A great follow-up to When a Sales Leader Should Join a Sales Call article is this: Never step into an account without your sales executive’s involvement. There is nothing more undermining to that sales executive, especially in the client’s eye, than for you to do an end-run around them. The message this sends to your client is that you don’t believe in the sales executive or that the client is more important that they probably are. This also opens the door for them to maintain a direct line of contact to you and if you are doing your job right, you don’t really have time for that.
When you fly in to save the day you are:
- Entering a time-sucking cycle of responding to customer satisfaction issues
- Flying in, mudding up the waters and then having to fly out to the next fire leaving the sales executive to clean up a bigger mess than when you involved yourself
- Wasting time relaying information back to the sales executive
- Causing the sales executive to miss key points should you forget to communicate something (and you will)
- Unable to remain emotionally detached from the client should you need to fire them
The only exception to this would be if the client is in-between representation because at that point there is no sales executive to undermine. Always approach your involvement with a tag-team approach to avoid these down falls. Doing so will also provide you with coaching opportunities either directly or as a result of the sales executive observing your interaction with the client as well as your thought process.
More Actionable Advice:
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