All people businesses need to recognise the shift that is taking place today around interactions between client and advice, product or service provider.

The big end of town, particularly financial services, has to recognise why their people attempting to “cross sell or upsell” within their product or service range hasn't worked for the business, the employees, or the customers.

Why it hasn't worked is fairly simple - who is it all about?

The client / customer?

The employee achieving a KPI?

The institution increasing earnings? 

If achieving KPIs includes successfully cross selling, up selling, or referring to another part of the business then the focus is not on the client, no matter how much anyone tries to suggest otherwise.

Allowing young and old, experienced and inexperienced to explore their intentions beyond the commercial intention / imperative is the first step in understanding what "be of value" really means.

What are our intentions beyond "commercial"?

They are our personal intentions - why we do what we do, the happiness / joy it brings us, the sense of contribution - what we have to give to others.