Reseller

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Resellers Best Practices Jeanne Leckie Managing
Director The Leckie Group
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Reseller Best Practices

• Todays Focus
• Learn about Reseller Best Practices
• Leadership Roles of Leaders and Building Culture
• Management Brand, Communication and Culture
• Discipline Accounting for Greater Returns
• Communication Changing Behavior

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Distance2.4 mi. swim 112 mi. bike 26.2 mi.
run
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Leadership

• In 1930, Chester Barnard, lectured at Harvard
  where he defined the role of the organizational
  leader as the steward of purpose and values.
• Leadership is multi-faceted 1) Part of the role
  requires choices on structural choices, such as,
  how the company is organized, design jobs, and
  allocation of responsibility. 2) Engagement on
  symbolic actions like story-telling, company
  rituals they create, the morality they espouse
  and other visible actions.
• The Leader is both the architect and visionary,
  and in the role, they MUST impact the meaning
  individuals gain from their employment.

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Leadership

• Manage by empowering decisions, not penalizing
  failure.
• Responsibility without authority is demoralizing
• Promote accountability and knock over
  fence-sitters.
• The team should be managing accountability and
  risks together
• Compensate for shared results, not just
  individual contribution.
• Build team morale and reinforce team actions
• Leaders are there to serve the servants.
• Effect Resellers understand Diversity isnt just
  about being PC
• They have learned the general management mistake
  that hiring too much of the same type of talent
  will never lead to different results

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Leadership

• Peak performance is evident when
• Your employees know they are a part of a bigger
  story
• They have a sense of belonging that is either
  tied to a rich history or a winning future
• They know that the purpose and values of the
  business are bigger than themselves
• As a result, Customers are not only tied to the
  intellectual properties of your company, but to
  the emotional connection.or to being a part of
  the brand
• Mindshare and heart-share

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Your Company Promise

• Tapping into Emotional Value vs. Intellectual
  Property requires unique balance of
• Brand
• Culture
• Communication
• Employees who are connected to your business
  drive your customers emotional commitment to
  your company
• Communicate Brand Values
• Operating in an environment where the attitude is
  Bigger that Just Oneself
• Communication is primary

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Leadership and Brand

• Recent studies show that companies who build a
  culture of excellence are able to perform 29.5
  better than their peer group
• Resellers who understand assign someone to be
  responsible for their company Brand
• End result it is about being better at
  implementing similar strategies driven by better
  people

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Brand Beyond Marketing

• Leaderships role to passionately develop the
  purpose and values, the attitude expectation, and
  the employee behaviors
• The Leaders actions must be BOLD, PROVIDE
  CONFIDENCE AND BUILD A PERSONAL CONNECTION that
  affirms the companys direction to each
  individual
• Human Resources can be an important partner to
  galvanize your brand and culture
• Education
• Train
• Hire
• Promote
• Reward
• Incentivize

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Leadership Middle Managers

• Middle managers are key to communicating your
  brand values and creating the underpinnings that
  build trust and diversity with your team members
• Middle managers have to reinforce your message,
  and they have to drive three success factors
• Accountability self-reliance clarity of
  purpose
• Relentless follow-up generates goal achievement
• Deliver your companys promise drives emotional
  capital from customers and sustains your future
• If middle managers fail to make the connection
  with employees, then. there is no confidence,
  commitment, focus or productivity

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Communication From Within

• Each employee is a brand ambassador
• They are the communicator of your story, your
  values and your promise to the customer
• Typical metrics from employee studies show
• 50 of Companies employees dont know the goals
  or the values
• 25 of employees believe they have an impact at
  their company
• 40 of employees can identify their brand values
• 10 of employees dont believe their individual
  contribution is valued
• Other employees studies focused on change
  attitudes and the result showed
• 15 of employees in companies are resistant to
  change
• 15 of employees embrace change
• 70 are reluctant to change (meaning uncertain
  not resistant)

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Formalized Communication Process

• A defined communication process is central to
  executing successes

• DEFINE MISSION
• GOAL SET PLAN
• -Company
• -Management
• -Individuals

D. MANAGE VARIANCE DEBRIEF AND REVIEW -Uncover
gaps -ID root cause -Define corrective
action -Evaluate results
E
B. BRIEF AND EXECUTE ACT TO PLAN -
Activities/Expectations - Timelines
C. MEASURE -Define metrics -Individual
proficiency -Team proficiency
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Establish Discipline Priorities viaKey
Performance Indicators
Example Support KPI Customer Experience
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Define the Benchmarks

• Discipline requires work and the WILL to get
  results
• Get started by benchmarking your operations
• Where are you on employee engagement
• Whos impacting and knows it
• Who does not, and why
• Determine criteria for change
• Formulize the Vision, Goals, Values and Purpose
• Prepare by scheduling group Face-time
• Plan to make the bold, confidence-building
  story-telling session that will share the vision,
  goals and direction with everyone in the company
• Engage managers and team members to become part
  of what is crucial and assign specific
  responsibilities to ensure that everyone is
  Briefed, Knows the Mission, Tasks, and has a
  group plan and individual plan to Monitor the
  progress

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Disciplined Reseller Approach Customer
Experience

• Cash Flow
• build solutions that drive customer stickiness,
  streamline/manage customer relations, automate
  the processing of information, and provide
  business intelligence that differentiates the
  customer from competitors
• Margin (Higher Profit)
• own your customers competitive advantage
• Growth
• with positive revenue and higher margins,
  customers can reinvest a percentage of their
  savings (ROI) on the next strategic advantage
• driving your customers differentiation and
  business intelligence through communication can
  significantly alter their success and growth
• People
• people are core to business advantage.with the
  right tools they can exceed customer expectations
  
• Velocity
• speed drives competitive gaps

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Compliment Your Plan with Divisional Objectives
Team Measurements

• Benchmark Your Customer Experience
• Wins require a Team Effort
• Win-loss analysis
• What differentiates you from your competition
• Strengths vs. Weakness
• Survey
• Understand customer satisfaction
• Dont just measure it, get hands-on in your
  evaluation
• Measurements vs. feedback
• Incentivize for Customer Loyalty
• Clarify the objectives for each department
• Reward positive behavior
• Know why you are losing Cashflow/potential ---
  understand the breakdowns in your business and
  take corrective action. (Note Your best
  customers have the answers).

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Compliment Your Plan with Interlocking
Objectives New Expectations

• Operations
• The Technicians Selling Program
• For example Implement a structure for
  operations/technicians to sell add-ons
• Peripheral products, upgrades, designated
  solutions
• Sales process for higher end solutions
• Incentive program
• Program for pass through sales
• Referral program for larger sales
• Professional Development program
• Do you invest in the presentation skills of every
  member of the business
• Customer Service and referral business should be
  a key focus

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Best Practices for Resellers

• Dont overlook the importance of the basics in
  your
• leadership, communications, branding, discipline
  and
• Accountability.
• Execution is your most critical asset in any
  economy,
• but consistently businesses fail to achieve
  because
• of the simple communications needed to survive
  and
• thrive are not part of their core practices.
• Communication is the focus of your offer to
  customers.
• Is communication a primary focus in your company?
  

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Contact Information