I often ask clients, “What does a team need to win the Super Bowl?” The answer is far more involved than most people think. When I ask the group to tell me what they need, obviously a team that wins the Super Bowl must have a great quarterback. However, he alone can’t win the game. He needs an incredible offense. Again, though, the best offense isn’t enough if the defense doesn’t keep their opponents from outscoring them.
So far so good. I will always get those responses. If I ask them for what else the team needs, they will mention the coach. However, I usually have to push to get them to mention the trainers. And if you’re playing in Houston in September in 95 degrees with 95% humidity, most will agree that you need the water boy.
I almost never hear anyone mention the back office. So I lead them through the following three questions:
What happens if the team shows up at the airport for their away game and there are no tickets? How well will they play tomorrow? Assuming they get past that one and they arrive at the hotel only to have the clerk make a phone call and then cut up the coach’s Platinum American Express, how well rested will they be for the game tomorrow?
Finally, what if just before the game the quarterback calls his wife for his pregame ritual only to have her tell him that his paycheck bounced yesterday and so their house payment did too?
I take this example to extremes for a reason. In your business, the sales team is the offense; the sales manager is the quarterback; the production team or the service team is the defense. I don’t care how good the sales team is, if your quality is 85%, somebody else is going to outscore you. The same goes for your technicians or customer service. It’s their job to convince the customer by attitude and performance that your sales team merely made the first impression. They’re going to show him or her that it wasn’t hype but a company-wide commitment to deliver the quality and service promised – and more.
But in congratulating each other about how great you are, don’t forget the people in the back office. Somebody has to get the invoices out and collect because accounts receivable do not pay the bills. Failing to pay your vendors means you won’t get the product, parts, or raw material in that you need to take care of your customers. Likewise, if your accounting people don’t invoice and collect, you won’t make payroll. Most employees may love you personally but won’t say around long if you can’t pay them on time.
I apologize to human resources and all the other unsung heroes of today’s businesses. I really mean you too in the back office.
So if you want to win in the business arena, remember, you need the best offense and the best defense you can get. And somebody in your organization needs to be a great coach. But don’t forget the rest of your team, the ones the customers rarely if ever meet. You need the full organization playing their roles to ensure that you consistently keep the points your offense scores.
Author: John Aberle
Article Source: EzineArticles.com
Provided by: Programmable Multi-cooker
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