Rightmove
UK's Leading Property Portal
The Motivation.
The initial motivation for Rightmove to engage Gener8 was to design and implement a consistent way of interacting with their customers to improve results, give a consistent language across all four lines of business and improve sales leaders’ capability to lead, manage and coach their teams. Over a 3-year period, all these objectives were achieved and the Rightmove Way of Account Management (RWoAM) became fully engrained in day to day business.
However, Emma Atkinson (Director of People Development) and Dave Anderson (Commercial Board Director) wanted to reinvigorate the RWoAM. With several changes in key sales leader positions and changing market dynamics, Emma felt the sales leaders and the teams needed to have a deeper understanding of the ‘Why’ behind what they were being asked to do. Due to rigidly following the structure, interactions were becoming too formulaic, explicit needs (linked to the customer’s business objectives) were not consistently being explored and therefore Rightmove’s recommendations didn’t always hit the mark. A shift in mindset was also needed to help build confidence and address some fixed mindsets that had crept in due to tough market conditions.
However, Emma Atkinson (Director of People Development) and Dave Anderson (Commercial Board Director) wanted to reinvigorate the RWoAM. With several changes in key sales leader positions and changing market dynamics, Emma felt the sales leaders and the teams needed to have a deeper understanding of the ‘Why’ behind what they were being asked to do. Due to rigidly following the structure, interactions were becoming too formulaic, explicit needs (linked to the customer’s business objectives) were not consistently being explored and therefore Rightmove’s recommendations didn’t always hit the mark. A shift in mindset was also needed to help build confidence and address some fixed mindsets that had crept in due to tough market conditions.
The Solution.
Working closely with Emma, we designed and co-delivered a 3-day residential programme, tailored to each line of business. The content included the difference between Fixed and Growth mindsets (juggling was used to help emphasis how to develop the latter), core communication skills to facilitate a great sale conversation and aspects of buying psychology and sales research to give the necessary ‘Why’ behind the RWoAM process.
Group sizes were limited to 6-8 people. This allowed for more intensive discussions to be had around the challenges each person was experiencing and provided time for 1-2-1 coaching, role-plays, self-reflection and review.
Group sizes were limited to 6-8 people. This allowed for more intensive discussions to be had around the challenges each person was experiencing and provided time for 1-2-1 coaching, role-plays, self-reflection and review.
The Results.
The programme contributed heavily to an 87% increase on specific sales metrics, resulting in an £8m increase in annual revenue. This was against a backdrop of high year-on-year sales team churn.
