Next Step: Retreat and Dialogue

Step 1 Sales and Service Management Planning Retreat

A Retreat is recommended if your management is not in agreement in what it takes to build a sales and service culture, is not on the same page and needs more education and commitment. If your team needs additional education on what the process entails, the planning retreat will create substantive discussion around pertinent issues and become a catalyst to move forward or possibly even to stay the course. The team will definitely walk away with priorities for development of your sales and service culture.

Our Sales and Service Management Planning Retreat is an interactive workshop facilitated by Barbara Sanfilippo, outlining a comprehensive, step-by-step process for building a sales and service culture. Participants will receive a detailed handout, useful exhibits, suggested timetables, and pitfalls to avoid. The program is tailored to your organization.

Who Should Attend?

• CEO, President, entire senior management team including directors of quality, sales, training and human resources. In some cases, in order to get buy-in, it may also be appropriate for all middle managers and some staff to attend.

Value of the Retreat

• Develop a common understanding of what a sales and service culture is
• Create awareness of what is involved in developing a sales and service culture
• Create better understanding of the magnitude of the task
• Increase understanding of the commitment of time and resources
• Create a sense of urgency around instilling a sales and service culture
• Become aware of potential obstacles to success
• Create understanding of the role of each manager in the process
• Address individual management concerns about the process
• Unite your management team in a common vision
• Gain commitment and buy-in to embarking on a long-term formal process
• Start to improve internal service and teamwork by involving all departments in the planning process
• Learn how other financial institutions and varied businesses develop a sales and service culture
• Achieve increased enthusiasm for moving forward
• Determine priorities for implementation

Sales and Service Planning Retreat Topics

• Commitment needed from the CEO and management team
• How a dedicated group of managers (a quality service council) will sustain the sales and service process
• Sharing the vision throughout the entire bank
• The role of department mission statements in employee understanding of the company vision
• The value of defining and measuring internal service among departments
• Vehicles for determining customers' service expectations
• Tools you can use to measure service
• The role of service standards and sales goals
• Reward and recognition of sales and service achievements
• How to hold people accountable for sales and service results
• The importance of hiring quality people and treating them well
• How to begin the comprehensive quality sales and service process

Format

• Interactive presentation and group discussions Incorporation of supporting data from your sales and service culture and phone interviews
• Energetic pace and entertaining style

Step 2 A Dialogue With Romano & Sanfilippo

Because our services are comprehensive, requiring a serious commitment by our clients, we generally have a considerable amount of discussion with a potential client's management team. One vehicle for accomplishing this is through A Dialogue With Romano & Sanfilippo. We call it a dialogue because it is more than a presentation about our services. It's recommended for clients who understand what it takes to develop a sales and service culture, have a united management team, have decided to hire a consultant and have or will budget funds.

A dialogue, by definition, is an "open and frank discussion to seek mutual understanding." Bob Romano and/or Barara Sanfilippo facilitate this discussion to reach a mutual understanding of where the team perceives the organization is in the development of its sales and service culture to date, as well as existing/potential obstacles and other issues that have affected past success or could affect future success. Interjected into this discussion is our perception of the salient pros and cons of your culture and what it takes to move forward beyond mere training. We prepare for this session through careful review of information you send by our request and phone conversations with selected members of your team.

The discussion allows us to understand your team's expectations and to give them the necessary information to make a decision on a course of action that's right for the organization. Naturally, part of the Dialogue includes how Romano & Sanfilippo could assist your organization in moving forward. Our overriding objective, however, is to provide you with the following:

• A greater understanding of the magnitude of the sales and service culture development process and the commitment required to succeed as it relates to your organization
• Increased clarity on where your organization is in the development of its sales and service culture, the team's expectations, and issues they feel are relevant
• Increased clarity by the management team of the organization's readiness to embark on a more formal sales and service program
• Clarity on the costs, commitment, potential obstacles and value of pursuing a formal process instead of a "piecemeal effort"
• A demonstration of how "user-friendly" the endeavor could be under the right circumstances for those who are not as knowledgeable as others and for those who may harbor some skepticism
• Greater resolve on what your employees can do on their own versus what an outside source can assist you with
• A clear understanding of our services and their potential value

Return to Top

© 2008, Romano & Sanfilippo. All rghts reserved.
2421 Oak Canyon Place, Escondido, CA 92025
Phone: (760) 738-8400 Fax: (760) 738-8900