silo

Don’t Assume because... - 8/13/19


You've probably heard this statement growing up. Your parents said, “Don’t assume, because it makes…you look bad.” Or something like that… Recently my laptop screen died, and since it was an older laptop, I decided to go ahead and buy a new one instead of paying to have the screen Read more

Patience Leads to Positivity - 8/6/19


Thank you for your patience. That’s a statement I enjoy saying…when I am the customer. When I’m trying to learn something and I’m about to go into a process, I want to have a feel for what the whole process involves. Over the years, I’ve gotten tired of feeling like Read more

Back to Reality...for Customer Expectations - 7/30/19


Have you ever walked into a patient registration area of a hospital and seen a sign that said “if you’ve been waiting longer than 15 minutes, please see the receptionist?” Have you ever called a customer service number and been told by a recording that “the average hold time is Read more

For Excellence to Happen, Get Engaged - 7/23/19


The customer was throwing an absolute fit in the lobby. Sitting among several other customers waiting for her number to be called, she was raising her voice and letting out the occasional expletive about the lengthy wait time. An employee sitting behind the counter thought to herself: I’m going Read more

Libby Listened to Serve - 7/16/19


Libby was new to her role with the organization. She had never been a customer service representative in a call center before, but she was hired because of her attitude. She wanted to learn, enjoyed working with people, and could carry on a conversation with a wall. After going through Read more

Chris Got Noticed for All the Right Reasons - 7/9/19


Chris was working through a temporary agency, and he got a job at a warehouse. He was packaging items to be shipped out, and his shift didn't start until 7:30 a.m. Chris always got there a little bit early because of the bus schedule, and he hated just sitting Read more

What Does “No News” Mean? Here’s a Quick Story - 7/2/19


Steven was trying to make the purchase of his new used car official, so he could get license tags for his State. In order for the State to allow him to put the vehicle in his name, he had to submit paperwork to prove that the prior owner (from Read more

Are you the Output or the Input? - 6/25/19


You’re the output and the input. Sorry to put it into such technical/industrial engineering terminology. But in a service system, we all have some role as a part of the process. First, we receive the output. Somebody has a customer that they direct to us, so that handoff is from Read more

Hear Them, and Tell Them What You Heard - 6/18/19


CSS has conducted close to 1000 research projects over the years, many of which were web-based surveys. And oftentimes, in addition to or instead of completing the online survey, respondents e-mail us directly with questions or comments – and we respond personally to every message on behalf of our Read more

It’s Decision Time. What are you going to do? - 6/11/19


Serving others is tough. Whether it’s dealing with an irate customer, having to field the same question from the 100th different customer this month, or keeping 10 plates spinning while still smiling in front of the client, it’s hard. You want to do a great job, and you’re constantly put Read more

Round 1 – Sales v. Service – Ding, Ding! – 6/18/13 TOW

Posted on in Customer Service Tip of the Week Please leave a comment

They worked as a team…an individualized dysfunctional team. Let me know if you ever heard a story like this before.

Darla was just about the greatest sales rep ever. She could take someone from suspect to prospect to client literally in a matter of a few minutes or 2-3 conversations. Steven was the consummate professional when it came to customer service and client retention. He thrived in those 1-on-1 moments of truth, and he was strategic enough to nurture and grow relationships over time.

Darla and Steven hated each other. It wasn’t love-hate; it was more like respectful hate-hate. The way the business was organized, the sales rep made the sale, and then they’d turn the account over to service from that point forward. Darla only got commission off the initial sale, and she didn’t think that was fair since the organization earned thousands of dollars a year off renewals of contracts. She would actually earn more money if the client would cancel every year and sign a new contract with her the next day. “Why don’t I get compensated for future contracts that I started for the company?”, Darla would think.

Steven got evaluated and compensated on renewals, but he was always upset because Sales never obtained or shared the kind of information he needed to retain the new client, so he was essentially starting from scratch in relationship building with every new client. “Why can’t Sales think of anyone but themselves when they get a new client?”, Steven often wondered.

Darla and Steven were so good at what they did individually that they saw the shortcomings of the other very clearly.

This all-too-true story is about siloed organizations and misaligned incentives. If you want the organization to succeed, you have to incent staff to do what’s best for the long-term benefit of the customer and the WHOLE company – not just their own division or department.

Look at your incentives. Do they promote the department or the company? Do they focus on the short-term or long-term?

Ensure departments know how they impact each other – how their “output” is their co-worker’s “input.” Then incent long-term success.