Sales or customer service teams seldom have an entire team of quality achievers. They seldom have the 20% of a team that is responsible-according to the 80/20 Rule-for 80% of the productivity, performance, revenues...whatever. The only twenty-percent number is usually the number of frontline staff coming and going, week after week, month after month.
In other words, there are few sales or customer service teams that are even close to having an entire team of excited, energized, and enthused achievers. There are few frontline team leaders with a plan to create an entire team of achievers. Few with a system for leading and managing them.
They don't know how how to do it. Most companies don't show them how to do it because they don't know how either. Even businesses acclaimed for great service, often have less than 100% achievers. Nordstoms, Whole Foods, Trader Joe's, and Costco are all highly focused on great service, but few stores have an entire team of achievers.
Most people don't think it can be done.
The achievement books I have listed are full of leadership tips, insights, and perspectives. Engagement, team skills, and a passion to be the best are some of the basic themes of the books. How to do is in everyone of those books. (A step-by-step approach is not there, but it will be in my book.)
Suggestion:
People support, often with a passion, what they help create.
Ask your frontline staff what they think you need to do to create an entire team of achievers.
If it makes sense, do it.
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