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/

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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 atalicia@somametrics.com or visit www.somametrics.com