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Jamin: Hey guys. Today we're going to be talking about knowing your support team.
Josh: Hey everyone. Vince Lombardi said this, "Individual commitment to group effort; that's
what makes a team work, a company work, a society work, a civilization work." That's
what today's topic is all about, knowing your team, knowing specifically the people that
support you. Jamin, what have you got for them?
Jamin: Your support team is the foundation for what you do. It's the foundation for the
progress you make. It's the foundation for the new sales that you have and growing your
network. Your support team is the people that most people don't see up in the front lines,
but they're the people that literally make everything work in the background, invoicing,
delivering, everything else. Your support team is crucial to your success and growing
sales. Josh: I think people who do this will all
take it to a personal level. They get to know people personally and get to know their strengths
and weaknesses. For instance, I know that my cofounder does not like to receive voicemail.
So, I just don't send him voicemails. Jamin: Don't do it.
Josh: I send him e-mails. I send him text messages and by knowing that about him it
makes the overall team more efficient because we're communicating in ways that we enjoy.
Jamin: Even Josh and I as a team in creating this whole video series, we have had open
communication in a sense to where it can be in a coffee shop or anywhere else and when
you have something, we have open-platform communication, if you have anything on your
chest or anything that you've got to work out it's really healthy to have the, I guess
you can say, have it prevalent that you know that you can just talk to that person at any
time. You want to make it a very comfortable relationship. The same thing with your support
team. You want to make it comfortable and easy for them to be able to communicate with
you if something is going wrong with your customers or if there is something that you
can do to make their job even more efficient. Josh: I agree. Yeah, I mean it's equally important
that your support team believes in you as you believe in them. That's the key to making
everything go more smoothly, and if your support team believes in you and you're communicating
in ways that they appreciate, they're more willing to help you. They're more willing
to go the extra mile in making everything work more efficiently. So, again, we always
say, "People like buying from other people. People like communicating with humans." The
same goes with your support staff. Be a human being with them and they're going to respond
in a way that makes everything better. Jamin: Because remember too that your support
staff interacts with your clientele on a different basis than you ever will. They're going to
deal with invoicing, the billing department, the warehouse and delivery. The delivery team
is going to be interacting with their people, installing furniture, having front lobby deliveries.
They're going to see your customers on a regular basis. So, make sure that you have a good
communication platform with them as well. I work on this every single day. I can't say
I'm the best at it, but it's something I'm trying to work on, on a day-to-day basis to
check in with my support team and see how I can make my relationship with them and my
clients stronger. Josh: Yeah. That's interesting. I don't have
a delivery or install group. So, how do you utilize communication with them to help you
in your sale's role? Jamin: So, I'm in outside sales. I'm on the
road a lot. Half of the time I'm not going to be able to into the building and talk to
them in person. My direct support staff, whether it's a different department that's dealing
with furniture or that's dealing with supply sales or even your billing department. Even
calling or e-mailing them on a regular basis, and like I said it's something I'm working
on a daily basis. I'm not great at it, but it takes time and just being conscious of
it on a daily basis is going to help. So, call them. Check in with your [inaudible 0:03:34]
staff. Before they install a project, check in with them and say do you have the information
you need? Make sure you're available when they need you when they're on a project.
For your accounting, check in with them maybe every week, every other week. Even at least
once a month and say hey by the way are any of my clients behind on payments? Check in
with your customer service team and say hey by the way, how often are people ordering
online? Are there any red flags that I can help with today. All of this check in will
for one, build your relationship with your support staff, but also it's going to add
value back to your support staff who is supporting you.
Josh: Absolutely. You can find out what people aren't buying so you can go in there and sell
that. Complimentary products. Jamin: Exactly.
Josh: To take this a little bit further down the rabbit hole, I would even suggest getting
some type of profile on the people that you work with. I've taken profiles like the Enneagram,
the Myer-Briggs, DiSC profile, Pi. All of these are good tools. It's just finding one
that works for your company, but just getting that much more information. Those things aren't
always 100% right, but it can give you a little bit of information about who you're working
with and how to communicate with them better. Below this video I'm going to link to an awesome
article and video by a good friend and mentor of mine. He talks about the differences between
a noun person and a verb person. It's amazing just knowing that one fact, and I won't even
explain what a noun and verb person is because I want them to click the link.
Jamin: Look into it. Josh: It's cool. It's cool. If you find out
you're a noun person, you think about your work and act towards your work in a different
way than if you're a verb person. Look that up.
Jamin: In our company as well the one I work in right now, they actually did take a personality
test about a year, maybe two years ago, and just knowing the tidbits. Like I said nothing
is completely accurate, but knowing the tidbits of people are more open to direct communication
or over the phone or e-mail or more soft communication, that goes a long, long ways to communicate
effectively to your team. So, I completely agree with that.
Josh: Absolutely. Well sum this up for them. Jamin: So, a couple of summary points from
today's topic about knowing your support team and checking in with them and communicating
with them is remember your support team interacts with your customer base on a different level
than you ever will. Make sure your relationship with them is strong and check in what the
status is with your customers right now on a regular basis, either biweekly or at least
monthly. I'd at least recommend biweekly, or even weekly. Consistently communicate with
your support staff. So, if you can check in minimum once a week, even every day the more
does not hurt. Just check in what's going on in their lives. What are they dealing with?
What are their red flags. Take care of them and grow your relationship with both your
support team and your customers. Check in and ask about paying points with
customers. So, like I said with your bililng department and your warehouse crew. Check
in on what the negatives are that they deal with on a daily basis and see if you can eleminate
them. Josh: Love it. We'll see you next week.
Jamin: See you guys. Josh: [Inaudible 0:06:19].
Jamin: Cubs win. Josh: Cubs win.
Jamin: Cubs win. Cubs win. Josh: Got a one, two, and a three, and a four.