how to rescue an underperforming sales rep · how to rescue an underperforming sales rep ..... p.10...

The Manager operaTing as an island: Collaboration, not isolation, promotes greater productivity in the workplace.

For dental sales professionals January, 2012

GreatExpectationshow to rescue an underperforming sales rep

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www.firstimpressionsmag.com : First Impressions : January 2012 : 3

january 12content

A mission of mercy ..........................................................................p.4

Quick BytesFirst Impressions will profile the latest developments in software and gadgets that reps can use for work and play. .......................p.8

Great ExpectationsHow to rescue an underperforming sales rep .................................................p.10

WindshieldTime .......................................................................................p.16

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Comparing company norms and top producer averages to those who are not meeting expectations will expose areas for improvement.

4 : January 2012 : First Impressions : www.firstimpressionsmag.com

distribution

“It was pretty special to look over at the central supply station and see a Patterson rep sitting next to a Benco equipment manager, sitting next to the president of Atlanta Dental – all of them working fast and furiously enough to have sweat on their brow,” says Clayton Davis, DMD, Duluth, Ga., who was co-lead for setup and tear-down for the event (and a First Impressions editorial advisory board member).

Held in August, GMOM provided free dental care to 2,179 people suffering from oral disease

and pain. Of more than 1,500 volunteers on hand, 900 were dental volunteers, including 300 dentists, providing clean-ings, fillings, extractions, limited root canal therapy, and lab pro-cedures valued at $1.5 million. It was one of several statewide free-dental-care events held this past summer, but it might have been the largest, earning na-tional TV news coverage.

“People began waiting in line for the clinic 18 hours be-fore it opened,” explains Davis. “We heard so many stories of hardship, and received so many heartfelt thanks from patients. For some patients, the relief of pain was so welcomed. For

those who had many bad teeth extracted and dentures made on site (71 of them), it was life-changing. We had about 20 dental lab techs working in a makeshift lab round the clock.” Da-vis’s wife, Julia, was the GMOM food and bever-age lead, while their daughter, Kathleen, who just graduated from nursing school, worked in the medical triage center during the event. (Medi-cal triage is responsible for medical screening of patients prior to treatment.)

A mission of mercy

Caring for people has a way of bringing people together – not just those receiving the care, but those providing it. So it was at this summer’s Georgia Dental Association Mission of Mercy (GMOM for short) in suburban Atlanta.

Gary Kirkus and Ginny Ellison


distribution

100 operatories Setup in and around the 20,000-square-foot audito-rium of the First Baptist Church of Woodstock began two days before the first patients were seen, explains Gary Kirkus, president, Atlanta Dental. To accommo-date the 100 operatories, volunteers had to set up plumbing, piping, vacuum and air. Portable chairs and units had to be set up as well.

Supplies from donating com-panies – including competing distributors – were shipped to At-lanta Dental, which was respon-sible for storing and staging it for delivery to the church. At the church, a supply closet was set up. “Those who are knowledgeable about supplies [were] there to re-ceive them and separate them by category or type of treatment,” ex-plains Tom Richardson, vice presi-dent of sales and marketing. For its part, Atlanta Dental sent 19 em-ployees to GMOM.

“The dealer reps were well-rep-resented, coming through with sup-plies and technical support,” explains Davis. “I even saw a few of them put-ting on mask and gown and filling in as chairside dental assistants.

“When we got a little low on gloves, Atlanta Dental would run someone out to their warehouse and bring back a load,” he says. “Tony at Benco made a run to restock us with anesthetic, and Schein kept bringing in more dry goods and an-tiseptic wipes.”

An important part of GMOM – as for all large-scale charity care events – is the equipment. “If things break down, you lose the opportunity to care for people,” says Kirkus. At the 2010 “Dental Access Days” sponsored by the South Carolina Dental Society, Atlanta Dental sent three techs to set up equipment, take it down and

repair it when needed. The com-pany’s service manager, Tom Clem-ents, was involved in GMOM board meetings to help make sure GMOM heeded the lessons learned from other charity events.

“I personally would have been at a loss as chair of setting the clin-ic up, keeping it running, and tear-ing it down, if the service techs had not been there to assure we always had power, air, water and vacuum,” says Davis.

stories toldThe stories that Davis heard made the whole thing worthwhile, he says. One woman had stood in line for 20 hours by the time she was treated. “She thanked everybody,” he says. “And she said, ‘I waited a long time, but as I did, I realized, all I had to do was stand here, but the doctors [and other volunteers] were working hard the whole time.” He heard plenty of stories of people who had worked for 20 or 25 years, then lost their jobs and insurance. “They never thought they’d be in this situation.”

