EP # 198 - 5 Ways Non-Sales Employees Can Boost Sales in Your Service Business

In today's short yet highly valuable episode, Maggie discusses how every employee in your small business can contribute to sales growth, whether directly or indirectly. Learn how to maximize your team's potential to drive business growth and increase revenue.

Key Points:

1. Indirect Contributions to Sales
   • Time and cost efficiency through proper delegation
   • Value of outsourcing administrative tasks
   • ROI calculation on CEO time
2. Direct Customer Contact Opportunities
   • Reception and front desk staff's role in sales
   • Importance of asking questions and active listening
   • Identifying additional service opportunities
3. Customer Journey Enhancement
   • Booking follow-up appointments
   • Offering membership options
   • Creating intentional client experiences
4. Service Excellence
   • Investing in staff training and skill development
   • Combining technical skills with customer service 
   • Natural upselling through understanding client needs
5. Business Culture Impact
   • Employee advocacy
   • Word-of-mouth marketing through satisfied staff
   • Team members as brand ambassadors

Key Takeaway:
"Every employee you hire in your small business is an investment and needs to contribute directly or indirectly to the growth of your business."

Action Step:
Before delegating tasks, conduct a cleanup exercise to ensure you're outsourcing valuable activities that contribute to business growth.

Resources:
Book a free consultation with Maggie to:

• Map your customer journey
• Develop employee training programs
• Enhance customer service
• Improve sales processes

Connect with Maggie:
• Book a Discovery Call: https://calendly.com/maggie-s2l/discovery-call
• Email: maggie@stairwaytoleadership.com
• Website: https://stairwaytoleadership.com

#BusinessGrowth #TeamDevelopment #Sales #CustomerService #BusinessStrategy

Transcript

EP 198 - 5 Ways Your Non-Sales Employees Can Help You Increase Your Sales

Audio Only - All Participants: [00:00:00] As a small business owner when you hire employees, you don't really have a budget of luxury to hire employees for the sake of having administrative support only. Every employee you hire in your small business is an investment and needs to contribute directly or indirectly to the growth of your business, to you being able to have more clients, close bigger deals, and with that, grow your business sustainably.

That's why today. In our podcast, I wanna talk about five ways that your non-sales team members can contribute to your sales, right? Because of course, if you hire team members that are, their main responsibility is sales and your structure, they pay accordingly. They directly contribute to you signing more clients and gaining business.

Every other employee you [00:01:00] ever hire can also contribute to you having more sales and growing a business. Sometimes very directly and sometimes indirectly. And I wanna talk about that today. So let's start with indirect contribution. Sometimes when you're thinking about hiring administrative support, you might be thinking, okay, but how does that help me grow the business? 

If I hire an administrative assistant or outsource my bookkeeping and stop doing the receipts and everything on my own, how does that help me? So first of all, of course, when you hire out tasks that are lowers,

there are a couple of ways. Unless you're in an administrative guru or a bookkeeper, you're probably not as skilled in those tasks that you're doing. Therefore, they're taking you way longer [00:02:00] than it would take somebody who does this for a living, like a bookkeeper or executive administrative assistant.

So right there, you're saving a lot of time. Second of all those tasks are probably a lower cost if you outsource than when you do it as a CEO and a business owner, you probably, at minimum, would pay yourself a hundred dollars an hour. Administrative tasks, you can outsource for half that price to somebody who do them faster and better.

Now, what we forget, it's not only just lower cost and save time, it's also that with that save time, as the CEO, you have an opportunity to go out there and sign more and bigger deals and bring in more clients so that opportunity cost can be worth tens and hundreds of thousands of dollars when your time is [00:03:00] freed up.

To do what matters most, and that's directly growing your business and focusing on moneymaking activities.

So I have a tip for you here. Every time you do a task that's not directly getting you clients and deals, ask yourself, is that worth for me? To be spending my time on and paying for that a hundred dollars an hour to myself to do it, and losing that time on or trading that time now for potentially signing bigger deals.

And if the answer is no, start figuring out how to outsource it now. What you don't wanna do is outsource all kinds of busy tasks that you might be doing right now. That shouldn't be done at all. Before delegating or outsourcing those also a cleanup [00:04:00] exercise that you wanna do with your tasks to ensure that you don't just pay somebody to do something that shouldn't be done, but you only pay somebody to do things that need to be done.

So now let's move on to ways your other team members that have direct contact with customers but are not your salespeople, can contribute to the growth in your sales client retention, and therefore your business making more money.

By customer service, even your receptionist, right? So if you are a physical location, a spa, a medical center, a clinic of whatever sort, a lawyer's office, and you have a reception where the potential customer comes in, train your stuff. To ask questions, to listen, to see what your clients really are coming from and other needs that they have, because here's a great [00:05:00] opportunity to potentially add additional services or help to what your client was originally booked for because you never know.

Maybe your client came for massage. But you, they realize that they need some additional services that you offer. Or maybe they came just to trim their hair, but now they want some color.

Or instead of giving them the $200 facial, maybe a better solution for them. It is another service that also brings you more money. So train your people who see your clients first. To ask more questions, listen to the customers, understand their needs, and then recommend the best service for them in that moment.

Another way is really to help your team members who participate in [00:06:00] your customer journey, in delivering the services, or maybe after the services in onboarding a new client; in the client needs and creating a whole intentional experience for them. So for example, at the end of the service. Your team members should be booking the next one if that's what you offer, reoccurring services, or maybe if they understand clients' needs very well, maybe they can offer a membership because that's what would suit the clients the best.

Save them a lot of time, save them some money, and ensure that you have a curr revenue coming into your business on a regular basis.

When you really intentionally map out your client's journey with you from the onboarding to the kind of offboarding experience, you'll be amazed how your team members can get creative, can have some excellent [00:07:00] ideas to delight your customers. So then not only do they come back more often, but they also tell everybody around them how amazing your business helps them or how amazing your business treats them and will bring friends with them next time.

The fourth way for your non sales team members to help you with sales is when they deliver an amazing service. So this is directly related to people who work with your clients, right? So your estheticians, your.

When you invest in their personal training, in bettering their skills and understanding the newest technology, the newest techniques, and them being able to then use those skills. On your clients, the better the service, the better the client's experience. So that's one investment [00:08:00] investing in your team's skillset, but not only in the service delivery skillset, but also customer service and a bit of sales training that will help them naturally be curious about your customers and ask them questions And again, understand.

Them as humans and them as customers. Not only that creates a strong relationship and just, creates a better experience throughout the service time, but also gives opportunity for your team members to potentially upsell or offer to your clients, whether it's some products that you offer or.

Additional services that might be valuable for your clients.

And then the last way is directly related to your business and team culture if you have employees. They're love [00:09:00] to work in your business that love the atmosphere, that are excited about being there, helping people. They believe in the service and the quality of what you do and how you help your clients.

They will be telling. Their networks and people around them, how amazing it is, not only to work for you, but seeing the customer's transformations, what amazing service you provide. So then their network. Who become your clients, your own employees should be the biggest advocates of what you offer. And through that word of mouth, bringing clients your way, even though they're not your sales employees.

So if you need any help in mapping your customer journey and figuring out ways to improve it, to make it exceptional, and then [00:10:00] helping you train your employees, or you need help training your employees in customer service, in sales, in active listening and communication, reach out 

all you need to do is book a free consultation with me and let's see how we can grow your business even through your non-sales employees.