Title: Reseller
1Resellers Best Practices Jeanne Leckie Managing
Director The Leckie Group
2 Reseller Best Practices
- Todays Focus
- Learn about Reseller Best Practices
- Leadership Roles of Leaders and Building Culture
- Management Brand, Communication and Culture
- Discipline Accounting for Greater Returns
- Communication Changing Behavior
3Distance2.4 mi. swim 112 mi. bike 26.2 mi.
run
4Leadership
- In 1930, Chester Barnard, lectured at Harvard
where he defined the role of the organizational
leader as the steward of purpose and values. - Leadership is multi-faceted 1) Part of the role
requires choices on structural choices, such as,
how the company is organized, design jobs, and
allocation of responsibility. 2) Engagement on
symbolic actions like story-telling, company
rituals they create, the morality they espouse
and other visible actions. - The Leader is both the architect and visionary,
and in the role, they MUST impact the meaning
individuals gain from their employment.
5Leadership
- Manage by empowering decisions, not penalizing
failure. - Responsibility without authority is demoralizing
- Promote accountability and knock over
fence-sitters. - The team should be managing accountability and
risks together - Compensate for shared results, not just
individual contribution. - Build team morale and reinforce team actions
- Leaders are there to serve the servants.
- Effect Resellers understand Diversity isnt just
about being PC - They have learned the general management mistake
that hiring too much of the same type of talent
will never lead to different results
6Leadership
- Peak performance is evident when
- Your employees know they are a part of a bigger
story - They have a sense of belonging that is either
tied to a rich history or a winning future - They know that the purpose and values of the
business are bigger than themselves - As a result, Customers are not only tied to the
intellectual properties of your company, but to
the emotional connection.or to being a part of
the brand - Mindshare and heart-share
7 Your Company Promise
- Tapping into Emotional Value vs. Intellectual
Property requires unique balance of - Brand
- Culture
- Communication
- Employees who are connected to your business
drive your customers emotional commitment to
your company - Communicate Brand Values
- Operating in an environment where the attitude is
Bigger that Just Oneself - Communication is primary
8 Leadership and Brand
- Recent studies show that companies who build a
culture of excellence are able to perform 29.5
better than their peer group - Resellers who understand assign someone to be
responsible for their company Brand - End result it is about being better at
implementing similar strategies driven by better
people
9 Brand Beyond Marketing
- Leaderships role to passionately develop the
purpose and values, the attitude expectation, and
the employee behaviors - The Leaders actions must be BOLD, PROVIDE
CONFIDENCE AND BUILD A PERSONAL CONNECTION that
affirms the companys direction to each
individual - Human Resources can be an important partner to
galvanize your brand and culture - Education
- Train
- Hire
- Promote
- Reward
- Incentivize
10 Leadership Middle Managers
- Middle managers are key to communicating your
brand values and creating the underpinnings that
build trust and diversity with your team members - Middle managers have to reinforce your message,
and they have to drive three success factors - Accountability self-reliance clarity of
purpose - Relentless follow-up generates goal achievement
- Deliver your companys promise drives emotional
capital from customers and sustains your future - If middle managers fail to make the connection
with employees, then. there is no confidence,
commitment, focus or productivity
11Communication From Within
- Each employee is a brand ambassador
- They are the communicator of your story, your
values and your promise to the customer - Typical metrics from employee studies show
- 50 of Companies employees dont know the goals
or the values - 25 of employees believe they have an impact at
their company - 40 of employees can identify their brand values
- 10 of employees dont believe their individual
contribution is valued - Other employees studies focused on change
attitudes and the result showed - 15 of employees in companies are resistant to
change - 15 of employees embrace change
- 70 are reluctant to change (meaning uncertain
not resistant)
12 Formalized Communication Process
- A defined communication process is central to
executing successes
- DEFINE MISSION
- GOAL SET PLAN
- -Company
- -Management
- -Individuals
D. MANAGE VARIANCE DEBRIEF AND REVIEW -Uncover
gaps -ID root cause -Define corrective
action -Evaluate results
E
B. BRIEF AND EXECUTE ACT TO PLAN -
Activities/Expectations - Timelines
C. MEASURE -Define metrics -Individual
proficiency -Team proficiency
13Establish Discipline Priorities viaKey
Performance Indicators
Example Support KPI Customer Experience
14 Define the Benchmarks
- Discipline requires work and the WILL to get
results - Get started by benchmarking your operations
- Where are you on employee engagement
- Whos impacting and knows it
- Who does not, and why
- Determine criteria for change
- Formulize the Vision, Goals, Values and Purpose
- Prepare by scheduling group Face-time
- Plan to make the bold, confidence-building
story-telling session that will share the vision,
goals and direction with everyone in the company - Engage managers and team members to become part
of what is crucial and assign specific
responsibilities to ensure that everyone is
Briefed, Knows the Mission, Tasks, and has a
group plan and individual plan to Monitor the
progress
15Disciplined Reseller Approach Customer
Experience
- Cash Flow
- build solutions that drive customer stickiness,
streamline/manage customer relations, automate
the processing of information, and provide
business intelligence that differentiates the
customer from competitors - Margin (Higher Profit)
- own your customers competitive advantage
- Growth
- with positive revenue and higher margins,
customers can reinvest a percentage of their
savings (ROI) on the next strategic advantage - driving your customers differentiation and
business intelligence through communication can
significantly alter their success and growth - People
- people are core to business advantage.with the
right tools they can exceed customer expectations
- Velocity
- speed drives competitive gaps
16Compliment Your Plan with Divisional Objectives
Team Measurements
- Benchmark Your Customer Experience
- Wins require a Team Effort
- Win-loss analysis
- What differentiates you from your competition
- Strengths vs. Weakness
- Survey
- Understand customer satisfaction
- Dont just measure it, get hands-on in your
evaluation - Measurements vs. feedback
- Incentivize for Customer Loyalty
- Clarify the objectives for each department
- Reward positive behavior
- Know why you are losing Cashflow/potential ---
understand the breakdowns in your business and
take corrective action. (Note Your best
customers have the answers).
17Compliment Your Plan with Interlocking
Objectives New Expectations
- Operations
- The Technicians Selling Program
- For example Implement a structure for
operations/technicians to sell add-ons - Peripheral products, upgrades, designated
solutions - Sales process for higher end solutions
- Incentive program
- Program for pass through sales
- Referral program for larger sales
- Professional Development program
- Do you invest in the presentation skills of every
member of the business - Customer Service and referral business should be
a key focus
18Best Practices for Resellers
- Dont overlook the importance of the basics in
your - leadership, communications, branding, discipline
and - Accountability.
- Execution is your most critical asset in any
economy, - but consistently businesses fail to achieve
because - of the simple communications needed to survive
and - thrive are not part of their core practices.
- Communication is the focus of your offer to
customers. - Is communication a primary focus in your company?
19Contact Information