Another extremely beneficial technique to consider during the course of one of these meetings is to create a roll-playing game of sorts. Come up with at least five common issues they have all experienced, and try to resolve them during the meeting. Let your group switch rolls. The sales people will be the installers, and vice versa. Each challenging issue will be brought up one-by-one.
The sales person will get to put on the installers hat and offer his solution to the problem. The installer will have to resolve a problem faced by sales people. After the answers are given, the person conducting the meeting can offer an alternative way of solving the problem. If done correctly and in a fun and exciting way, this exercise will provide both sides with a different angle on things the other is faced with on a regular basis. At the end of the day, you will see a change in how they feel about each other. If you can be really creative, you will actually see both sides garner a considerably higher degree of respect for one and other, along with significantly more understanding and empathy for problems and challenges the other is faced with on a daily basis. Will problems still happen? Of course they will. Will they be fewer and more cooperatively resolved? Absolutely, yes!
This same idea can be used for the entire company. Front office and back office; Service and install; management and employee, the entire company will benefit through communication, information, and empathy to create a truly informed team who will be more cooperative, respectful of one and other, and who will work more closely together to take a higher degree of ownership toward problem solving. Not only will your company benefit, but so will your customers. When you invest the time and effort to intentionally work on ways to resolve challenging internal issues as opposed to simply accepting them as something which can not be changed, morale will go up, cooperation and attitudes will improve, and you will have increased the value of your business both internally and externally. Want to share some of the things you have done along these lines with other SecurityInfoWatch readers? Email me below about how you've overcome the sales vs. installers problem. We look forward to hearing from you. See you next month!
About the author: Bob Harris is managing director for The Attrition Busters. With over 30 years in the alarm industry, he provides seminars, business consulting, and workshops to help great companies become even better. Bob can be reached at (818) 730-4690 or by email at firstname.lastname@example.org. Learn more about The Attrition Busters at www.attritionbusters.com.