Crafting an Ace Sales Team

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HERD Pharmacy sales managers and marketing team comprising of Prasanjeet Dhepe, Sachin Salunke, Suresh Poonia and Stawan Bhujbal know it is very essential to create singular, effective sales people. For this purpose they ensure scrutinizing every single reason that goes into motivating each person of the formidable over-seventy sales team. Pharmacy managers have been drilled to never allow the slightest lapse in losing a single sale. If at all such an untoward incident were to happen by a front line sales staff, then it becomes the responsibility of the manager to rescue the deal.

It is here that the manager becomes accountable to teach and train the sales team to learn how to effectively deal with various issues that may affect their proactive sales techniques. Problem resolving in an effective, convincing and timely manner are key skills that have been inculcated to make sure they do not falter when it comes to making smooth sales. Herein the managers have been made proficient to continually tutor sales staff by coaching, reviewing, mentoring and offering motivation.

The series of on-going trainings that began with Dr Amol Deshmukh’s critical workshops on importance of customer-care are now a well imprinted roadmap. The team has learned to focus on additional critical aspects with the view to increase sales, enhance customer base and create brand value for the retail chain-stores. Of late the attempt is to focus on the significant functions of sales with an eye on performance management. Herein inputs like setting goals, evaluating performances, chalking out reasons for non-performance, and appreciating success become necessary.

Top level management does not hesitate to chastise staff members when they fail to perform optimally. This is really crucial so as to keep performance levels in line with set management targets. What this also actually means is that performances need to be kept sharpened. To this end management is always ready to provide more effective coaching. The past two years have seen no dearth of training inputs that very easily can be said to be the key to present levels of achievements.

As stated earlier, it is the projected successes for the sales team that creates the pulls and pushes for their constant coaching. The monthly debriefing sessions help in assessing and evaluating training needs of the staff at all levels. Such joint debriefing sessions help in bringing everybody on the same page and eager to go forward together. It is also a time to take stock, get emotional and then plan ahead for the subsequent phase. It is also the time to make commitments and work out improvised strategies to pitch forward.

Ultimately it is the Pharmacy sales managers who form the crux of the marketing team. Their contributions in spearheading the sales team’s successes cannot be negated. They are the nucleus that gets the entire sales team motivated to be on their toes to see business remains brisk. The pre-planned schedule and manner of approach for creating a sound customer base helps in enhancing effective sales. Herein the managers’ belief in the actions of the sales staff becomes vital for positive outcomes.

Important steps taken all the time by managers include – taking responsibility, distributing responsibility, giving clear communications, evaluating performances and most important of all  setting high standards of performance. Finally it is their sense of accountability that actually determines the outcomes. Presently we are moving ahead with expansion on our mind  and aside from opening medical outlets in new locations we have to continue to make sure that existing stores keep achieving their goals. With an experienced Operations Head, Mr Rahul Agarwal having very recently brought on board, it will not be long before HERD Pharmacy raises the bar responsibly for the business at hand.

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HERD Group Attends Vivek Bindra Motivation Training

 

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The collective concern of the MD’s of HERD Group (having imbibed the best academic learning from books, seminars, affiliations) is to be on the watch out for every opportunity to facilitate inception of new ideas and means to motivate team members. So also, HERD HR Department is forever on the lookout for providing incentives and motivation to employees to spur their contribution.

Motivational trainings are really very important for business success today. It is critical to develop leadership through training programs and talks from motivational speakers. So when the opportunity presented itself, sixteen staff members from the different units were identified to attend Mr. Vivek Bindra’s live seminar on Extreme Motivation & Peak Performance!

Mr Bindra is a motivational speaker of international repute who is also an established CEO coach. So when Nagpur city became the venue for his training program on strategic execution and performance maximization, HERD Group grabbed the opportunity to make the most of it. The company directors and senior managers had already attended Mr Bindra’s seminar earlier, and were keen that staff too be exposed to the speakers influential training.

This was a good chance for the company to facilitate employees to focus on personal aspirations aligned to business prospects that would work in conjunction for positive outcomes.  Mr Bindra is a well-known motivational trainer who can really inspire people to pull themselves together and feel reenergized to perform better. Since the speaker was in town, management went all out to make the most of his inspirational influence for the benefit of staff.

Mr Bindra’s pep talk was sprinkled with true to life examples and accounts of success stories that can work wonders on people’s psyche and boost their morale. The exercise could prove to be valuable to get the group together to help identify and resolve roadblocks that perhaps hold them back. The talk was of course very well enjoyed and would definitely add to the unlocking of latent potential. HERD Group decidedly felt that such exposure will be supportive in enhancing performances.

Mr Bindra’s talk illustrated how motivational speakers can offer huge enthusiasm and drive so as to enable participants eager to offer their best. The motivational speaker assisted in enabling employees to comprehend their inner power, that sometimes we lose sight of in the face of regular routine work life. It was a great evening with staff experiencing stimulating ideas.

