One of the things that has always made me crazy is the labeling of customer service and sales as a so called “soft” skills.
If customer service and sales are so “soft” then why is it so “HARD” to get your service technicians and sales team to put really good “soft” skills into practice?
I often wonder, “Who was the dunderhead, that coined this term?”
My best guess is that it was probably a person who had a very strong technical skill-set that had failed to develop equally strong customer service skills. This person (probably a guy) then trying to justify this weakness, downplayed the importance by labeling the uber-important skills of customer service, sales and communication as “soft”, which implies that their not very important.
I have to tell you that one of the most fun parts of my job is talking to sales and service managers who refuse to admit that the results their people get on their opportunities do indeed…
What do I mean by this?
When any frontline service or sales professional in your company does not produce the results needed to pay for all the overhead, benefits, education and everything else needed to cover their fair share of these expenses, then they are “sucking” these valuable resources at the expense of other employees who ARE pulling their own weight.
Frankly, there is an imbalance at many companies created by some on the sales team performing at a very high level while others on the team are performing well below expectations.
And many owners and sales managers (Are you one of them?) simply state this as a fact of being in business and refuse to believe that EVERYBODY can achieve profitable numbers and reach their goals.
With Groundhog’s Day upon us once again I am reminded of the classic movie Groundhog’s Day, starring Bill Murray.
In case you forgot, the film is about a television reporter that is assigned to this event in rural Pennsylvania. Essentially he keeps repeating the same day over and over again until he finally gets what life and love is all about.
Unfortunately, too many contractors, their sales people and technicians are living this Groundhog’s Day scenario as well, but they’re not getting what it’s all about.