In the first episode of Sales Leader Secrets our host, Uspire's Director of Commercial Leadership, Amanda Downs, sat down with Tom Redman, the Managing Director of Big Bus Tours, for an enlightening conversation about leadership, team building and the powerful role of communication. With his unique career journey that started in musical theatre and hospitality, Tom shares the experiential wisdom that has guided his rise from an entertainer to a top-tier sales leader.
From Centre Stage to Sales Floor
Tom's career began in a rather unconventional setting – as a blue coat at Pontins. This experience, stemming from his love for bringing joy to people, led him to win talent competitions and embark on a year-long career in hospitality. His infectious passion for customer satisfaction set the stage for his next big move into the sales department at Big Bus Tours.
Climbing the Ladder at Big Bus Tours
Starting as a salesperson, Tom's dedication and knack for communication quickly propelled him through supervisory roles, culminating in his current position as managing director. He attributes his rapid ascent to the invaluable skills and networking opportunities he encountered at Pontins.
The Essence of Hop-On, Hop-Off Bus Tours
Tom provides an inside look at the iconic hop-on, hop-off tours offered by Big Bus, emphasising their unique vantage points for sightseeing in London. He underscores the vital role of customer service representatives and their interactions with tourists and passersby at famous landmarks, making every experience memorable.
Mastering Sales Management
Becoming a manager in 2010, Tom faced the challenges of transitioning from a team member to a leadership role. Overcoming imposter syndrome and understanding the language of his team were key elements in his successful transition. He emphasises that effective communication is the cornerstone of good leadership, helping foster team cohesion and trust.
B2C vs. B2B
In the episode, Tom and Amanda discuss the nuances between business-to-customer (B2C) and business-to-business (B2B) sales. Despite inherent differences, he reveals that the fundamentals of sales management remain consistent across both domains. The role of communication in building relationships with partners and customers is paramount - whether online or face-to-face.
Challenges and Triumphs of Managing Big Bus Tours
Tom paints a vivid picture of the unpredictable daily operations at Big Bus Tours. Managing a diverse team of drivers, tour guides, customer service representatives, engineers, mechanics, and a central management team, he stresses the importance of creating a consistent customer service culture through meticulous training and positive customer experiences.
Communication and Team Spirit
Tom’s approach to leadership is rooted in trust, achieving targets, and cultivating a spirited team atmosphere. He highlights the significance of a good morning brief to set the tone for the day and maintain a light-hearted environment to foster team morale.
Through effective communication, whether it's about conveying negative news or ensuring all team members feel valued irrespective of hierarchy, Tom’s strategies are golden nuggets for aspiring sales leaders.
Navigating Uncertain Times
The episode also touches upon the impact of COVID on sales management and the ongoing challenge of recruiting the right talent for a robust sales force. Tom’s ability to adapt and maintain a motivated team during such turbulent times underscores his adept leadership skills.
Tom Redman’s journey from hospitality to heading Big Bus Tours offers a treasure trove of insights on leadership, effective communication, and the intrinsic value of making people happy. You can find more information on Tom Redman and Big Bus Tours here.
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Don't miss this powerful conversation on Sales Leader Secrets - it's a masterclass in sales leadership you won’t want to miss.