doesn’t matter what type of business you have; there are some business practices that are better than others and practiced by your successful employees.
Benchmarking is a process of measuring the performance of a company’s products, services, or processes against those of another business considered to be the best in the industry, aka “best in class.” The point of benchmarking is to identify internal opportunities for improvement.
Benchmarking is a fancy way of finding out what works in your organization and then standardizing it for everyone.
Training your staff without having any measurable benchmarking standards is pretty much a waste of time. For one thing, how will you know whether people are improving? If you don’t know if they’ve improved, how will you know what is working in your business?
Smart business owners invest in their people daily. In other words, they find something that is considered best practices and then set the practice in place for everyone. An example would be returning all phone calls before noon. If this works best, then insist on it for everyone in your business, including yourself. The more time you spend in learning what are your best practices, the more profitable your return on your business investment. If you wait for an emergency to institute a best practice, you’ve probably lost a sale or two along the way.
Another example of a best practice would be your most successful salespeople are the ones who ask for referrals immediately after a sale. Once you have identified that as a differentiation factor or best practice in sales success, you can consider it a yardstick or benchmark for your business. Once your benchmark is in place, you can start measuring other’s performances.
You don’t have to “reinvent the wheel.” Your outstanding employees already know what works—they’re way ahead of the game. Focus on the most important areas, ones that are often not clearly defined such as the customer experience.
QUESTION: HOW CAN YOU BENCHMARK THE CUSTOMER EXPERIENCE FOR YOUR BUSINESS?
According to HubSpot: A positive customer experience promotes loyalty, helps you retain customers, and encourage brand advocacy. (HubSpot is an American developer and marketer of software products for inbound marketing, sales, and customer service.)
ARE YOU LOOKING FOR BENCHMARKS TO CREATE FOR YOUR BUSINESS? I HAVE IT FOR YOU IN MY BOOK, RED HOT CUSTOMER EXPERIENCE, STARTING ON CHAPTER 14…” Create Benchmarks for Success.” It’s on my website, get one right away!
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