Expert Insight interview guest is George Papades, COO of the HOTH, a company that helps businesses grow with SEO, content marketing, and PPC. He will present HOTH’s very inspiring way of functioning and building relationships with their clients, something that is becoming increasingly popular with all the shifts that are happening in the business world.
This interview explores:
- Selling through culture
- Team recruitment
- The future of the customer service
Selling Through Culture
Selling through culture means sharing the culture not only internally, but also externally, with your clients. HOTH is the acronym that stands for Hit ‘em Over The Head, which is the perfect way to describe their work philosophy of going above and beyond for their clients to offer them exceptional service and results. To make the clients a part of their family, HOTH tries to include them in a lot of internal things and processes. It means bringing top clients to meet them, organizing conferences, going out with them to have some fun, sending gifts et cetera. It is selling through engagement, instead of tactics.
Many companies try this approach. However, if the culture is fake without any real infrastructure and processes behind it, it won’t work.
Smaller companies often start with that ‘personal touch’ attitude, but it slowly fades as they grow. If you want to have a culture that will endure over time, you have to actively recruit to the culture. The team has to be expanding all the time with carefully chosen and evaluated people. No one is going to stay forever, neither clients nor employees. The goal is to have all of them leave in a better position than they were in when they came. The key is in building bridges and strong relationships with people who will carry that forward and be excellent references for your business.
The Future Of The Customer Service
The current turbulences brought up the human element that people have been craving. That humanizing aspect is something that all businesses will have to develop. Clients want some authenticity, a genuine connection with people on a basic human level. They became more engagement sensitive, and the conversations with them are much more than simple service, now they are the exchange of experiences. In terms of sales strategies, this will be the shift in the upcoming years. The engagement will be at the front end of the relationship-building processes.
John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.