What do you do if your internal teams are resistant to building strong relationships in client relations?

"Alone we can do so little; together we can do so much." – Helen Keller When internal teams resist building strong client relationships, it's crucial to first understand their perspectives and concerns. Engage them in open dialogues to identify any roadblocks they're facing, such as workload pressures or lack of training in client communication skills. Offer training sessions focused on the importance of client relationships and how these can positively impact both their personal success and the company's growth. Highlight successful case studies within the company where strong client relationships led to positive outcomes.

To address internal resistance to building client relationships, first identify the root causes. Offer training that highlights the benefits of strong client connections, such as increased loyalty and growth opportunities. Foster a culture that values customer-centric thinking through leadership examples and incentives. Facilitate team discussions for sharing best practices and success stories, and implement feedback mechanisms to encourage continuous improvement.

Culture is a long way but in the end pays off. You are not alone there, culture is a matter of the whole organization and if top management do not share it you will be frustrated. You must convice your team about all the benefits of creating strong relationships at every level. For example not complaining about the customers without action, being grateful when you receive feedback which is priceless, seeing too much work as an opportunity for better targets. It is having the right mindset which will help you in your day-by-day. enjoy it, own it.

"Culture eats strategy for breakfast." – Peter Drucker To foster a culture conducive to strong client relationships, leadership must embody the values they wish to see throughout the organization. Start by clearly defining the cultural values that support strong client relationships, such as empathy, transparency, and collaboration. Encourage management at all levels to lead by example, demonstrating these values in every interaction with both clients and team members. Recognize and reward behaviors that align with these values to reinforce their importance. Create opportunities for team members to share success stories and learning experiences related to client interactions.

"The strength of the team is each individual member. The strength of each member is the team." - Phil Jackson To equip teams for building strong client relationships, provide comprehensive training that focuses on communication skills, empathy, problem-solving, & relationship management. Encourage collaboration and cross-functional teamwork to leverage diverse perspectives and expertise within the organization. Offer resources such as customer relationship management (CRM) tools, communication platforms, & data analytics to streamline processes and enhance client interactions. Foster a supportive environment where team members feel empowered to take ownership of client relationships and innovate solutions to meet client needs effectively.

"Individual commitment to a group effort - that is what makes a team work, a company work, a society work, a civilization work." - Vince Lombardi To incentivize engagement in building strong client relationships, align performance metrics and incentives with client satisfaction and retention goals. Offer rewards, recognition, and career advancement opportunities for team members who excel in client relationship management. Foster a culture of collaboration and shared responsibility where everyone understands the importance of client relationships and feels motivated to contribute to their success. Provide ongoing training, coaching, and support to help team members develop the skills and confidence needed to engage effectively.

Reward and incentivize every single contributor but especially the top generating contributors. Have a monthly bonus and a yearly bonus that’s tracked visibly for everyone to see. Contributors either get enthusiastic and motivated or they slack off with complacency. Their choice. Reward accordingly. Human nature will always prevail.