Storefronts like Banks and fitness clubs are a doorway to local communities, however, in just a generation or so, customer may not be conditioned to use storefronts unless for special occasions which is why the phone and personal communication skills needed in today’s market is key to the survival of any service company.
With the new changing customer market, it’s evident that companies don’t convince customers to use them with pricing, products, and advertisement…they have to stand for something. A company brand needs to be consistent. When a customer is speaking to a front-line employee, the brand has to be enforced with the interaction.
I go to all types of fitness clubs but one in particular close to home. I can honestly say that the trainers there have seen me for over a year and still to this day, will not say good morning to me or give me a head nod. Okay, yes, they may be training someone but not to even say hello to someone who they see every day who could potentially be a client is proof that the idea of relationships is sales is getting lost in our new generation.
The great companies out there have one thing going for them…that is they stand for something. There is something that they believe in and you can hear it on the phone and feel it with their front-line representatives. Each one of them has something that makes their market/demographic want to work with them. The first thing is a personality and comfort to look someone in the eye.
Every company, sales person, and or representative has to figure this out and do a deep dive; every team within a company needs to have their own brand too. If your market is relationships, you need to be determine to mirror that in your all of the employees. You want to create something that will make you a magnet for your ideal customers.
For me, my passion is in connection/communication. It comes across in every conversation as I am always asking about development of communication skills by way of connection. It comes across in my writings, coaching, and relationships.
I believe through proper communication, many customer concerns with any company would be avoided, I believe with proper tone of voice, there would be a personal connection with the person on the other end. I believe with communicating empathy, customers would see the employee as their advocate vs. an enemy. I believe that with the new age of technology and our changing customer demographics and employee mindset, communication, emotional intelligence, and the skills of our front-line employees will make or break a company brand.
I could go anyplace in the country and ask a crowd of people what does F.O.R.D stand for and there will always be that one person that would say “Found On Road Dead” or something else. Ford motors never advertised such a comment but it took one creative person in the 80’s to say it. To no surprise, it spread across the country and this was before social media.
What will make a company stand out?
I believe to truly be a company of the future which is approaching extremely fast, every employee, manager; executive has to find what they are passionate about in their job. Each person regardless of degree, background, or skills all get dressed and show up to the same environment and if that environment is full of non-passionate people, then there is no passion and you spend more time correcting the by-product of the lack of passion than truly fixing the real issue. Most job duties are not glamorous but passion is. I would tell anyone not to hate their job and then do a half-ass job at it because that just reflects on your own character.
As an adult you are responsible for your own success. You have to step back and ask yourself why would another department want to hire you. On paper, there is very little that separates people. Most people live only to the line of the masses. If you have a scorecard in your company, your employees normally look to make sure they are above the red line…that’s the majority of the people…just get past the low performers. There are only a few that chase the top of the bar. That’s the ones that stands out. Leadership gravitates to those whose work ethics are more like an entrepreneur. This is not favoritism but logical…you would do the same.
Question is, can anyone tell what your passion is, if so, what is it?