Attending this training had staff going through their individual mental morale building workout.  The speaker offered fresh perspectives on roles and responsibilities, thereby rebuilding confidence and passion. Breaking the complacency of everyday routine life, employees were made to comprehend fresh insights that will surely empower them to explore possibilities.

The speaker’s vigorous training helped in sharing his expertise that would in time spring them back into action and spur them on to their goals. Such interactions also help in easing out internal personal issues that often take precedence and obstruct team work. Mr Bindra certainly came to the rescue to provide guidance on a number of issues that prevent people from giving their hundred percent.

HERD Group of Companies is keen to achieve success and that is only possible with a committed team. The speaker’s expertise and ability to transform mindsets will go a long way in helping the team to dream big and perform well. Mr Bindra did wield a magic spell that provided the needed impetus for participants get set on the road to achieving their objectives that will ensure future growth. This was a well spent investment in terms of time, money and sensibilities.

Recording Biometric Attendance

There was naturally some trepidation when six months back biometric attendance recording system was introduced at HERD Group. Introduction of any new process changes at any workplace is bound to create a flutter among employees. TecSol Private Limited, the in-house IT unit became instrumental in sharing accurate, clear information about recording of biometric attendance to assuage qualms of an initially nervous staff. Changes were definitely going to involve the stragglers. It was certainly going to create unease regarding usage of the newfangled attendance system.

For starters, Jigar Joshi, IT Manager with HERD TecSol worked on focusing on the facts, since he realized that misinformation would probably do more harm by breeding resistance. HR too apprehended that sharing usage norms could play a calming role in raising morale. Since staff was already used to signing the muster-roll it would hardly be problem to facilitate them to adapt to the biometric time clocking system. All one needed to do was touch the screen of the biometric machine to record and clock their attendance.  HERD Group started the biometric time recording system because it wanted to avoid negative fall-outs of muster recording and at the same time deploy biometric time-clock technologies cutting across several establishments in order to support organizational culture and business needs.

However we do continue with signing the muster along with jabbing the finger on the machine. This is because HR department needs to double verify employee attendance data. The biometric/fingerprint or facilitates automation of salary calculations with up to date leave, late-comings or overtime records. Having grown from a small office of handful of employees to our present multi-location stores and offices we no longer have single point attendance record keeping. Admin and HR managers need to know details of all locations to track the hours worked by the employees.

We noticed that initially employees were a bit hesitant about the biometric systems. But this was mainly due to their unfamiliarity with the machine. Soon with ease of practice their distress generally disappeared after simply being given a brief introduction as to its use. We now have biometric attendance data at all our locations. After close follow up and clear instruction of usage the biometric verification has been working for us. Initially there were some teething troubles but after demystifying it all everyone uses the machines habitually now.

It is true when it comes to biometrics at first there are certain myths like concerns regarding potential invasion of privacy (fingerprinting) and hygiene to be reckoned with. However biometric attendance data allows HR department to gain official records of hours of employee work which they then calculate to pay employees accordingly. Barring a few slackers in most cases we did not encounter resistance. Most concerns were eliminated as soon as the employees were educated on usage. Once they learned how to operate the biometric reader and in time realized how easy it was, there has been little resistance.

Importance of On-The-Job Training

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Dr Amol Deshmukh Giving Certificate of Appreciation to Mr Ramesh Sangare – Expert Trainer

July 13 saw HERD HR team organize a training workshop on Dynamic Supervisory Leadership Development for the benefit of HERD Pharmacy Group. The trainer from Human Resources Development Corporation, Mr Ramesh Sangare demonstrated how coaching employees in their given roles made a difference in motivation and propensity for work. Nearly 30 participants from the pharmacy unit along with key staff of the head office including Managing Directors, Dr Amol Deshmukh and Dr Suchika Gupta attended the training programme.

As we all know trainers play an essential part in the success of any team. They help develop and motivate team members. They have the knowledge and knack of bringing out the best in staff members and offer compelling information, examples and techniques to drive home points leading to success for creating a winning team. Undertaking this type of coaching while on-the-job becomes very purposeful as employees learn to attain higher levels of performance that ultimately brings success to the company.

It is for this reason that training employees for superior performance becomes quite important. Such trainings offer numerous benefits. While improving quality and productivity, they also boost enthusiasm and morale. Additionally they help strengthen relationships between employees and promote effective communication between all concerned. On the one hand it adds to the employees sense of job satisfaction and enhances team spirit too. Such continuous periodic trainings helps build trust and employee loyalty.

HERD HR Department therefore considers internal training programs for employees to be a very important area of work. They well know coaching helps employees improve performance and grow professionally. Besides helping develop closer and more effective working relationships among employees, such regular training get-togethers add to a sense of purpose for all concerned. Mr Sangare proceeded with day’s training according to the planned scheduled beginning with basics of motivation and team work.

