Every CEO, founder and business owner wants their sales team to be hungry. But experience has taught us that in the race to obtain new business, Sales can easily overextend the service delivery team’s capabilities and resources. When this happens, the noxious effects on the client relationship and your reputation are worse than the risk of losing the deal.
What are causes of poor service delivery?
Overselling is an ailment of services businesses in every industry. You know you can provide what a prospect wants better than the competition. But a sales team acting autonomously may overpromise your staff’s time and what they can do within a given budget, compromising project quality, schedule and profitability.
Inevitably, the project team will have to cut corners to try to make things work. This will cost your company in terms of lost accounts and credibility—your customers will feel lied to. Or, your team will need to put in extra, unscoped work to make good on what’s in the quote. And even this may not save your image if the client has had to reject your team’s work once, twice, three times…
Other potential causes of poor service delivery include under-budgeting and poorly planned project deliverables. But why are budgets and deliverables underdeveloped in the first place? Nine times out of 10, the same reason your project team’s time and capabilities are oversold: information silos.
How can you improve the quality of service delivery?
To deliver the quality promised, sales and service teams must work closely together to make sure the resources with the right skills are available to perform the work requested before any deals are struck. This will be a natural process once you get rid of the silos blocking visibility into each other’s workflow.