There is one asset that I feel is being under motivated presently at most stores – the salesperson. Ask yourself, does my sales staff have a leader? Don’t confuse a sales leader with a sales manager. These are very different tasks. It’s the primary responsibility of most sales managers to oversee the execution of their staff. Typical duties include coordinating staff schedules, assisting with estimates, receiving customer concerns, etc. Nearly every company has someone executing these tasks. Just make sure that you’re not confusing management with leadership. I have seen very competent sales managers who would have trouble leading their staffs outside during a fire drill! It is similar to being an assistant coach versus being a head coach – two very different roles.
Just as it is the head coach’s responsibility to be the emotional leader of his team, it is your responsibility to be the leader of yours. You must set an example of the performance that is expected. You must clearly convey what the business’ belief system is. When an employee, particularly a new hire, wants to know how to conduct themselves, they shouldn’t need to ask. They should be able to gather all of the information that they need merely by observing your attitude and actions.
Staff members need you to create an atmosphere in which they can be successful. You must encourage continual training efforts and support their involvement in civic affairs. Give them as bright, and up to date, showroom as your resources will allow. Take an interest in their daily activity. Encourage small successes in the hope that they will mature into larger ones. In short, try to catch them doing something right! Make sure that they know that you are expecting them to succeed – not waiting for them to fail.
Customers still want to do business with enthusiastic and competent people. Always have – always will. As national chains continue to look for ways to reduce service levels, your firms chance to shine will be greater than ever if you will just take the lead and motivate your main messenger – the salesperson.
Tom Jennings
