Dean Mersky, Dds Consulting

Focusing on bottom up growth, consultation begins with gaining a deep understanding of Who the organization is, What the orgainzation does, and Why the organization is important to the market(s) it serves. As our starting point, we align the executive team and staff to compete more effectively with a common purpose and message. The common message is developed according to needs that range from corporate ID and brand identification through sales and customer service training. Sales training includes a four-step process with sales-ready messaging that is based on customer specific knowledge. The goal is to arm the sales staff with the skills of a problem seeker and knowledge of a solution provider, a true customer centric approach to sales. The training is offered in workshop environments with role playing and followed by regular conference calls to review events and progress. Measurement matrixes are always in place Customer service training includes "purpose building," and how to use one's voice to be inviting, and convey friendliness and interest. Customer service staff are helped to understand the importance of customer appreciation, key phrasing, proper company representation, and follow-up management. Recognizng that all the above is dependent upon proper management skills, time is dedicated to developing leadership in the management team, with a special focus on the role of emotions.