For employees, one major aspect of “win together” is overcoming fear of transparency. There are those who fear that they will be “seen for who they are” and replaced if they and their activities are fully transparent. This fear not only happens in sales, but everywhere including tech.
This fear reflects an incorrect mindset, simply because “win together” means creating value. The more you as an employee create value, the less replaceable you are. Who wants to replace a valuable asset? The only way you should fear being replaced is if you’re not producing a valuable product or service for your organization, but being paid for something you’re not doing. The more valuable you are, the more you’re not replaceable.
Whenever I hear someone crying about the requirement of being transparent—fear that “big brother is watching” or some such thing—I always ask what kind of value they’re creating for the organization. For why would it be harmful for the company to know how a salesperson, for example, is talking to a customer? If it’s something incorrect, the company can take measures to correct it. If the salesperson is doing a great job, it is easily seen and management will know it.
Digital processes are not possible without transparency, and it’s a fact that no company can succeed today without digital processes. They are the only way to reach true efficiency. Start with small steps, and reach for bigger ones. That leads to productivity. Another way to look at it is to find the broken links in your processes and repair them. None of this will happen without all those steps being clear—that is, transparent.
Every moment of customer or prospect interactions are recorded and monitored within today’s larger companies. This is done to ensure that the support or salesperson creates a positive experience for the caller. Because all calls are recorded, they are used to evaluate the employee’s job performance.
Say what you will, it’s a fact that transparency virtually guarantees winning together. It’s a win for the customer or prospect, for the company, and the employee.
As an aside, and even though some may object to this viewpoint, the concept of a union is actually made obsolete by winning together. Today companies are increasingly recruiting knowledge workers, because we’re moving away from the workforces of the past. Automation has taken over most of those functions.
Computer-machines today are powerful enough to require handling by knowledge workers. Being as valued as they are, a knowledge worker would never act in a way calculated to work against their employer. They don’t need a union dictating to them, and I see unions as obsolete for the future.
Rendering Yourself Irreplaceable
A true win for a company, as well as their customers and prospects, is created when you bring a valuable skill on board. That company will go to great lengths to hang on to you, and your positive performance will, in the end, lead to promotion.
Mindset is at the very core of “win together.” Let go of the fear of transparency, and realize that the more you bring value to the customer, the better you will do. Constantly work on your core competence—what you do well, always do it better. And if for some reason you’re doing something you don’t like, find something you want to do better. But don’t blame others.
By taking an entrepreneurial approach to customer or prospect problems, you’re taking your performance one step further. When you do so, you are making it possible for the customer to win, and for you to win also. You solve a customer issue, and both sides win.
Pulling It All Together
What does winning together mean? It’s all about
Losing your fear of being transparent
Doing what you like to do
Constantly improving yourself
Making yourself more valuable so you are promoted and make more money
The company is winning because they have a loyal employee
The customer wins because they get the best service possible