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

About cvheady007

I am a Christian, Husband, Dad, workaholic and author. Biography Carson Vincent Heady was born in Cape Girardeau, MO, graduated from Southeast Missouri State University and moved to St. Louis in 2001. He has served in sales and leadership across Microsoft, AT&T, Verizon and T-Mobile. Carson is best-selling author of the Birth of a Salesman series, the first book of which was published by World Audience Inc. in 2010. He released The Salesman Against the World in 2014, A Salesman Forever in 2016 and Salesman on Fire in 2020. He is also featured in Scott Ingram’s B2B Sales Mentors: 20 Stories from 20 Top 1% Sales Professionals. Carson is a 7-time CEO/President’s Club winner across 5 roles at AT&T and Microsoft and National Verizon Rockstar winner. He has been recognized as a top social seller at Microsoft and is consistently ranked in the top 25 sales gurus in the world on Rise Global. He is included among the Top 50 sales authors on LinkedIn. With over 330K social followers, Carson has also been interviewed on over 30 sales and leadership podcasts, by such luminaries as Jeffrey & Jennifer Gitomer, Jeb Blount, Brandon Bornancin, Sam Dunning, Larry Levine, Darrell Amy, Scott Ingram, Thierry van Herwijnen, Jim Brown, Sam Jacobs, Luigi Prestinenzi, Donald Kelly, Marylou Tyler, George Leith, Pat Helmer, Eric Nelson, Ron Tunick, Jeff Arthur, Mary Ann Samedi, Jean Oursler, Andre Harrell, Marlene Chism, Bill Crespo, Matt Tanguay, Josh Wheeler and Chad Bostick. He has also co-hosted the Smart Biz Show on EG Marketing Radio. His articles have appeared in several noteworthy publications such as SalesGravy, Smash! Sales, Salesopedia and the Baylor Sports Department S3 Report. Carson lives in St. Louis, MO, with his wife Amy and daughters Madison, Sidonia and Charlotte.
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