Invoices, order forms, expense reports, sales reports, appointment logs, credit applications – it doesn’t matter. If it’s a piece of paper work, your salespeople don’t like it and probably whine like hell about it.
Paperwork is usually slow to come in and often you, as sales manager, have to request it repeatedly. The excuses are diverse: “I’m busy meeting with prospects,” “These reports are interfering with my productivity,” “This is just busy work,” or “I was hired to make money – not file stupid papers all day.” Sellers routinely dismiss paperwork as menial labor that is beneath them.
In truth, managers contribute to the problem, requiring too much useless admin and allowing other departments to request reports.
So what do you do?
SOLUTIONS:
1. Use Tablets.
Many sales departments have integrated the use of electronic forms on iPads with customers. Why not use them for admin as well, and tie it all into the CRM to boot? Sellers still might whine that it’s busywork, but will prefer the speed, efficiency and digital platform of something like Quick Sale.
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2. Reduce the Load
Just because certain records have long been a part of the office system doesn’t mean they are necessary. Everything doesn’t need to be tracked. Question the purpose and usefulness of every form and card – you’d better believe your staff are already doing that. If it doesn’t really contribute to any stated goals of the sales team or lead directly to a sale, consider that the form just might be unnecessary, impractical or antiquated, so GET RID OF IT.
Then give your salespeople valid reasons for why remaining forms are necessary; it may spur them to treat those with urgency.
3. Redesign the System
Have a logistics expert look at how orders are being taken, tracked and fulfilled as well as how customer records, invoices, and financial data are being managed. There might be a more simplified and innovative way. If your office needs more software or equipment to make the shift, get it. As sales manager, your job is to constantly look for ways to do more with less chaos.
4. Hire Administrative Assistants
Geoffrey James, author of “Business Without the Bullsh*t” recommends that sales managers and sellers simply get others to handle clerical work so that sellers can focus primarily on sales. Some businesses use customer service representatives waiting at 1-800 numbers to take calls from sellers in the field as they relay details of contracts and applications while sitting with customers. The contracts and reports can then be sent a short time later with details intact to necessary parties.
5. Tie Completion of Administrative Tasks to Performance
If nothing else works, warn in writing and in oral discussions that unfulfilled paperwork will lead to suspensions, reduced commission, negative performance reviews or even job termination. Conversely, be willing to pay incentives for sellers who do a great job with managing and turning in paperwork. Do this only for the most important records and specifically identify those records well in advance.
6. When All Else Fails, appeal to their Greed.
Salespeople should be money-motivated. This doesn’t mean “screw people over for money,” it means they should want things that help them make more of it. Stress to them that it has been proven to now take 12 touches to connect with a customer. So inputting of data can allow the company to automate marketing on behalf of the salesperson, leading to more revenue and commissions — without too much extra work on their part. Win-win…see?
Reports can drive forecasting and help improve sales efforts, as well as provide vital data for the CRM. However, they can also bog down daily activities. Paperwork simply isn’t the purpose of any organization that is doing anything worthwhile, so keep the main activity (selling) in proper perspective (it comes first) and implement a few of the strategies above to reduce the paper chase. It might just double or triple your team’s sales.
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