To truly understand the value of your frontline do yourself a favor, go out and work on the frontline for a day. Is it really that easy to balance sales and service? Is it really that easy to keep a positive outlook after five consecutive rejections, three of which came from irate and disgruntled customers?
The pressure to repeat the process 10, 20, or 100 times a day can be exhausting, to say the least. Most decision makers in sales and service organizations were not promoted from the frontline, and have therefore never actually spent much meaningful time there. Putting yourself on the frontline will provide you with a completely different perspective and appreciation for what really goes on and what it takes to be successful.
Understanding and appreciating the challenging nature of frontline work is a critical first step to executing a successful sales and service program on a universal scale.
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