.png)
If we're being honest, the pandemic disrupted countless aspects of our lives, but one thing remains clear: the importance of human connection. At FriendsOffice, we believe account management is more alive and necessary than ever. In an era where relationships and personalized service are paramount, our approach to sales has evolved to meet these needs.
The Traditional Salesperson vs. The Modern "Decision Architect"
Traditionally, salespeople were seen as navigators of the sales process, leveraging their knowledge and pricing strategies from the manufacturer’s perspective. Their role was clear-cut: sell the product, close the deal. However, the landscape has shifted dramatically. Today's sales representatives, especially at FriendsOffice, are far more than just sellers—they are "decision architects."
Our sales reps focus on structuring decisions that align with customers’ lifestyles and business needs. While customers today are more informed than ever, thanks to the abundance of information available online, they often lack the holistic awareness necessary to make their complex purchasing decisions. Our representatives work alongside manufacturer partners and in a variety of workplace decisions every day of the week. Oftentimes, they can draw upon these experiences in order to help each customer more effectively. This is where our "decision architects" step in, providing the necessary guidance and insights to help customers navigate choices.
One FriendsOffice representative shared this scenario: “One of our customers built a new school. They had forgotten to order toilet paper dispensers for the building. They were opening the next week. Our contact called [their FriendsOffice representative] and asked us if we could fix it. It was late Friday. So, the team coordinated picking up the order from our wholesaler’s warehouse in Cleveland. They were delivered and installed by Monday morning. They really appreciated us for saving them and they continue to renew their business with us.”
Going Above and Beyond
At FriendsOffice, we pride ourselves on our Above and Beyond Sales Reps who build genuine relationships and go the extra mile to be helpful. Here are just a few ways our reps stand out:
- Personal Connections: Our reps take clients out to lunch or surprise them with their favorite coffee or treat. These small gestures foster stronger connections and show our commitment to understanding and valuing our clients.
- Showcasing Products: Bringing samples and products to clients' locations allows them to see and experience our offerings firsthand. This hands-on approach ensures they are making informed decisions.
- Personalized Deliveries: Instead of coordinating with a delivery service, our reps often deliver demo chairs and other products personally. This not only speeds up the process but also adds a personal touch that clients appreciate.
- Innovative Programs: Our reps help make our programs, like the WRITE GRANT initiative, more impactful. For instance, Kelly, one of our reps, brought her service dog in training to meet clients, creating memorable experiences and highlighting the personal aspect of our services.
The Human Touch in a Digital Age
Human interaction was underscored in 2020, reminding us that despite the convenience of digital communication, nothing replaces face-to-face connections. As we return to in-person meetings and events, the role of account managers becomes even more crucial. They not only facilitate business but also build trust and loyalty through genuine relationships.
Another FriendsOffice representative shared this story. “One Saturday morning I got a call from [a university] facility manager. They were hosting an intercollegiate event on campus and discovered they were out of trash bags and low on paper towels. We had the product in stock. So, loaded up a van and delivered it to their closet. They were very appreciative of our response.”
And, we have to share this situation! “[My customer] was in desperate need of a large volume of printed envelopes for a mandatory Fiduciary mailing the had to be postmarked on a Monday. We had them expedited to our Lexington warehouse and I delivered them on prior to the deadline.”
At FriendsOffice, our account managers are value-creators who help customers structure logical, mutually beneficial decisions. In short, we’re here for our clients! Our team members embody the essence of what it means to be a modern salesperson, blending expertise with empathy and a personal touch. As we move forward in a post-pandemic world, the importance of these qualities cannot be overstated.
In conclusion, account management is not just alive and well—it is thriving. At FriendsOffice, we are committed to ensuring our clients receive the best possible service through our dedicated team of decision architects. For customers who utilize us exclusively or at the on-set of projects, we foresee needs in advance. We have never seen our jobs as just selling products; we are building lasting relationships and helping our clients succeed.