Sales vs Operations: Battle or Breakthrough?
By Nicole Perrotta Professional Trainer, Transformation Associates | June 21, 2015
As a hotel executive, nearly every thought in every workday is focused on growing revenues and improving customer satisfaction which are two of the most critical drivers of success. A consistent, recurring challenge faced by many executives is the battle between sales and operations. The epic fight of "Without me, you wouldn't have a job!" vs. "Without me, you wouldn't have anything to sell!". While both are accurate statements, this battle of opposing views can negatively impact customer service and the bottom-line, so how do we lead a team from battle to breakthrough?
Let's start by recognizing that our workdays are little more than a series of conversations. From the mundane to the crucial, how we navigate these conversations will define the success of our day.
Redefine What It Means to Win
Organizational performance author Kerry Patterson defines a crucial conversation as a "discussion between two or more people where (1) stakes are high, (2) opinions vary, and (3) emotions run strong".
When we find ourselves in a crucial conversation (confronted by strong emotions, opposing opinions, and a firm belief that our way is the best for all parties involved), we often, unconsciously and in the blink of an eye, shift gears from wanting a mutually beneficial outcome to wanting a win. Many times, we aren't aware of the shift, thinking our words and actions are still in support of the mutually beneficial outcome. They're not; once that shift has occurred, we just…want…to win.
When our words and actions are only in support of getting the win, we might get our way. If we disrespected and berated others to get our way, if we ignored any and all opposing views along the way, can we really consider it a win?