How to Enhance Customer Experience through A Happy Sales Force

As your business expands, you probably try to manage its growth with tools that keep you organised and efficient. As they are the ones facing your customers and bringing in the money, managing your sales force is probably at the top of your list.

But, there’s a catch: when growing your business, defining and managing internal processes for your sales team may create a problem. Your employees are not just sorted variables, they are people. And for them to represent you well in front of your customers, you need to empower and motivate them while you introduce new work methods.

Work is an all-encompassing environment, and staff must feel they are valued in that environment, so they have the cheerful, confident attitude you would hope for from an employee who is interacting with customers.

Here are a few ideas to help you balance the need for organisation while keeping your employees feeling happy and emboldened.

The Right Software

It may seem counter-intuitive, but there are some technological solutions to help promote a positive workplace environment. Sales manager software like Pepperi, for example, turns sales processes into quick, mobile B2B transactions that are automatically executed in your back-office ERP system, which means a lot of tedious weight lifted off of your sales reps and back office employees’ shoulders.

Your goal is to maximise employee efficiency when things get busy, and allow employees to move onto other tasks. So solutions like Apple Pay can expedite payment processes. Open Source retail software like Openbravo allow retailers to gather information and maintain essential data. These additions to your arsenal can help increase employees efficiency, and make them better organised. Introducing time-saving and efficiency-enhancing solutions is an important way of showing that you are invested in your team’s well-being at work.

Encourage Open Communication

While some sort of hierarchy usually must be put in place to ensure things run efficiently, that doesn’t mean your business needs to model a dictatorship. Foster a communicative environment by letting your employees know you take their suggestions seriously, and encourage them to speak up when they have an idea they want to bring to the table, or just feel something is amiss. I’ve found this to be a great example of happy employees leading to happy customers. For starters, employees who feel heard will have more faith in the company, and be willing to work hard on its behalf. More importantly, employees who feel their concerns are being addressed will consequently be more inclined to be attentive to their customers’ concerns.

CRM - Customer Relationship Management Software

Like the sales automation software we’ve mentioned above, CRM software will make it easier for your sales team to organise their sales processes. Having their customers’ information, order history and service needs in front of them will enable your customer facing teams to keep track of potential customers and cultivate relationships with them. Customers who feel they are a priority to your business and have a better overall experience, will be more inclined to buy from you and tell their friends about you. Effective tools like a good CRM can be the difference between a business that’s merely existing and one that’s flourishing.

Capitalise on “Safe Spaces”

Employees should have a sense of security within the company they work for. A ship without leaks allows sailors to focus on other tasks, because they know that there is a sturdy foundation they can rely on. Showing your employees that they are part of a sound, steady organisation will give them the confidence to explore creative solutions that will help them create a pleasant experience for their customers. If your employees question the reliability of the company they work for, that doubt will be passed to the customers. Keep the workplace safe, keep the workers happy.

The Bottom Line

Your employees are your direct connection to your customers, so their satisfaction will translate into your bottom line. By introducing business tools that enhance workplace productivity, and focusing on the business and emotional needs of your employees, you can generate a ripple effect that will garner customer and employee content across the board. 

The Author

Harry Djanogly

A native of Atlanta, he’s the inside sales manager for a major software company in Georgia. He was always fascinated with the fields of marketing and computers and for him being able to combine these two topics together for a living was a dream come true! He’s a huge fan of the Hawks and Falcons (No, not the birds. The teams!) and he loves old school rock music. To learn more about Harry you can visit his site or Twitter

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