Case studies

Customer led or customer controlled?

The MD of a large, successful interior design company had noticed that many of his project managers, who were also the designers, were finding work very stressful. They lacked the confidence and skills to say ‘No’ to customers when faced with unrealistic demands and were being pulled in too many directions at once.

He felt certain that with training and support from Ann, they would be able to increase their efficiency, reduce their frustrations, give themselves more time to sell and sell more.

The MD had a vision of the company where the project managers focused on the customer and new business without losing control of each project.

As this group of managers are the main selling resource in the company their approach to selling and customers really affects the bottom line. As a result of work we have done together they now have:

• An ability to build rapport quicker with their prospective customers
• Confidence in managing customer expectations
• A freeing up of their time to follow up more new leads with greater skill and success than before

The MD has been so pleased with the way this group has engaged with the training that he has organised similar sessions for other members of staff.

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