Business Chops Tip #137: Is CRM Training More Important Than Product Training?
The Nordstrom employee manual mandates that employees must be friendly, and that's the only policy. When asked why the manual had one sentence long, the
HR director replied, "You can teach cash register. You can¹t teach friendly."
The lesson: Relationship skills make a huge difference. The custom retail industry loses more customers due to bad shopping experiences than it does to bad products. Customers are increasingly tech-savvy and decreasingly tolerant of shoddy customer service. Do your people understand and practice exceptional customer relationship management? Don¹t take it for granted! Training on CRM is equal if not more important than product training.
Creative and technical professionals (from musicians and actors to designers and engineers) rely on their "chops," those skills and techniques that they use to be successful on the job. Stiernberg Consulting coined the term Business Chops to encompass those skills, experience, and tactics that you rely on to be more successful. Whether you are a dealer, manufacturer, distributor, rep, or design firm, this series includes tips and techniques for optimizing sales, profits, and growth of your Custom Retail business.