Transformation of a team

Once upon a time, I led a sales organization.

A different unit had an outbound team, working solely with existing clients. They called after purchase to ensure satisfaction and attempt upsell.

Several months in, the group was 78% to goal and set to be closed – impacting jobs and livelihoods. Also, this touchpoint with clients was valuable – why wasn’t it working?

I offered to take the team instead of see them closed.

There is an expectation of arbitrary change that comes with a new boss. Instead, I met with them extensively as a team and 1:1, on calls, solicited feedback on why things weren’t working. I was transparent about the situation we were in, but wanted them to be part of the decisions to change.

Within a week, we had a new process. We shortened prep time, as most calls were not yielding clients anyway. We identified key metrics and instituted incentives. I sent daily communication celebrating wins, sharing best practices from the team, and holding folks accountable to what we agreed on.

Certainly, I instituted changes, but I with the team’s input taken into consideration.

Month 1, we hit 141% to goal.

That team still exists today.

#People and #Process win every time.

#leadership #collaboration #teams #eq