Question

Featured Case: Sheild Financial: "A Customer Request"

All Doug Bloom could think was, "Why me?" doug, sales manager for Shielf in Des Moines, ha just received the kind of phone call no manager wants - one that pits his salesperson against a customer. The call was from Stella Burns, the new HR manager for Stateline International, the fifth-largest account in the Des Moines area. Burns explained that, although she is happy with Shield's products and pricing, she is uncomfortable with Cathie Simon, the salesperson handling the Stateline account. She finds Simon too informal, too concerned about when they can meet for luch, a glad-handler who talks far too much and wastes time. Burns asked Bloom to transfer the Stateline account to a salesperson with a more "professional" demeanor, who strictly discussed business problems and solutions. And she wants to meet with that new person in a week, at which time she'd like to discuss some new risk issues. Doug's knee-jerk reaction is that in such a situation he has to comply with an important customer's wishes. At least he knows which salesperson to give the account to: Ray Harley, who fits Burn's request perfectly. Ray has developed nicely and has also enthusiastically embraced the new programs Doug has introduced to the office. The problem is, how does he tell Cathie that he has to take her off her largest account?

1) Should Doug acquiesce to a customer's request to change salespeople?

2) What are the potential problems with moving Simon from this account?

3) Assuming you decide to move Simon, how would you present the move to her?

4) What alternatives besides moving Simon from the account should be considered?

Answer 1

Answer: (1) Yes, Doug needs to adhere to the customer’s request to change the salesperson looking into the size of the customer account which the company cannot afford to lose.

(2) The potential problems which may arise because of shifting Simon are that Simon will get de motivated and the new sales person may take some time for adjusting with the new client and understanding the client’s need.

(3) It is important to highlight Simon about the cause which ultimately resulted in moving her and at the same time to ensure that she is not de motivated. Therefore in this situation she should be told that company wants to reduce burden on her and highlight the improvement areas for her in future.

(4) Another alternative than moving Simon is to directly talk to her about the situation and then guide her to improve her performance by giving another chance to her. Burns should be taken into confidence about this move.