"I'm not in sales"

Quote of the week:
“I don’t need to be at the customer service training session because I don’t work in sales.”
Grow up.
The obvious stuff is:
•           answering the phone
•           greeting and meeting
•           treatment co-ordination
•           establishing rapport
•           understanding the customer’s needs and concerns
•           negotiating a win/win solution
The less obvious stuff is:
•           the way you dress and groom
•           the way you keep your workspace
•           the way you communicate with your colleagues
•           your loyalty to the brand
•           your attitude to Head Office
•           your attitude towards the workers in the field
•           the way you pack a component in a warehouse
•           the way you manage accounts
•           the way you hire people
•           the way you take your product or service to market
•           your compliance and governance systems
•           the way you deliver your unique ability
As customers, we can tell whether the people in a company give a hoot – in everything they do.
Everyone works in sales, all day, every day.
You work in sales.
Make sure you are very, very good at it.


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.