Businesses that excel in the organic growth stage typically do so by fostering a hyper-sensitivity and responsiveness to the needs of their external customers. Two informal departments form in these businesses:
sales and sales support.
The customer is king, and you win by bending over backward to deliver.
This is honorable, but it's not enough to reach the next level of success. This same passion for delivering consistent quality to customers needs to be applied to other managers, employees, and departments within the company. The head of sales needs to see the shipping manager not as a means to an end but as an internal customer who depends on the head of sales so they can, together, ensure a high-quality experience for their external customers.
Still, we need to take this a step further. You have years of experience driving external customer awareness. Now, you need to build the same degree of internal customer awareness and do it in a much shorter timeframe. To make up ground fast, you actually need to sit down and map out the most important internal customer pairs. When I work with a team, we spend several hours writing out and define the pairings.
As you map out your internal customer pairings, consider why they are meeting and how often. Determine what decisions they can make together and what decisions should be escalated back up to the leadership team. What commitments do the internal suppliers and customers make to each other? What information needs to be shared and in what format.
By engaging in internal customer pairs, your leaders will be able to start meeting pro-actively instead of reactively. When they do, their relationship will improve, the collaboration will increase, problems will decrease, and the customer experience will improve dramatically. And, best of all, since these pairings don't help all funnel back to one person or team, you now have a highly scalable solution that will keep the business executing quickly while your senior leadership team focuses solely on issues of the highest importance.
Now that you have a team meeting together more frequently as a whole and in pairs, you need to make sure those meetings are 100% effective AND efficient. In the next video, I'll give you a proven process to do just that.
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