Recently I met with an internet marketer 25 minutes from where I live. I’m not going to mention his name because he might not like that, but he’s at the top of our industry, easily making over $10,000 for every e-mail he sends to his list.
One thing I learned from him as I went to his office was his sales funnel. Now, it’s not rocket science. I’m going to reveal as much of it as I can to you, so that you can go and incorporate this ultimate sales funnel in your business.
Thanks to Jeffrey I won’t be closing my account; however I doubt I would recommend Chase to anyone. While Jeffrey was very polite and helpful, I think it speaks very poorly of Chase that I had to tell my story to the phone teller, then to the “escalation manager,” before getting any real customer service I had to resort to threaten the “escalation manager” that if I didn’t get some kind of meeting in the middle that I would cancel my account, and make sure that EVERYONE on my blog and all the readers of Associated Content would know that I canceled my account thanks to the lack of service received from Kelly.
I learned another way this time, I learned that one bus turns left, but to watch before he turns, get off, and walk 2 blocks and wait for another bus. My friend Karina, she’s the one I’m staying with, has been very helpful in telling me what buses to take. Then when I am in the real world doing it, it makes mores sense, and I have made a couple errors, but I know to get off and start over, or get a cab to the proper bus stop if I’m running late. I am to call Karina if I am ever lost, but that is hard to do here with all the support.
This gets overlooked so much but we must watch and train the proper way for supervisors to handle those that they do not have “authority” over. How do they handle business relationships with peers, those above them and with those in other departments? Do they handle these with respect and understand the positive example they are setting for their reps or are they handling these improperly which will actually make it much harder for them to manage their team.
The last part of leadership on the call center deals with the actual interactions with their team members. This is a very interesting dynamic. Remember, authority can never be given, it must be earned. Great reps will not listen to a supervisor just because they said so. There must be a mutual TRUST that is earned over time. We must help our supervisor to be ready to take on this role before they go to manage people. That’s why I hate blind promotions of reps to supervisory roles without going through training.