And he met people who were too embarrassed to even go on

job interviews, given the condition of their teeth. “Overnight, they get dentures they never could have afforded otherwise. It totally changed the way they felt about themselves, gave them an ability to smile and be out in public.” Fi

To CommEnT on ThIS arTIClE------------------------------click here

For information on Missions of Mercy, visit the america’s dentists

Care Foundation at www.adcfmom.org.

“When we got a little low

on gloves, atlanta dental

would run someone

out to their warehouse and bring

back a load.”– Clayton davis, dMd, duluth, ga.

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editor’s note: Technology is playing an increasing role in the day-to-day business of sales reps. In this department, First Impressions will profile the latest developments in software and gadgets that reps can use for work and play.

Jobs detectiveJobs Detective announced the launch of its new app, available for iPhone, iPad and iPod Touch. The app is said to offer users a way of searching for jobs from the site on their mobile devices. Users are able to save jobs that interest them for future reference and set up alerts to keep up to date. The site also has a Multiapply cart, which allows users to add any jobs that interest them to their cart while browsing the site. Once they are ready, users can send their CV and cover letter to multiple prospective employers. The Jobs Detective app is available for free from the iTunes store.

Backup for ipad 2iPad 2 Transfer is said to be able to back up iPad 2 music, movies, pictures, TV shows, podcasts, iTunes U, eBooks, Camera Rolls, voice memos and camera shots to your computer, and import local music, videos, ePub, PDFs and images to iPad 2, according to the manufacturer. Users can export their iPad 2 files to iTunes directly. iPad 2 Transfer is also said to convert DVD/video files to iPad 2-compatible video and audio formats, including iPhone M4R ringtone format. The iPad 2 Transfer is said to support almost all models of iPod, iPhone and iPad.

portable lightingPop-up MicroLites, developed by MicroLite Tech, are nickel-sized lighting devices that are designed to provide hands-free illumination of locks, dashboards,

purses, computer ports, etc. They are said to attach to almost anything, including plastic, metal, wood, leather and cloth. The current version attaches adhe-sively, but a magnetic version will soon be available. Suggested retail price is under $10.

Twitter shout-outInboxQ released a mobile version of its free web ser-

vice that searches Twitter for real “answerable questions” and the knowledgeable

individuals who are most likely to answer them. The app is available

on iPhone. The InboxQ app for iPhone has the same features as the web-based app, allow-ing individuals with ques-tions to find the best person to ask on Twitter, while simul-taneously enabling business-

es or others with knowledge to find questions they want to

answer. The mobile app auto-matically syncs directly to a user’s

account, allowing him or her to access pre-existing queries and campaigns that were

created on the InboxQ browser extension or website.

Technology for the disabledThe M-Enabling Summit 2011 was scheduled to bring together leaders in global mobile accessibility in Washington, D.C., Dec. 5-6. The Summit’s Inaugural Briefing Session, hosted by the FCC, was to cover the latest legislative and regulatory steps taken by the United States and other countries on mobile accessi-bility. “More than 5.4 billion mobile phones are in ser-

www.firstimpressionsmag.com : First Impressions : January 2012 : 9

vice today while, according to the latest WHO-World Bank Report on Disability, 1 billion persons live with disabilities – 54 million in the United States alone – including a large proportion of seniors,” said confer-ence co-organizer Axel Leblois, Executive Director of G3ict. The event was to be presented by the Global Initiative for Inclusive Information and Communica-tion Technologies (G3ict) and E.J. Krause & Associ-ates (EJK), in cooperation with the ITU -- International Telecommunication Union and the FCC.

Font of knowledgeAmaze your customers with your worldly knowledge. Encyclopedia Brittanica was set to launch an iPad app containing its entire content for $2 a month, or $24 a year (vs. $70 a year for the Web version and about $1,400 for the print version), according to the Wall Street Journal. People who pay for the Web version also get access to the iPad app at no extra cost. The app features a “link map,” which generates a spider-web of icons representing other articles related to the one the reader is looking at. The Wall Street Journal reports that the most glaring omission is the lack of links to related sources outside the encyclopedia. There are also no videos in the app. Nor can users print articles from the app, though Britannica says it plans to add printing and the abil-ity to post references to articles to social networks.

