Balancing Automation and Human Touch in Sales


For every business, sales are the backbone. It is crucial to manage sales effectively. For certain products, customers visit the website and make purchases without any interference from an executive or salesperson. Examples include subscriptions in dating apps, milk ordering apps, food ordering apps, and products on e-commerce websites. However, some businesses require a salesperson or executive to assist customers in making purchases. Herein lies a challenge for business owners. When higher management is involved, they often maximize sales. However, if executives are hired to manage sales, customer acquisition becomes tougher. Sometimes, an executive or salesperson may not provide complete information to the customer, resulting in potential sales being lost to follow-up leads.

Lost a sale

We must adopt a scientific, modern, and lean methodology to address this pain point effectively. To do so, we require data on customer behavior and experience. Once we obtain this data, we can analyze the root cause of potential sales losses. This issue is often observed in the service industry, where the initial presentation holds significant importance.

Now, let’s delve deeper into the industry we aim to address. It’s no surprise that we’re focusing on the service industry, given my own background in this sector. With firsthand experience, I understand the many hurdles faced in service-oriented businesses. This includes web development companies, digital marketing agencies, law firms, chartered accounting firms, consultancies, freelancers, and numerous other startups operating within the service industry.

Saving Time

For every service industry, time is the product. We offer time and expertise as products. So, the less time we spend on each customer, the more revenue we can generate for the organization. The golden rule is to save time in every task you do. For example, simplify and automate the hiring and firing process. You have to create digital content where you express everything in detail so that everyone else will have to follow it.

1. Simplifying The Hiring Process

Create a video that explains your vision, what you are going to offer to your team, the benefits you offer to your team, about the work culture, what you are expecting from them, and how your team can grow with your organization.

2. Knowledge Base of Service & Products

Pen down your vision and mission. What you want to achieve and your targets. Then list down the services you provide. Now list the points that you offer for each service and always maintain a FAQs column on every service page. Start by writing the brief of the service on the first page of each service page. Then write the core points or unique selling points you have so that the customer can be easily attracted. Remember that you are writing all these points for your employees. So make sure you use simple and easy-to-understand words.

3. Employee Things

You must define the roles and responsibilities of each employee. Then, give them the documentation and videos you have prepared. Give them enough time to explore the content. Make sure you interact with your employees every week. Ask them some questions about the topics you defined in the document. Ask them how best we can improve the system, what our customers really want, and what their plans are.

Ensure you set the proper leaves and holidays, monitor attendance every day. Offer monthly dinners to your employees if possible.


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