Unless you were hired to be a customer service representative, you are not supposed to be doing customer service. If you weren’t hired to follow up on every operational issues, be it an incorrect invoice, a shipment, or some other failure, this work is not for you.Make no mistake here, you do own the outcomes you sold your client. You are responsible for ensuring their success with what you sold them. If you want an absolute right to the next deal, you have to earn that right by making sure your client gets first class service on their first deal with you. That said, you do not own the responsibility for all the transactions that make up that outcome, most of which you have nothing to do with, and with good reason: you are not in operations.What is most important to recognize here is your role and your responsibility. If you are not selling because you are doing operational work, then no one is selling. If no one is selling, then the future clients that you are supposed be pursuing and gaining for the organization are not being pursued or gained.When you are retyping an invoice or calling to follow up on a shipment, you are not selling. Your operations team, the people who are supposed to be doing these things, are not selling either.Your operations team doesn’t pick up the phone and cold call for you while you are correcting an invoice. They don’t nurture the relationships with your dream clients for you, sharing some insight that is going to gain their attention and establish you as the person with the ideas and ability to help them produce better results.The operations people aren’t sitting in discovery meetings, asking to meet additional stakeholders to collaborate and build consensus around the right solution, presenting ideas and proposals, or negotiating the terms of a deal, and asking for the commitment to buy.If you are not doing this work, it is not being done for you. This is true even if you are doing someone else’s work for them.I am not suggesting that you are not part of a team, and that you shouldn’t be a team player. By all means, take the first call from the angry client before passing off the responsibility to correct whatever went wrong to the person responsible for correcting it. Make the follow up call to ensure your client got what they needed. In between these two calls, give the tasks to the people who own them, so you can get back to selling. Essential Reading! Get my 2nd book: The Lost Art of Closing “In The Lost Art of Closing, Anthony proves that the final commitment can actually be one of the easiest parts of the sales process—if you’ve set it up properly with other commitments that have to happen long before the close. The key is to lead customers through a series of necessary steps designed to prevent a purchase stall.” Buy Now
It was the responsibility of the Bharatiya Janata Party (BJP) and the Shiv Sena to provide a stable government for the people of Maharashtra, senior Congressman and former Chief Minister Prithviraj Chavan said on Tuesday. In the event that the BJP-Sena power-sharing talks fail and the Sena approaches the Congress with a proposal on government formation, it would place the matter before the Congress high command and discuss it with its allies, said Mr. Chavan.“These are ifs and buts… in case we do receive such a proposal from the Shiv Sena… To the best of my knowledge, no such proposal has come to us,” said the senior Congressman, speaking to reporters in Karad in Satara.Mr. Chavan said he wondered how the saffron allies could form a government given the mutual distrust between them at the moment. “It appears that there is a major hitch in their government-formation talks. On the one hand, the Sena leadership is talking of a 50:50 power-sharing deal having been settled with [Union Home Minister] Amit Shah. Now, it seems that there is a wide gap between the Sena’s understanding and Chief Minister Fadnavis’ statements that no such secret deal was cut,” he said. “Both parties [Sena and BJP] should hold a press conference to tell the voters of the State what was decided between them in order to end this confusion.”Mr. Chavan had won a stiff three-way fight in the Karad South Assembly segment and defeated his rival, the BJP’s Atul Bhosale, despite high-decibel campaigns by Union Home Minister Amit Shah in Karad and Prime Minister Narendra Modi in Satara.The Leader of Opposition (LoP) would be elected from the NCP in the event the BJP and the Sena succeeded in forming the government, he said. For the first time in the State’s political history, he said, the Congress will not have an LoP from its own ranks.Mr. Chavan acknowledged that the Congress had fallen short in formulating a clear poll strategy and that it was dogged by leadership crises. Still, he said, people had responded to their campaigns highlighting the BJP’s government’s hollow assurances and severe shortcomings. He also said the Congress-NCP coalition had suffered in at least 25 Assembly segments owing to Prakash Ambedkar’s Vanchit Bahujan Aghadi (VBA), which queered the pitch for both the opposition parties and again benefited the BJP-Sena alliance.“We were willing to enter into an alliance with the VBA ahead of the Lok Sabha polls. Had we fought together, then not only Mr. Ambedkar, but perhaps six to seven VBA leaders would have been returned as MPs,” Mr. Chavan said. refuting the VBA’s allegations that the Congress had not allowed the party to grow.