This happens to customers all the time when sales and execution aren't on the same page.
Advantage: Tiny Business Owner
I have experience working with a large service based organization that had 100′s of sales representatives beating the street. These sales reps would secure deals, get a contract signed and then pass it on to us for implementation.
We were the ones executing on the terms placed in these contracts. Big problem.
We often found that the customer was “misled” or outright lied to by the sales representative. After all, the rep is rewarded for getting the sale and thus the commission.
This often led to a extremely agitated customers and, of course, it was up to us (not the sales rep) to make it right.
Tiny Businesses Don’t Have This Problem
More than likely, you are doing the selling and the execution.
Your tiny business can take advantage of this strength by ensuring that you know exactly what you do and don’t do. Make promises to your customer and then deliver on those promises. Your customers will appreciate the seamless transition from sale to execution.
Make sure that your potential customers know that you will be handling every aspect of their experience with your company and that you will be “taking care of them” personally. Understanding that this differentiates your company from your larger competitors can be a powerful selling tool.
What do you think? Have you ever experienced a disconnect between sales and execution either as a consumer or as an employee at a large organization? What kinds of frustrations did you experience?
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{ 2 comments… read them below or add one }
Nice Post, Russ!
You’re correct.
One advantage of dealing with the owner/deliverer of products and services is there is ‘One Throat to Choke!’ (I got this verbiage from a friend when discussing small businesses, and the advantages they offer.)
Prospects and clients like to work with the owner and the ‘One Throat to Choke!’ verbiage directly tells them, “It’s my Tiny Mighty business. I take full responsibility that I will deliver what I promise, at the quality I tell you, and by the date we agree.”
‘One Throat to Choke’ tells everyone:
“I know my reputation is on the line each and every time I have meetings and transactions with prospects and clients.”
“I want referrals, and hope you’re happy enough with what I provide that you’ll tell others.”
“If you don’t think I’m giving you the value I promised, tell me first! I’lll make it right.”
“Dealing with my TIny Mighty Business you are not just a number. I want you to be a client, not a customer.”
If you don’t want to be just a ‘transaction’ or ‘number’ to a company, find a Tiny Mighty Business to work with. They ‘Get It!’
@Fred — thanks for that awesome comment! You really added some great insight to this post.