Using Wi-Fi securelySurfing on the Web at the Starbucks? While you surf, someone with the right software and equipment could snatch your private information from the air-waves, potentially reading e-mails to your boss or col-lecting the pictures you post to Facebook, points out the New York Times. It could get worse, as evil-doers can use your home Wi-Fi network to commit crimes. The Wi-Fi Alliance offers these tips to keep your data private and your home network creep-free. Turn on the security that comes with your home router. Check

your device manual for directions on how to activate this security technology. Set up a strong network pass-word. (Wi-Fi Alliance recommends using a password that’s at least eight characters long and includes a mix-ture of uppercase and lowercase letters, along with a couple of symbols or numbers.) Use websites that encrypt your traffic. (Encryption is occurring if you see HTTPS in the address bar.) Use VPN (virtual private net-work) technology to encrypt your activity. If you travel a lot and must transmit sensitive data over public Wi-Fi networks, it’s wise to use virtual private network soft-ware, which creates an encrypted tunnel for your data to flow through the Internet.

Technology editor likes dropboxThough not a new technology, Dropbox got a rave review in the New York Times recently. Dropbox is said to make all your files available to you from any com-puter or phone. From the company’s website: “It’s as

easy as adding any file to your Dropbox folder. You can start working at the office and finish from home without ever needing to think about where your files are – they are always with you. Joining Dropbox is easy: installing the Dropbox software (free for Win-dows, Mac and Linux) creates a special folder on your computer. Anything you add to this Dropbox folder will automatically save to all your computers and to the Dropbox website. You can also invite people to share any folder in your Dropbox. Dropbox offers 2GB of space for free, enough for thousands of documents or hundreds of large photos, and you can upgrade to a Pro account with up to 100GB. Fi

if you travel a lot and must transmit sensitive data over public Wi-Fi networks, it’s wise to use virtual private network software, which creates an encrypted tunnel for your data to flow through the internet.


GreatExpectations

how to rescue an underperforming sales rep

almost every sales orga-

nization has at least one

underperforming sales rep.

Identifying the root cause

of the problem can be frustrating since

salespeople are quick to offer up excuses

or explanations that are not the real

issue. For example, reps will use ‘a bad

economy’ to justify sluggish sales. Yet,

top producers in the company are enjoy-

ing growth and exceeding sales quotas.

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Great Expectations

Since it is difficult to uncover the reasons and remedy for poor performance, you might be tempt-ed to ignore the situation. However, you might change your mind when you consider how much is at stake by tolerating an under-producing sales rep.

Dr. Christopher Croner and Richard Abraham, au-thors of Never Hire a Bad Salesperson Again, present a cost analysis related to a bad sales hire or under pro-ducing rep. According to the authors, the typical cost of an underperforming sales representative is about $120,000 per year – a big loss for any organization.

There are a variety of rea-sons sales reps fail to reach their sales goals. The first step is to evaluate the cause of the problem. Unfortunately, this is not always easy to do – mainly because underperformers usu-ally have earned their place at the bottom of the sales roster for several reasons. Consider the following common causes and practical remedies to coach your underperformers out of the red zone.

lack of time and effort. We have all heard that ‘sell-ing is a numbers game.’ If you reduce selling down to its simplest elements, sales success can be translated to a simple math equation: More presentations = more sales.

The opposite is true, as well. Underperforming sales reps are likely not putting in enough selling time required to achieve the results expected. Less effort equals lower results.

You identify this problem and usually its resolution by analyzing company call reports. Comparing com-pany norms and top producer averages to those who are not meeting expectations will expose areas for im-provement. This assumes the report data is accurate. Usually deeper investigation will expose inconsisten-cies or match up with report data. Be sure to review reports with reps to gain a full picture of the situation.

poor role awareness. Sometimes poor performance is an indication that an employee does not under-stand job expectations. Today’s lean organizational structures require that all employees wear multiple hats or roles. For example, some companies expect sales reps to double as collections representatives by tracking down delinquent customer payments. Oth-er companies expect sales reps to serve as technical support or customer service representatives. Each of these additional roles takes away from selling.

In addition, sometimes sales managers assign special projects or secondary re-sponsibilities that may be under-mining core objectives. A review of priorities and projects pend-ing may expose activities that are distracting or diluting a reps’ selling efforts.

lack of skills. Most sales reps are hired based on their track record from a previous employer. Yet, the skills required by one company are not necessarily the talents needed for success with another. For ex-ample, the priorities of a distribu-

tor sales rep can be considerably different than those representing manufacturers. In addition, reps who in-herit large territories when they have managed mostly smaller ones may have the time or territory manage-ment skills necessary for the new responsibility.

