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Bhavna Sharma
Head Of Brand & Marketing, Printo.in, India
Bhavna comes with expertise in brand development, positioning & communication design strategy, & end to end execution of omni channel marketing campaigns. Proven leader with a penchant for an inclusive & collaborative management style.
Tricky workplace situation handled
By this mentor in various human skills
1
- 1) Understand what kind of personalisation of product/service do customers want or invite these irate customers to brainstorm with you for the personalisation and offer them name credit for the creation. 2) Proceed to test it out with a user group 3) if successful launch. 4) make feedback seeking a continuous process to keep improving and staying on trend.
2
- A common problem is lack of leadership/ managerial abilities. So to solve this problem, I'd invite, teams to express what areas of focus they seek, what skills they would like their manager to have, and also bring in the manager and understand their stresses and roadblocks. Then converge the two into actionable items.
3
- Life is not linear so solutions can't be that too. We have to factor is all facets of a problem to analyse, assess and deliver a solution that seems appropriate for that time and for that context. Remember it like' Every story has 3 parts- theirs, yours and the truth' , so go figure out each part.
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- Be a responsible marketer is my tenet. One doesn't need to spy on a customer to gather information for personalisation, we can simple ask them face to face or via surveys, which they consent for first. We have to stop relying on privacy breach to gather data for personalisation. It will have a deeper negative impact for the brand. so avoid that. Be honest about your goals.
5
- 1) give consumers control of their data 2) demonstrate value exchange when customers shares data 3) very transparent and communicate proactively on privacy policies
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- In my experience working for a print retail brand- a customer's print was incorrectly done for the 2nd time in a row and she was obviously very upset. She was in the store and was loudly venting out with the intent of telling our other shoppers that our service was very poor. She began generalising about poor quality being the brand's standard, in front of other customers. This impacted me since I was the Brand Manager at the time and in hindsight the unfavourable thing I did was, after hearing her out, apologising on behave of the brand, I went on to explain to her where the problem occurred so as to calm her down by sharing the inside scoop, when I should have simply offered her a reprint after apologising.
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- Step 1) Acknowledging the situation and my emotions around it Step 2) Understanding that this failure is not a reflection of me or my worth Step 3) Revisit the process, to identify the missteps Step 4)Seek help from seniors/ peers/ team, if you can't seem to find a solution past the block
10
- We need to bring in RSF mindset here. Also it's important to allow oneself to feel the discomfort, the upset and dwell in it just for a bit. Everyday is a new opportunity to improve our efforts, so let's take those baby steps towards our goals and celebrating every milestone big or small.
11
- See what others are doing to secure sales. Emulate those best practises. Up my knowledge on cars and find innovative areas to target my customers. Make a list the same and do this consistently for a month and then check the results.
12
- Is the problem internal or external? Is he truly enjoying the job despite the low turn or does he hate it? What parts of the job does he find difficult- getting clients, talking about car features, closing, etc.
13
- 1) Ask yourself who the customer is that you are targeting? 2) Make sure to appeal to your customers needs 3) Be trustworthy 4) Offer Demonstrations or examples about the product 5) Listen to your customer to pair them with an appropriate product 6) Ask probing open ended questions to understand customers needs well
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- Look internally as a customer yourself- can you remember the best experience you had as a customer at a store/ brand? Ask yourself what made that special? What was the role of the salesperson in making that a memorable experience for you? Reflect on the soft skills, professional skills, you own behaviours, their behaviour and questions and implement that into your work as a salesperson.
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- My mantra would be ' Empower yourself with knowledge & then sharpen that knowledge with practise'. One is always learning, always improving upon themselves, so it's ok if you feel your not on point on day !, but you'll get there with practise and genuine desire to empower yourself with knowledge.
16
- Knowledge & practise. Know your product details, Know the customer retirement, know your cues on upset and cross sell, and learn to listen to your customers response (their verbal and non verbal feeback), offer appropriate solutions and repeat.
