Read online at www . proinstaller . co . uk
MARCH 2022 | 51
Seven things ...
THE SALES DEPARTMENT EXCELLING AT CUSTOMER SERVICE
Having a strong sales department is more than making money for the business . The sales department is the bridge between the customer and the company . Building rapport and earning respect is not only a requirement for a great sales team , it is a finely-tuned skill .
OAKLAND GLASS LTD
Here Helen Pickles , Office Manager at Oakland Glass , talks through the seven values of her team , explaining that : “ We pride ourselves on offering the best service that we can . We have a team that has been with us for a number of years and encompasses the following values , which we have all built up and on through experience . We use this expertise
to train new staff and team members .
“ Above all , a good sales team will always go above and beyond what is expected . Treating customers with respect and friendliness , whilst getting the job done . We constantly have customers commending our sales team , and I believe it is the following seven values that help us achieve this fantastic feedback .”
1 . Maintaining our “ old school values ”
With developments in technology over the years moving more towards emails , conference calls and choosing 10 options before you even get the chance to speak to an actual person ; we love to actually speak with our customers on a daily basis . We have come from a family run business , with traditional values , where we have always known our customers personally and are always at the end of the phone should they have any questions for us .
2 . Answering our phone is a priority
We have always had a receptionist , who is friendly and welcoming ; and everyone knows in the office that calls should be answered quickly . We prefer this personal approach and find that :
• It is easier to understand our customers ’ requirements
• Get to the route cause of any issues quickly
• Build up a relationship with our customers
• New people develop the same values
• Manage any issues professionally and swiftly
4 . Working in partnership
We will always try to accommodate our customers ’ needs , from managing their dayto-day requirements , accommodating any rush orders , planning in any forth coming projects or discussing any technical queries / alternative solutions , in conjunction with our suppliers .
5 . Remaining flexible
We will always try to find a solution to our customer ’ s individual requirements . In the past two years , with the pandemic , it has at times been quite restrictive . We did find it very difficult to sometimes say no to our customers , as we have always pulled out all the stops . But thankfully , we are getting back to a new normal .
6 . Honesty really is the best policy
We pride ourselves on being honest and fair . We will always tell our customers the truth and be honest about our capabilities and levels of service . Keeping updated on any issues , shortfalls in product , reduction in capacity etc …
3 . Appointment of account managers
Each of our customers have a dedicated account manager to help and support them on a daily basis . We find that this provides :
• Continuity – our team can follow something through from start to finish and ensure that all queries are answered / solved promptly
• A detailed knowing what our customers want and how they work
• A better relationships / friendships with our customers
7 . Communication : good and bad
The last couple of years has brought difficult issues with glass and staffing shortages , vast price increases and an increased demand that was not expected in the industry after the outbreak of Covid . We share good and bad news , giving as much notice as possible on any issues that will impact on our customers . Giving them the opportunity to plan / manage their production and customer expectations .
www . oaklandglass . co . uk