It takes a wide variety of technical, sales, commu-nication and interpersonal skills to achieve success in sales. A lack of performance can sometimes be due to a lack of skills required by the job. In fact, after 40 years of research with over 20,000 corporate clients, Herb Greenberg, Harold Weinstein and Patrick Swee-ney discovered that 55 percent of salespeople did not have the critical sales talent to be successful. Another 20 to 25 percent of salespeople possessed the com-petence for sales, but their skills indicated they would be more effective selling a different product or ser-vice to best capitalize on their strengths.

Comparing company norms

and top producer averages to

those who are not meeting

expectations will expose areas for

improvement.

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loss in focus. Typically salespeople are good at oper-ating independently with little management supervi-sion. Top producers are excellent at maintaining focus

on the priorities that will lead to achieving the results expected. However, underperforming reps may have lost focus on key priorities.

Sometimes managers can quickly get reps back on track by helping them prioritize and refocus on the activities and efforts that drive results. This can be achieved by a brief weekly meeting to review goals, priorities and accomplishments. It is impor-tant to guide without active micromanaging, as this will often demotivate or create overdependency on you and your guidance.

lack of training. Sometimes a lack in performance can be due to insufficient training. Managers make some big assumptions when they hire new employ-ees. They expect that the skills required to achieve success with one company are the same as another. Differences in company culture and performance ex-pectations alone demand specific skills that may be underdeveloped or nonexistent by new hires. Differ-ences in market status can require different skills. A rep working for a company with dominant market

share requires different skills to sell as compared to a company that is emerging in popularity and repute.

Addressing underperformance with training might sound like a quick fix, but it isn’t always so easy. Often, managers will send an underperform-ing rep to receive additional product training and expect this to improve performance. The key to get-ting this training to ‘stick’ is to provide additional coaching and real time feedback through in field co-travel. This is a critical, but often skipped, com-ponent of upgrading skills and improving perfor-mance after training.

ineffective management support. Another rea-son for underperformance is due to poor manage-ment or a lack of leadership among supervisors. The old adage, “People don’t leave companies, they leave bosses!” is true. A variety of performance-re-lated issues including turnover and underachieve-ment can be explained by a few common mistakes made by managers:

• Poor communication » Over involvement or micro manager» Fails to set expectations» Lack of regular communication

• Lack of availability» Difficult to obtain one-on-one time» Manager is distracted, hurried or detached

• Overly critical and judgmental» Routinely criticizes performance » Rarely acknowledges effort

or accomplishments » Compares reps to self or others without

recommendations for improvement

Reps who are not meeting expectations come at a big price for you, your company and your custom-ers. Uncover the real root of underperformance as you are better equipped to resolve and restore rep-resentatives to reach their potential. Fi


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WindshieldtimeChances are you spend a lot of time in your car. Here’s some automotive-related news that might help you appreciate your home-away-from-home a little more.

Making the test drive a real testTaking that car of your dreams for a test drive? AAA recommends the following test-driving tips. Before you get in, take a walk around the car. Is it the right size for you? Open and close the tailgate or trunk. Does it sound solid? Then ask the salesperson to take you for a preliminary test drive, so you can focus on the ride without the distraction of driving. Sit in the back. Is it comfortable? Once you get in the driver’s seat, check legroom and visibility. Are the controls easy to read and reach? When driving, pick a route that mir-rors your daily driving routine. While driving, take note of the engine’s responsiveness, smoothness of the transmission and steering responsiveness. Brake both softly and decisively to gain an accurate idea of the car’s stopping distance. Then, at various speeds, listen for excessive engine, road or wind noise.

a total lossAuto insurance claimants who incur a total vehicle loss are notably less satisfied with the claims experience than are claimants who incur a repairable vehicle claim, according to the J.D. Power and Associates 2011 U.S. Auto Claims Satisfaction Study. Satisfaction averages 811 on a 1,000-point scale among claimants with a total loss – 42 points lower than among those whose vehicle is repaired. This gap is largely due to a lack of satisfaction with the settlement among total loss claimants, with approximately one-half of these claimants citing the settlement they received wasn’t enough to replace their totaled vehicle with a similar make/model vehicle. At the top of the list in terms of customer satisfaction was Auto-Owners Insurance, followed by (in descending order) State Farm, Amica Mutual, American Family, The Hartford and Country. The study was based on more than 11,500 responses from auto insurance customers who filed a claim within the past 12 months.