HERD pharmacy unit started two years back is fast emerging as a visible brand pharmacy chain in Nagpur. Staff working in the pharmacy unit as Managers and supervisors receives ongoing training even as they continue to grow into their respective roles. Over time they have identified new areas in which they need to hone their skills. As the unit is continuously evolving the workforce too has been increasing and HR Department effectively manages outcomes. Yet the need for external coaching was included to make sure employees get trained to enhance skills through an expert facilitator.

The one-day training proved practical, engaging, and quite relevant for supervisors as well as experienced managers to act as a quick refresher course. Participants were enjoying a variety of techniques and gaining perspectives with regard to leadership abilities. Also they were getting new ideas about how coordinated efforts could make a difference in output. The inclusion of a popular feature film cut short to drill in the salient features of team building and winning was an inspiring feature of the training programme.

The training took in effective motivation strategies for staff and by the time they followed the nuggets of simple formulas that clarified how a combination of factors could assist them in reaching their goals, participants were able to understand the elements of adult learning. Since HR head Ms Nisha Mishra had already assessed training needs as per the unit identified for training, the earmarked objectives were addressed accordingly in the training. The experienced trainer was able to help train the young adults effectively. HR now plans to develop more such training sessions to enhance learning for the benefit of staff. HERD Group of Companies is committed to foster and encourage a culture of continued learning.

HERD Pharmacy: Building A Brand

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When HERD Pharmacy got operational two years back, founders Dr Amol Deshmukh and Dr Suchika Gupta were keen to establish a brand image for the business. Their vivid world experiences made them keen to do things differently. HERD Pharmacy team was groomed to be devoted to making business transactions better and to learn to bring people scattered in the different outlet locations to be on the same page with the one idea that running a business is more than just selling.

Dealing with customers it became clear that they were at the heart of the operations. Customer service we soon fathomed was all about human interaction and resolving shopping issues to their complete satisfaction. Yes every now and then we came across situations and problems that brought staff under stressful situations. And so began the journey of training employees in the fine art of customer handling.

Customer service became the pivot around which the entire transactional business rotated. A satisfied customer was our brand ambassador and this is what prompted us to pay closer attention to learn how to handle our customers. Instead of getting under any kind of pressure employees were made to understand that they were to resolve issues through empathetic interactions. This was to be taken up as a challenge and empathy was to be our way forward.

Once front line staff began to learn to deal positively with customers they were soon offering excellent customer experiences. Again the challenge here was to ensure that they needed to offer high-quality interactions with customers. And this is the area that management began to focus on with the belief that they needed to extend empowerment to staff members.

Chief of Operations Ankur Gupta began to ascertain the dictum – if you want your people to act like it’s their business, make it their business! He inspired his team to create the “WOW” effect for every customer who walked in the door. Lending a certain flexibility of approach front line staff was empowered to lead sales by never losing a customer. HERD Pharmacy is now bent on implementing proactive customer service that remains the most critical component for the business.

For Pharmacy managers – Suresh Poonia, Stawan Bhujbal and Sachin Salunke spreading the customer service experience became a mission. Keyed up by the mission and vision statements drilled by management the entire pharmacy team has been trained to do their best. Attempts are now on to direct everybody in the organization to understand the importance of delivery of exceptional service to customers. Everybody is now focused on providing excellent customer service.

All credit goes to the managing directors of the organization who have involved one and all to share this focus which is what has made HERD Pharmacy to become absolutely customer-centric. Regular staff training teaches employees to serve others in a genuine manner as well as to understand how to deal with difficult moments. They have been given the freedom to use their talents and skills to the best of their abilities to make customers happy and satisfied.

We are now looking at the bigger picture and attempting to take on the bigger challenge for customer service and that is to make sure we create an integrated end-to-end customer experience. We do not want our customers having to repeat themselves. Also we do not want them to be out of the loop of off-site touch-points. So we will begin to take the right approaches through the right technology to help in these areas too.

Today, HERD Pharmacy is a visible brand made tangible by its people skills. Standing at the threshold of a burgeoning undertaking HERD Pharmacy reiterates the fact that when it comes to customer service, it’s not about what consumers think. Great service is about feelings and that is what we want to spread. Good will and Good health for all.

 

Retail Therapy – God is in the Details

HERD Pharmacy division offers a wide range of goods other than medications and health products that are all offered at retail pricing. The expanding workforce is provided with training, business information and advice as to how to go about making sales that hit the roof. The recent Maha Bachat Mela at the pharmacy located at Khamla is a case in point. Newly set up a few months back, the team needed to build up a retail customer base.

