Improving Performance: Tip #3 of 5

3. Emphasize Purpose
25 August 2014

Improving Performance: Tip #3 of 5

3. Emphasize Purpose

Why does your team show up every day? Why do you? The more compelling answer you get in response to this question, the better you will connect with your team, and the team with customers.

If the answer is ‘To Make Money (or something similar),’ it is a guarantee of stress, failure and tension. As you, the team, and the customer use that as a purpose, will you be tempted to undercut your team so you look good and earn a bonus? Will your team upsell in ways that create quick commissions, but lose long term customers? Will your customers become wary of dealing with you, so a constant sales churn becomes necessary?

If you have a purpose something like ‘We help people flourish by solving their (telecom, gardening, shipping, IT, etc.) needs,’ this becomes compelling. If your job is to help your team flourish, and your team’s job is to help the customer flourish, there is no longer tension to make unnecessary sales. Allow the team to sell what is best for customer needs, and to creatively solve customer issues, and you’ll find that not only will customers stick around longer and buy more, but you’ll have an entire staff that stays around longer and creates lots of free word of mouth marketing about who you are and what you do.

Give it a try for six months. If it doesn’t work, you can always go back to trying money as a motivator!