StroedeRalton

Background

StroedeRalton knew they had to shift focus from technique, own products and price to discussions and counselling based more on the customer's needs. But how? Furthermore there was a gap between sales and production - "the sales guys just promise and promise..."

What did Intermezzon's solution look like?

Both theory and practice! Intermezzon developed a total training package based on the managing board's goals and strategy. The training turns to all staff with customer contact. The purpose was to be more customer focused, reduce the "us vs. them"-feeling between sales and production and to synchronise the production processes. All project managers were trained in project management and sales for three days. Sales managers were trained in sales coaching and leadership for two days and all salesmen were trained in a thorough business school based on real life customer cases for totally ten days. All co-workers later got practical training in customer relations and sales though four simulated customer meetings, based on StroedeRaltons' customers and reality.

What were the results?

Thanks to a higher level in the discussion with the customer, based on the customer's needs and a better cooperation in sales teams consisting of both sales and production, the size of the businesses with existing customers increased. The staff experienced less "us vs. them" and the salesmen could see a behavioural change themselves in their work with customers. The work took two years, but the effort from all parties was well worth the results!