One of my more memorable client experiences occurred a few years ago while I was working with a company to improve customer service and ancillary sales. After conducting the initial discovery visits and leading the frontline team through our core seminars, the company experienced an almost immediate and very significant improvement in both service and sales.

The general manger was so delighted with the positive results of the program launch – the changes in employee attitude, happiness, and the positive bottom-line impact – he literally cried out, “Thank God for Frontline Performance Group!”

In that moment he understood the power behind our principles, program, and the reason for our unwavering commitment to creating service-based sales cultures: happy employees = great customer experiences = improved bottom-line results.

This, of course, is no secret. However, what most business owners and managers do not realize is that changing a workplace culture requires much more than just wishful thinking; it requires the implementation of a hyper-efficient, impactful business system. This takes time, commitment, persistence, and diligence. But as this client realized, those willing to transform their business culture into one that supports employees and a service-based sales environment will reap the benefits a peak performing sales organization has to offer.

Andy Racz - Senior Account Manager, Frontline Performance Group

Harnessing the power of visualization and belief to topple a Goliath: 88-0 suddenly turns to 88-1!

Sometimes in the world of college sports all it takes to beat a champion is to believe that you are a champion and to play like a champion. Any loyal Notre Dame fan understands this important message.

On January 14, 1974 the University of Notre Dame demonstrated this belief when they stunned the college basketball world by toppling reigning National Champion UCLA. What made this one point victory special for the Fighting Irish was that the loss marked UCLA’s first loss in 88 consecutive games, and it came at the expense of legendary coach John Wooden.

How were they able to do this? Prior to the game Notre Dame’s coach, Digger Phelps, implemented the following coaching techniques:

1. Make it Visual: He had the team practice cutting down the nets and celebrate the momentous win four days prior to the start of the game.

2. Make it Behavioral: Throughout the practice week he drilled all of his players to hit shots at unique angles stressing that this was to be the “game winner!” The extra jumpers, runners off the glass, three pointers and two foot lay-ups helped create the right muscle memory for when it really mattered!

3. Make it Emotional: According to John Shumate, an Irish player, “Digger told us at practice the week before the game if you win this game, it will be part of your life for the rest of your life…” Phelps was famous for drawing upon duty to the University and the team’s faith to believe.

So how do these techniques translate into success in today’s competitive business environment? Whether it is a well coached round of role plays, situational exercises, or a candid discussion with your employees about the importance of moving your customers through an emotional connection, these same types of coaching techniques can generate tremendous results for your frontline team — just as they did for the Fighting Irish.

Ken Stellon - Senior Vice President, Frontline Performance Group