drowsy driver alertsFord Motor Co. is introducing new lane-keeping tech-nologies, including a system that can help detect drowsy drivers, in early 2012 on the Ford Explorer. The technology’s Driver Alert System monitors the vehicle’s lane position and can notify a driver of signs of inattentiveness with a coffee cup warning light on the dashboard instrument cluster. The Lane Keep-ing Alert function warns the driver by vibrating the steering wheel and sounding a warning chime, while the Lane Keeping Aid function warns the driver by applying torque at the steering wheel to direct the vehicle back into the lane. The system uses a small forward-facing camera mounted on the windshield behind the rearview mirror, and is able to identify lane markings on both sides of the vehicle. More than 40 percent of Americans say they have fallen asleep or nodded off while driving, said Ford, citing a survey conducted by the AAA Foundation for Traffic Safety.

The sound of moneyForget the sound of silence. Listen to the squeaks, whirs and flaps if you really want to get an idea of what’s going on with your car, say the editors at sho-pautoweek.com. Squeaks under the hood are usually drive-belt-related and in many cases are caused by a weak automatic belt-tensioning device. Squeaks in the suspension, heard when going over bumps or turning, can be difficult to isolate but often are caused by rub-ber/metal interference and are fairly inexpensive to re-solve. Grinding is bad, and usually expensive to fix. It’s caused when two metal pieces that are not designed to be in contact – such as brakes, wheel bearings or broken suspension components – are now rubbing against each other. Screeching and/or flapping? If the

Continued »»

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WindshieldtimeChances are you spend a lot of time in your car. Here’s some automotive-related news that might help you appreciate your home-away-from-home a little more.


sound comes from under the hood with the engine running, it could be a fraying belt or possibly a bad idler pulley or a pending water-pump failure. If one of those items fails completely, you might lose power steering and brake boosting, which could make the vehicle hard to steer and stop, or the charging system might no longer charge and the water pump may not pump. You could be stranded, or engine damage could result from overheating.

sunny daysThirty-one percent of vehicles are bought with a sun-roof today, while a decade ago, only about 20 percent had one, according to wardsauto.com. Huge double sunroofs are growing more popular, according to an article in the New York Times. They offer a view of the sky that attracts about as many car buyers as those who get navigation units, at a cost roughly equivalent to the $1,500 that is the car salesman’s rule of thumb for leather seats. New types of glass have helped make the trend possible. Today’s glass is treated to filter out ultraviolet and reduce heat load, lowering the demand on air-conditioning systems. Passenger vehicles must meet federal safety standards, no matter what type of roof. Panoramic roofs have also fared well in indepen-dent tests. “We have tested a couple of vehicles with panoramic-style sunroofs,” Russ Rader, vice president for communications of the Insurance Institute of High-way Safety, said. “There is no indication that these roof designs aren’t as strong as roofs without them.”

Ford quality?In recent years, Ford has been a model of American reliability. The brand ranked 10th in Consumer Reports’ predicted reliability ranking last year and competed well with Japanese makes. In 2011, however, the Ford brand slipped 10 spots, to 20th out of 28 makes. That was the biggest drop for any major nameplate, accord-ing to Consumer Reports’ 2011 Annual Auto Survey, which is based on subscribers’ experiences with 1.3 mil-lion vehicles. What changed? Three new or redesigned models – the Explorer, Fiesta, and Focus – had below-average reliability in their first year, according to the editors. “We have often found that new or revamped models have more problems in their first year than in subsequent model years,” said the magazine. “Ford’s problems underscore our advice to hold off buying a new car in its first year.” Other highlights from the Con-sumer Reports survey: 1) As Ford’s star fell, Chrysler’s rose. Jeep moved up seven spots to become the most reliable domestic brand, and all its models for which Consumer Reports had sufficient data scored average in predicted reliability. Chrysler and Dodge moved up 12 and three spots in ranking, respectively. 2) Japanese brands dominated the survey’s upper echelons and took the top nine spots. They were led by Scion, Lexus, Acura, Mazda, Honda and Toyota. 3) Jaguar, Porsche, and Audi were at the bottom among brands for which Consumer Reports had sufficient data. 4) Many hybrids proved extremely reliable. The top two models in the survey were the Lexus CT 200h and Honda CR-Z. The Toyota Prius was among the top models, rebounding from brake problems that plagued the current design. 5) Family sedans held up well overall and were led by the Ford Fusion Hybrid. In contrast, only one minivan made that cut: The front wheel-drive Toyota Sienna was average. Fi

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