Episode 225: The Great Executive Disconnect and Why Sales and Tech Need Couples Therapy
About this episode
The episode discusses the communication gap between sales and technical teams and its impact on customer service.
If you've ever called customer service and ended up questioning your life choices, your sanity, and possibly the existence of organized civilization, this episode is for you. This week on Biz-Souls, Rona Lewis and Jeffrey Hansler tackle a business problem so common it has practically become its own department: the giant communication gap between sales and technical teams. What starts as a simple internet upgrade quickly becomes a masterclass in organizational dysfunction. One order becomes six. A customer becomes a moving target. A phone number disappears. An account somehow exists, doesn't exist, moved, didn't move, and may have entered a parallel universe. And yet... the executive team is asleep at wheel. One outstanding technician salvages the entire customer experience. Using a real-world customer service adventure involving internet providers, billing systems, account migrations, and enough contradictory information to make a GPS cry, Jeffrey and Rona explore why even good companies can create terrible customer experiences when departments operate in silos. The conversation dives into: • Why sales teams and technical teams often speak completely different languages • How…
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