Sharon, a sales associate for a high-end consumer products store, recently spent an entire day stressed and overworked. According to the store’s corporate sales cycle, having everything completed before the first of the month is highly encouraged and frankly, expected.

A recent conversation with Sharon revealed some major challenges with this philosophy:

Sharon: “Yesterday, for example, I had to drive all the way across town just to pick up a check from a customer.”

“Really? Why not send it by mail?”

Sharon: “Because then it would arrive after the 1st of the month, which essentially wouldn’t count towards my current goals. Plus, I wouldn’t get paid on that check until the following month!”

“Wow!”

Sharon: “On top of that, I had to call another customer, who is still making some final selections, to ask if I could charge their credit card for part of the estimated balance.”

“That sounds like it would be a difficult conversation.”

Sharon: “Yeah, I hate to pressure the customer in order to fit my schedule. Unfortunately, I just don’t have much of a choice!”

Some might argue that salespeople thrive on stress and deadlines. Yet, even if Sharon enjoyed the thrill of meeting an objective, in the end she wasted valuable time and gasoline on an unnecessary trip. Not to mention she was forced to threaten a developing customer relationship by asking for an advance payment. Not only are these actions unpleasant for the stakeholders, they limit overall productivity. Instead of spending her day driving and pleading, Sharon could have concentrated more of her energy on helping customers and making sales.

Workflow is often constrained by arbitrary rules. Although there might be some benefit to creating incentives for closing deals, they must be weighed against potential drawbacks. Corporate programs for rewarding employees are generally not strategic, but tactical. If anyone knows the best way to generate leads, work with customers, deliver results and provide exceptional support, it is not the sales program but the sales people who will do so.  Empowering individuals with the responsibility and authority to handle such tactical issues will avoid stressful events like those outlined above.

Slaughter Development helps organizations review current workflow, redesign business processes and implement key changes. These are not strategic challenges. If you are ready to talk about working smarter, reach out and contact us today!

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