Prepare to Build Escape Velocity
What We Do
We help businesses deliver Customer, Sales and Commercial Excellence. We build resilient and capable people and effective processes to deliver sustainable growth. We coach and teach your sales and customer service people how to be great. We mentor the organisation to create a culture that encourages ongoing change.
We are experienced business people who have run companies and sales teams through good times and bad times. We roll up our sleeves and get our hands dirty. We never make recommendations that we are not prepared to implement.
Survival under Covid is no longer a given for anyone, the mediocre will fail. Do you have the power to survive? To achieve sustainable growth you must have the basics right. The people and processes that held you back in the crisis need to change. We will help you get the commercial basics right. We will help you build solid foundations, so you can survive and recover.
The Leap from Lockdown
In our experience what has always marked out great companies has been their focus on doing a few things very well and then constantly improving what they do.
Lockdown has forced us all to change and innovate, to make decisions, to be agile and to focus on essentials.
We have learnt lessons about our people and our way of working that must not be forgotten. There is no return to “Normal”. Markets, customers, suppliers, processes and people all need to be re-evaluated in the new world.
Defy Expectations is there to help you do this. To re-build your company and work alongside you to deliver what really matters.
What We Are Famous For
Are you easy to buy from and will your customer continuously return and refer you? Are you truly a customer centric organisation with a culture that has the mindset, capabilities and processes to bring your customers voice alive within the whole organisation? Customer Excellence is about turning your users into your strongest sales force and creating an organisation that will take the risk to innovate, empower and collaborate for the best of possible end-to-end experience.
Your sales team knows more about your customer than anyone else in the business. Sales Excellence is about much more than just having great sales techniques and expertise in your organisation, although having strong sales capabilities and leadership is a must to drive sustainable growth. It is about giving your customer a voice, through your sales teams, that is felt across the entirety of your business, impacting how you interact with your customers, the products and services you build and the behaviours that your people exhibit before, during and after every customer interaction.
Empowered, Enabled & United Teams
Most businesses are not good at looking after their people and teams. Getting and demonstrating this right is an essential capability. Lack of understanding and ambiguity around roles and accountabilities means that often most people are trying to do their best by getting everything done rather than focusing on the things that need to get done. Strong teams know what each other will do at what time. They trust each other to deliver and have clarity of actions and impact. The best teams are empowered to problem solve and learn from each other. Making culture and behaviours as important as process and skills.
Achieving Commercial Excellence is a challenge and one often overlooked as it requires knowing your markets and customers inside out and continuously testing every assumption you make. It is also critical that you deeply understand your partners and suppliers strategies and strengths. The way you plan and engage with your market is as important as the quality of your product and its experience. Implementing and maintaining a robust Go-To-Market plan that delivers value and impact globally is an art and a science that gives you the right to survive and thrive.