Diagnostics

This can be done on-site or remotely and requires collecting quantitative and qualitative data. We would conduct interviews individually and in groups to ask: what is working, what isn't working and why? This may require translation to capture the experiences of employees across different departments and most importantly to hear from your customers and prospective customers.

Collecting and ingesting this information will allow us to diagnose where blocks exist and what shifts need to be made. I will then detail these in a PowerPoint report that we review in a workshop allowing us to make next steps. These actions can be taken forward together into a Strategy or in some cases organisations may want to take these findings away and implement changes independently.

“During a remote Discovery Connie was able to connect with our CX and Sales teams so uniquely and genuinely over video calls. In only one hour, she was able to make them feel comfortable enough to share challenges they had never felt they were able to articulate… She also helped the leadership by asking questions that enabled us to see challenges we didn't even know we had. This diagnostic exercise was thorough and invaluable to informing us what changes needed to happen to achieve a world class CX team.” Daniel Oparison - Head, Brand Strategy, Marketing & Customer Experience at Paga Tech

Strategy

We want to make sure that the strategy we implement will be adopted by your teams and embedded into your culture long-term. It’s therefore crucial that your teams play a role in designing the strategy and take ownership of it’s success.

Another critical factor in successful projects is engagement from senior leadership. Before we approach any of your staff with the proposed strategy, we will ask all leaders to commit that they believe in the plans and that they are willing to change their own behaviours if required in order to drive the change.

“Connie is a true sales expert, both in terms of strategy and execution. Having spent minimal time with our startup, she was able to immediately add value, identifying areas of improvement and creating and executing innovative strategies to help achieve our growth ambitions. A pleasure to work with, I would highly recommend her.” Rory Skinner - CEO & Co-founder at Creatify

Training & Workshops

We can train remotely or on the ground but when we train with your teams it is always together - ideally in pairs (Connie + one of your managers). In workshops we will break into groups small enough to create realistic role play exercises that give your team an experience of the materials they are learning. We want to create interactive sessions and encourage plenty of discussion. Training is broken down and spread over time to allow the participants to absorb it, use it, get feedback & ask for coaching and support.

Our goal together is to make sure all customer experience/sales training is solidified and sustained through great management and leadership training; these two come hand in hand. 

“Connie built a connection with the entire team from the get go. She delivered a highly engaging and superior quality sales and organisational management training that added demonstrable value to my team and organisation almost instantly. She expertly overcame cultural and language barriers to deliver training across multiple areas including high level sales strategy setting, partner selling, attitude management, sales cycle execution and problem led selling. In addition to the overall planned training sessions, Connie ran a number of one-to-ones with senior members of the team to coach them on their personal management style and selling approach.” - Louie  Omeish - Founder at Cross Jordan for Food Supplements

Coaching

We want to make sure that anything we train or teach is embedded long term. This requires practice and ongoing support. Coaching is typically designed to help middle management and senior leadership to support the change process. At the start of the coaching we decide what the aims and measurable outcomes will be and typically coach weekly or fortnightly over a period between 4 months to 12 months to achieve these results.

“I had the absolute pleasure of receiving coaching sessions from Connie while I was a part of a sales team for a mid-size social enterprise. I could tell that she was coaching from experience and had a genuine desire to see me and my team succeed. She taught me management practices to keep myself organised and to better support my team as a manager. Many of these practices and tools I’ve taken with me into my next role and am still getting value from. She is an excellent teacher and a skilful coach.” Liz McNeil - Sales Management & Communication

Playbook & Tools

We will ensure that any training that is delivered is supported with materials you can come back to as you deliver, review and continue to build on your strategies. We can collaboratively design sales, customer service and management training manuals as your teams grow - allowing you to eventually teach these internally. We also align any marketing and sales material to have a cohesive message.

Lastly, we make sure you have the right tools in place to measure whether blocks are being successfully overcome. These metrics and KPIs will help you understand in the future why you may not be reaching your goals and therefore what you need to adjust.

“As a startup we lacked some of the experience and resources to know how to put together the right skills training for our sales and customer experience teams. Connie was able to expertly and quickly design an organisational playbook and field tools that we now don't know how we would do without. She went above and beyond to ensure the materials were right for our company and its people. She even supported us on how to deliver our own training and coaching to our team making sure we acquired the skills and experience to support ourselves as the business grows.” Mariama Kamara - Founder & Director at Smiling Through Light

Talent Acquisition

In most instances we have found it is best to use existing team members and invest in developing them into the desired roles. However this isn't always possible and it may require looking for the right candidates externally. In these instances I can support you in creating job descriptions, interviewing and selecting the right candidates or even head hunting them for you.

“Connie is one of the most marvellous networkers I have ever met, which is clear from her calm composure and evident emotional intelligence from the moment you meet her. She has crucially helped me to source the Head of Sales for my own business - who is in her own right a wonderful person and top performer. I would trust Connie’s judgement of character and personal recommendation without hesitation.” - Jamie Harmer - Founder at React News & Exceptional Sales Career