Success Depends on Your Perspective

Jared comes to me with a look on his face that is half perplexity, half anger and all irritation.  He has just had a run-in with a department head within our organization.

“You’ve got to have a talk with her, Tim” he says between clenched teeth.

“What would you like me to talk with her about,” I ask a little too cheerfully.

“Why she won’t do her job.  Why everything is such a hassle with her.  Why she doesn’t understand that the work I am asking her to do is necessary and important and dictated by the customer.”

I keep my sigh bottled up inside and feel another gray hair forcing its way out of my scalp in exchange.  Jared does have a point.  He is in sales and when he writes an order a slew of action works it way throughout the organization with various departments needing to execute flawlessly in order for the client to receive that which they bought.

On the other hand, I am sure that when I go to speak to the department head with whom he has a conflict I’m going to hear a different story.  So, I go and ask,

“Hey, what’s going on between you and Jared?”

“Jared?  Oh, the problem with him and about half the sales staff is they don’t follow rules.  They completely disregard our procedures, tell customers whatever they think will help them make the sale and come in here with an attitude on top of it all.”

“I’m sorry he’s acting that way.  I hear his gall bladder has been acting up again.  Look, if I promise not to make him Sales Person of the Month, can you take care of the rest so that we can get this order on the books?”

“Will you make him wear a dunce hat?”

“Is it absolutely necessary?”

“I guess not.  But, I’m not doing it for Jared, I’m doing it for you and the company.”

There’s a reason why this happens in most companies.  The people hired to do sales are very different from those who are hired to do bookkeeping or fulfillment or customer service.  The majority of sellers believe that the rules generally don’t apply to them or, at least, don’t apply to every situation.  Obstacles to their success are stepping stones or hurdles and they treat them all the same regardless of their origination.

But, those who seek out jobs in the business department or human resources or administration do not usually share those values.  These folks believe that rules are put in place for a very good reason and that “fair” means “equal” and that applies to enforcement of policies and deadlines.

Conflicts are not only likely – they are nearly impossible to avoid.  Nearly impossible, however, does not mean impossible and it is that sliver of hope that must motivate all sales managers to seek harmony within the organization.  Here is how to get sellers to reduce their inter-departmental conflicts:

1) Explain to sales people that they have two sets of customers.  One is the customer who buys the products and the other is the internal workers that make it possible to earn a commission.  Make sure that internal customer satisfaction scores count towards their overall ranking.

2) Implement an internal evaluation process where the support staff in each department ranks the sellers every month for efficiency, effectiveness and general, all-around goodness.  Let one department per month come to a sales meeting and present an award to the highest ranking seller in their eyes.  Give those departments some money so they can pay for the award and take the best seller to lunch.

3) Take 15 minutes out of one sales meeting per month to brainstorm ways for the sellers to demonstrate their love of the support and administrative staffs.  Make sure that everyone takes action on at least one idea.

4) Meet with the other department heads once per month to discuss procedural solutions to the most common conflicts.

5) Don’t get overly worked up about minor conflicts.  People who are very different from each other and find success at work in very different ways are going to have the occasional conflict.  Work towards solutions and don’t expect those that have a natural conflict to become best friends.

The bottom line is that people all come to work for their own reasons.  Success at work depends on your position, your duties and your perspective.  Help your sellers keep that in mind.

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