Sales Management: 6 Steps to Refocus Complainers and Improve Morale
Complainers can negatively impact Team Performance…• …Complainers suck the
positive energy out of a team and morale can go down in a flash.
Here are 6 Strategies that You as the Manager should take:
• These will help you to refocus Chronic Complainers and improve morale
1. Let them Vent!
• Let them tell you everything that is wrong with the job.
• Write their complaints down on a Whiteboard.
• Ask to prioritize their issues.
• Let them know that you will work with them to resolve the problem to the best of your ability.
2. Create Task Forces....• Select the top 2-3 issues and create task forces
to address them.
• A Task Force should have 3-5 group members.
• Give the Complainer a Leadership Role.
• Brainstorm, and build a plan around the viable solutions.
• Present the viable solutions to your Executive team.
3. Communicate with Your Team
• Tell your team to bring their complaints and solutions to you.
• Show that you are willing to work with them to improve their job satisfaction.
4. Create a Solutions Board• Set up a White Board in the Team Area.
• Team Members can use the White Board to outline issues and their ideas for solutions.
• Meet your team once a week, at the White Board, for review.
• Create a plan or build Task Forces to solve new issues.
5. Seek HR Support to Build Morale
• Personal complaints need HR Support.
• Work with HR to develop with Team Building Exercises to rebuild morale.
• Set an example of respect and expect all team members to set the same example.
6. Hold a Team Appreciation Day• Get a Thank You Card for each Team Member.
• Have each person write a positive statement, about that person, on the associated Thank You Card. Team members should do this exercise for each of their colleagues.
• Team Members will see how much they are appreciated, once they receive their cards.
What if the Complainer is an Under-Performer?
• Take time to provide additional training and support.
• Have them outline areas where they need help.
• Good Sales Management means realizing that Complainers may need more attention.
• Their Complaints will decrease as their performance increases.
Bottom Line: • We‘re all in this together.
• If you don’t make your complainers wrong, and give them opportunities to find solutions, your complainers will feel valued and see fewer reasons to complain.
• Value your team and they will value you and the job!
• For the full article, see http://www.somametrics.com/sales-management-how-to-refocus-complainers/
12
About the Author• Alicia Assefa has over 25 years of Telebusiness and Sales Management
experience.
• Her experience at over 50 companies (including CA, Oracle Corporation, Informix Software, Granicus and Blaze Software, to name a few) has helped her to create a set of field tested best practices that massively ramp sales funnel and revenue.
• Alicia is the Chief Operating Officer at SOMAmetrics, a business consultancy practice that provides effective Inside Sales and Teleprospecting Services.
• If you would like to ask Alicia a question about Inside Sales or Teleprospecting email her [email protected] or visit www.somametrics.com
