"Accountability breeds response-ability."
- Stephen R. Covey
Ask any controller, CFO, or manager what their COMMON experience is with SALESPEOPLE. They often will describe an experience of EDUCATION and DEDICATION to seeing the sales move quickly. They will also mention how upon COMPLETION of the sale… the sales person DISAPPEARS!
It is NOT that the sales person is SEEKING to leave the client high and dry after the sale. It is NOT that their goal is to vacate their RESPONSIBILITY to the clients' happiness. It IS that their management SYSTEMS are NOT created to INCENTIVIZE them to offer PERSONAL ACCOUNTABILITY after the sale.
The sales persons WORKFLOW is to "move on" after the sales and for the client to work with the "SERVICE TEAM" from the close forward. Sounds good… except, "what does your client WANT?"
2 DEGREE SUCCESS STEP:
To become EXCEPTIONAL in your business, you MUST become a MASTER ACCOUNTABILITY MANAGER.
You must become the SINGLE SOURCE of accountability for your clients. Become the one person they can call whenever the "system" FAILS to deliver the "service" it guarantees.
YOU become the person that the client calls when service is poor and they cannot find a RESOLUTION. The billing is INACCURATE and accounting will not return their calls PROMPTLY. When the "solution" becomes part of the clients' problem and no one will take the time to discuss "options."
Be the MASTER of ACCOUNTABILITY. Ensure your client has a CHAMPION for THEIR cause. Your success directly related to your ability to do so…
Cheers,
Zach
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