Customers buy what you deliver, not the sales pitch. Your back-of-house team controls satisfaction, reviews, and referrals. They're also most of your payroll and operating costs, so their work directly determines whether the company makes money.
Now you salespeople need to understand that. The customer's not paying you for your winsome personality or your great conversation or your slick closing moves or your conversational jiu-jitsu. The customer is buying what you're selling because they want the thing that somebody else is actually going to produce for them. And so you back of the house folks need to understand that as that support structure, there's some huge things that are in your control. Things like the customer experience, the customer satisfaction, which leads to ratings and ratings, reviews and referrals. You guys have some of the most control over those results in the entire company. A salesperson can promise the world, but if you guys don't deliver the world, we have an upset customer regardless of how good our salesperson was. Now, the next thing to realize about the back of the house is the back of the house will be the overwhelming majority of what makes up the company overhead. Is paying these people, paying these departments, the back of the house budgets are what actually are the company overhead.
