Case Studies

Leveraging Best Practices of High Performers

Case Studies

Creating Customer Service Standards to Differentiate the Customer Experience Understanding the Emotions That Drive Customer Behavior Leveraging Best Practices of High Performers Engaging Employees in Building the Vision Competing Against Free Software

Situation

To achieve better revenue performance from improved share of wallet, our client was looking to upgrade the performance of their sales force. Increasing the number of sales people and sales managers had not led to the hoped-for results. Substantial changes of personnel and expensive technology were being contemplated.

Approach

In-depth interviews with high-performing sales people, as well as average performers were used to document the behaviors and methods used by high performers. Note: High-performers were working with the same technology and limitations as others and yet were much more successful.

Result

Managers now have a basis for coaching to the behavior of successful individuals, including specific practical tactics such as "send a birthday card to good clients." Significant changes to a corporate culture are difficult to achieve, especially in the absence of a major crisis. An appreciative approach looks to build on successes wherever they are or however small they may be, as an effective method to strengthen organizational performance.

Bonus

Management now clearly understands the types of work-arounds that high-performers use to get past barriers.