During Operation Desert Storm in the early 90s, France’s decision to not support the U.S. intervention revived an old joke from the World War II era.
12 Steps for Solving the Sales Fulfillment Gap:1. Decide what business you are in and exactly what level of options and selections you offer.2. Build systems that enable the consistent fulfillment to that level of options and selections.3. Establish the company-wide superordinate goal of delighted customers at the closing table who meet every “decision date” date for options and selections.4. Make the choice: Either (A) your salespeople are fully responsible to manage customers from contract through closing or (B) hire someone to do it for them.5. Bring sales, purchasing and construction together and clearly, firmly agree on the cut-off dates for each option and section.6. Flowcharts your schedule from project design through closing, identifying each obstacle in the way of meeting decision dates then address those head-on.7. The role of sales management is to lead, support and still a discipline with salespeople and/or design center staff to complete the post-contract fulfillment process.8. Give your salespeople and/or design center staff a chance to learn the process of “sales fulfillment.” Those who cannot learn and practice it need to find a new home.9. Find a sales trainer who accepts that a major part his or her job is to teach salespeople and/or design center staff that a sale without on-time fulfillment is an incomplete sale.10. Align your reward systems to support on-time fulfillment.11. Provide full support. If any member of the company team is building obstacles, tear them down.12. Check your management behavior. If you cave on decision dates, everyone caves.