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What Is Your Culture?
December 5, 2007

What culture does your company have? Is it a Sales Culture, Merchandise Culture, Operations Culture, Repair/Service Culture, etc? In other words when someone mentions the name of your company what is the first thing they think of? Is it that you have a great selection of merchandise? Is it that you do great repair work? I hope they are thinking what great people you have that will do anything to help service the customer’s needs because that to me is a sales driven organization.

A sales driven organization is a company that from top to bottom realizes that they are in the sales business. Whether the customer was to speak to the accounting person, janitor, receptionist, repairperson, salesperson or the owner, everyone would have the customer’s best interest in mind. Too often I see organizations where the repair department looks at customers as a pain. I see accounting people that answer phones and treat the person on the other end as a burden rather than an asset.

The minute that everyone in the organization realizes that the only reason any position exists in any company is because of the customer is the minute you become a sales driven organization. If you didn’t have sales would you need anyone to account for inventory and money? If you didn’t have any customers would you really need a buying department? Without customers to buy products would you really need a repair department?

Now go a step further. Has everyone in the organization been trained to provide exceptional customer service? Trained to communicate (how to speak with a customer), how to go the extra mile, to provide exchange in abundance, that the customer is always right. Have they been taught how to handle delicate situations, how to handle returns, exchanges, defective merchandise, etc. I would hope the answer is “Yes” because you never know to whom or when a customer may talk to a given employee. No matter what position they hold they are all in sales and represent you and your company.
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Posted by Brad Huisken on December 5, 2007 | Comments (0)