Taking Ownership - Adaptive Business Services

I’m not sure of how and when I developed this trait, but it seems that I have always taken ownership of all aspects of project management with my clients. Ok, to be fair, I’m a bit of a control freak and delegating isn’t exactly my strong suit. These are a couple of the reasons why I have also chosen to fly solo.

Case in point … when working with a client, or for that matter even a prospective client, I always take ownership of any software related issues that we may encounter. Often these involve filing support tickets.

I will create the ticket, provide my take on the issue, and provide screenshots and videos if needed. My clients are also copied on this correspondence. And, I will stay with it until the issue is resolved.

Does this take time away from selling? Well, that depends on how you look at it. Me, I look at it as selling. This is one of the reasons why folks do business with me. I don’t abandon them during, after, or even before the sale. I am continuously earning the right to ask for their business as well as their referrals.

I’m not a huge fan of the barriers that are created by job descriptions. We’ve all heard it. “That’s not my job.” Instead, how about … “We’ll need to work with ‘x department’ in order to get this resolved. Let me get that started for you and I will also monitor this issue to make sure that it’s handled.”

Like night and day! I’m also a huge believer that everyone in the company sells and that it is everyone’s responsibility to do whatever is needed to take care of the customer. I don’t care if that matches your job description or not.

When I was a partner in an electric sign company, I was in charge of both the sales and design departments. Yet, it was not unusual to find me …

Delivering signs to installers
Traveling the state to conduct sign surveys
Coordinating with other trades
Going out with a bucket truck to install vinyl on a pole sign
Crating signs for shipping
Assisting the shop in any way possible

My salespeople did this as well and they did so happily. They also knew that, when they were in a jam and needed help with one of their clients … help was on the way! One hand always washes the other.

Customers recognized and appreciated these efforts! They also quickly learned that there was a customer satisfaction team that was backing up their salesperson. Every employee took, and shared, ownership.

Please be sure to check out these top 100 sales blogs on Feedspot. I am honored to be one of them!

Are you thinking about a CRM? If you would like to explore whether or not Nimble CRM might be right for you, please book a free 30-minute Zoom consultation with me by going to my calendar. To learn more about our Nimble training and implementation services, please visit our Nimble CRM training services page.

In addition to Nimble CRM, I also offer sales training and training on LinkedIn as well as getting started with AI (Artificial Intelligence). I can even assist with hiring new salespeople with initial interviews and pre-hire DISC personality assessments.

I would also be happy to connect you to a marketing professional who I know and trust or to an automated yet personalized and human-to-human LinkedIn prospecting system. Please reach out to me at craig@adaptive-business.com for an introduction!

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Craig M. Jamieson

Managing Member at Adaptive Business Services

Craig M. Jamieson is a lifelong B2B salesperson, manager, owner, and a networking enthusiast. Adaptive Business Services provides solutions related to the sales professional. We are a Nimble CRM Solution Partner. Craig also conducts training and workshops primarily in social selling and communication skills. Craig is also the author of "The Small Business' Guide to Social CRM", now available on Amazon!