July 28, 2010 - FPG
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
