No matter how great an organization is there are always customer issues. It could be a misunderstanding, personality conflict, a service level issue, or simply customer remorse. Many times all of these at once. As the original relationship builder, the sales professional needs to be able to work with customer issues or as I like to fondly call them, customer heat.
I would constantly hear the term “a teaching opportunity” any time someone made a mistake. At first this kind of bugged me to be honest. It seemed like a kinder, gentler way of saying they screwed up without saying it. As an upfront guy this tactful approach seemed… well… weak. But then as I thought about it more it actually made a lot of sense. These issues/problems should be times for teaching opportunities, not scolding’s, if you’re truly trying to build the best sales team possible.
For the life of me I can not figure out how threatening a persons income has become a “stick” for sales training. “You could always not get paid”, “Your commission will be cut if you don’t…, You screwed up… which cost me.. and now is going to cost you!”. And yet I have witnessed this time and time again by so called “managers”. Why would someone do that? Why would someone let them do that?
I walk into our conference room and the visiting presenting manager, salesman and sales engineer were waiting there to give us their “dog and pony” sales presentation in hopes of my organization partnering with them. I know all of presenters from a previous business life. All very professional and successful in their own right. What happened next was incredibly short sighted on their part however. Below are my 5 takeaways from this experience.