We have learned it along the way that retailing cannot be looked upon at, on an as-is-where-is basis. Proactive customer service to create a positive retail customer experience is going to be vital for establishing presence in an open market. And completion is right across the street and everywhere. This is why the focus has always been on a coherent and practical retail service model that would differentiate us from the others.

The sales staff at the front-end and back-end as well as from management level from top to bottom follow the essentials to help deliver exceptional customer service experience. We continuously drill the minds of our sales staff to exert themselves to befriend and convert customers who walk in through the door. Our salespeople have been ingrained to not just inform but also inspire, educate, and instill confidence in them so the next time round they want to walk in for another wonderful shopping experience.

We do not allow disengaged employees because such will become risky propositions. What we aim for is that when a customer walks in our sales staff should push himself/herself out of their comfort level. Whether they want general medicines, cosmetics, or a health product sales staff should be helping them make their purchases in a manner that will make them return back for more shopping later.

So how do they do it? Staff puts on a supportive attitude and encourages shoppers to try out new things apart from what they actually came in to buy. Overtime they have been trained to learn how to form customer-centric relationships. Offering the team members a certain leeway to chat up with clients, we know for sure this little bit of extra time acts as a fillip to approach and engage often times with total strangers!

New shoppers who venture into the store are happy about the exceptional experience. They are instantly at ease with the friendly atmosphere, attitude and manners of the attending staff. Soon in good time we hope to make them regulars. The Maha Bachat Mela held last week brought in very many new customers. The success of the three day event makes us plan for more such events on occasions.

HERD Pharmacy has been offering very simple concessions to drive home the point that we mean business. The one way in which we engage with them is over the counter or through a call to engage with them and assist them make their purchases. Simple gestures and free home delivery is to really attract them to respond to our customer service. We follow the simple dictum – make the customer happy.

Staff has been trained to employ measures that ensure a few norms in place. Like for instance greeting customers in a way that makes them want to buy and keep coming back. We pay attention and let repeat customers know that we recognize them. Anything goes to start a conversation – politics, cricket and the weather! And a bit of conversation is always good to set the ball rolling.

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Need to Reinvent Institutionally

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One of the most difficult things to do after building a respected organization is to reinvent the institution that may perhaps not be performing to its full potential. The best amongst us often face strange snags – embedded cultures, weighty reputations to live up to and worst of all resistance to change. With passing time, all of this makes it yet harder to transform organizations in order to take them to the heights they deserve to reach.

Apathy, lackluster culture, or vested interests can really put a spanner in the works! The best efforts and an established reputation would not be visible to the outside world, if new, innovative things were not to occur in an institution. We have to therefore continually plan for culling in the state of the art goings-on in the world of medicine so that we can be abreast with modern world of medical education.

‘So what have you done lately’ may well be the question of the brave new modern medical world! ‘So what’s new’ – this oft asked common-place query should really become an impetus for all of us to look for answers that lead us on to explore avenues for expanding our horizons. As affiliates in the management of these medical institutions, the common search in these establishments would help determine and differentiate issues that hamper progress and growth. There is only way for them to go – and that is up!

The need really is to develop and enlarge the framework of these medical institutions so that they outshine and grow alongside world class institutions. This is essential to allow them to emerge as recognized institutions of higher learning across the globe. One cannot afford to sit on past laurels nor allow any kind of complacency to set in. Such might obstruct plans for envisioned transformational processes. In all likelihood these then would be successful steps that will alter the course of these institutions.

When Shri Ranjitbabu Deshmukh and his devoted team took over the reins of NKPS Institute of Medical Sciences and Lata Mangeshkar Hospital, few outside of Nagpur even knew it existed. In no time these coveted institutions had made their mark in Central India, doubled residential students, jumped student enrollment, and now the Medical College and Hospital attract the best talents and students from all over.

So much groundwork and effort has gone into the Institutions to bring them to their present stature. Undoubtedly it has been the vision and vigil of the founding fathers that serves as an inspiration to this day. Putting up the right people together with given responsibility and due authority helped in making everything work and grow. Decisions were made that made things going bigger and better.

And now once again the time has come to strengthen affairs with a plan of action. The present sets of guardians have a vision in place. Added to this, they have the propensity to act, to make decisions, to make things happen. The team is a strong believer in opportunity. And looking into the kind of prospects and targets that appear quite reachable, they sense the time has come to move fast to be at pace with contemporary medical science around the world.

Some of the opportunities that have of late presented themselves make it urgent to move forward for the rapid growth that is for the asking. New joint ventures, new technology and new associations will most certainly offer a lot more opportunities. There is so much ahead going on in the medical world of which we have to become a part. And we have to take advantage of it. It is in this context that both Dr Amol Deshmukh and Dr Suchika Gupta want to reinvent institutionally to be ready for the next level of achievement. With an inherent propensity to get things done, it is time to create the environment to get the faculty involved in this vision to succeed beyond expectations. And that’s the very real transformation through which they want to lead the change.