Could taking care of your customers mean you need less salespeople and is a focus on Good Profits all that is needed?
I was first introduce to good profits when I read the book The Ultimate Question. The book introduced me to the concept of the Net Promoter Score and tracking customer satisfaction. The Net Promoter Score or NPS is essentially a measurement of how happy a customer is with your product or service.
However, tracking customer satisfaction is just the first step. Understanding how to improve your score and the impact that this improvement can have on your company's long term growth and profitability is much more important.
Good profits can simply be a really well run company with solid processes and great people motivated to do the right things. Apple is an excellent example of good profits: they focus on the customer having the best possible experience rather than on making a sale. Have you walked in to a store to be greeted by a sales person you instinctively want to avoid? Not at an Apple store. Could it be they just have great people or are they motivated correctly? Their products are definitely not cheap but you don't hear people complain about being "nickled & dimed." Google any other major corporation's name followed by Net Promoter Score and you will see lots of companies are tracking this. Although almost all large companies are tracking NPS to some extent, are they focused on Good profits? Just tracking your Net Promoter Score is not enough! Search Twitter for any #company and see if the @remarks are saying good things or if all the remarks are complaints? Today it's very easy to check for reviews. In the old days when I started selling copiers you could sell past your company's crappy service. However, that's getting much tougher to do as information is out there for all to see.
Perhaps getting rid of the sales team is not realistic and maybe there are some bad profits you must keep but certainly consider the direction you are heading. If it's towards more bad profits while technology makes sharing reviews even easier then you may end up in trouble. I challenge you to look at all the services where your company charges an additional fee and ask yourself, are these Bad Profits?
Interested? Start by reading the book...
Partner at CEO Juice
Member of Satmetrix certification program for Net Promoter Score