02.24.15
I Never Call My Rep
“I never call my rep. I just call his manager for pricing. I go straight to the top.??? Those are the words of a flooring dealer. That statement could imply a few things
The dealer has no confidence in his rep.
There is no relationship between the dealer or rep.
There is a previous relationship with the manager and the dealer that the rep has not yet built.
The manager overrides whatever answer the rep gives and defers to the dealer.
As managers it can be difficult to let go and tell the customer that their rep is the quickest and most effective link to getting answers. A manager may enjoy the contact or it may add hours to an already hectic day because the manager is now doing two jobs instead of having a rep that could respond. The manager who teaches their rep how to build the relationship with the dealer and gives them the flexibility and knowledge of how to price or handle certain issues will be in a better position to grow the business and have a more productive day.
It is easy to get in the mode of solving a problem instead of teaching our employees how to solve and think through the situation. In the long run, it is better for us and the company because everything does not stop until one person responds.
Regards,
Brian
