Mobilise your ‘secret army'

Promoting a curious mindset can help businesses establish a deeper connect with customers and thereby emerge stronger post-COVid-19.

- ISOBEL RIMMER

COVID-19 has changed everything. We are living, working, and connecting differently, but one thing remains constant: the need to serve customers the best we can. Servicing existing customers, identifying new ones, and retaining contracts and revenue streams are the lifeblood of every business. Whether you are a garage startup, going through an acquisition or merger, or an established global provider, sales and selling are essential to success. Henry Ford was known to say, “Nothing happens until someone sells something.”

“But I don’t do sales!” is a cry we hear from engineers, lawyers, technicians, consultants, architects, designers—the world over. And yet, these are precisely the SMEs—subject matter experts—that customers want to connect with. They want their knowledge, their insights, their technical knowledge, and ability. As we emerge from COVID-19 with potentially leaner, more agile structures, business leaders need to ensure that everyone with customer contact—whatever their job title—understands the pivotal role they play in serving customers and building those vital business relationships.

It starts with being curious and an open, enquiring mindset