Reps and Breaking Ties

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Damn she is more hotter than Denise Austin. Not many fitenss woman could ever match the hottness that Denise Austin had. This Czech woman is above that.

I've found out that if you are nice, polite and try to be usnrentadding, they will help you as much as they can. But some reps are just rude and don't care. Perfect example, I was mistakenly charged three times for my Sirius XM subscription (I love you guys, but paying $525 a year is a little steep). I tried being polite with the rep but she refused to help me and said that since I was already billed, they can't issue refunds or even credit my account. I was stuck with a $525 subscription charge for one year. I raised my voice and expressed my frustration, but she just kept saying there is nothing that can be done. I requested to talk to a manager which in turn, she hung up on me. I called back again and got somebody else. I tried being polite and usnrentadding surprisingly, it paid off. This guy went up and beyond on getting me credited AND discounted my year subscription for my troubles.I've seen both sides backfire. I think it all depends on who you get. If you get an incompetent person, nice or mean, you're not going to get anything accomplished.

You never considered that a rep could add value to the transaction? Change industries, quickly!

Thanks for your comments Mike. I think that the really good reps, reps that realize that actually servicing their accounts and doing the mundane things necessary for their dealers to optimize the line (pulling swatches, checking in with the dealer's warehouse, inspecting defective merchandise in the customer's home, checking floor samples, working with and training sales associates, continually updating and informing the dealer about new occurances, and the myriad of other things that a rep should do) is every bit as crucial to success as writing an order. It is far more long term. I have found that frequently the best reps view what they do as a career and profession while the less effective ones see it as just a job.

Jim
Thanks for an insightful post. I have found that over a period of time the good reps get good lines because they help make them that way. A good rep rarely stays with a line that as you said offers substandard products because it will damage his reputation and long term he won't make any money. There is no sense to sell a product one time and be done.

Your post reminded me of an interview I conducted with Kevin Sauder that you may want to listen to for your book. This gives a manufacturer's perspective on good reps. In my furniture today blog have taken the liberty of providing a synopsis of the interview as well as the link on my website where I have had it posted for you to listen to.

Thanks for the post, Mike

Great comments, Jeff. I can't disagree with any of it. Problem is, many but definitely not all reps think this way.

Good discussion here, refreshing to see. So I am going to add my .02 as well.

Good reps and good lines go hand in hand, the good factories hire the good reps and the good reps seek out the good factories. Anything outside of this equation is sorted out on both sides. Since ultimately reputation is key in our industry.

Recently I resigned a line due to issues that on the surface most would think was the reps fault, but in reality was not. In this case communication between the factory and me was lacking therefore putting my reputation on the line. Compounding this was the factories poor shipping time of the program, again poorly communicated. Sadly, when added together all of this equaled out to a vote of no confidence in me when asked for a reference. Making the situation worse is that this happened with a Top 100 account in my area which I only have 4 to speak of. And we all know that in this time doing business with the Top 100 channel is key.

So before we all blame the reps, lets remember that often communication from the factory to the rep is key as well. Just like being proactive to seek out up to date information on the reps part is important. Further, to Jim's comment, regarding training, I have yet to have a manufacturer make it mandatory to learn the line before starting I am just supposed to go out there and succeed. I have personally taken the time to do so on my part and have done well as a result of this.

When it comes to value added, if solely answering my phone after 5PM makes me value added than I should win an award. Let's remember that a busy rep should not be waiting by the phone for each and every phone call, in most cases calls go to VM simply because I am with someone else, and I will not take a call only to hold up the person I am with that would be rude and disrespectful to the person in front of me.

Value added to me does mean knowing the line but helping the retailer sell it, flow the goods, and make the most money for them possible wether it be through better merchandising, close ratios, advertising or promotions. All of this is part of my day, every day.

Another great post. Before the naysaying protagonists genuflect...I do not know Jim...and have nada to gain from letting him know his blogs are useful (to me). On the subject of reps...good ones are very difficult to find, Last year I added approx 11 indies and at this point have retained but one. What does he offer the others did not? A strong work ehtic, excellent time mgmt skills, and the ability to identify who may mutually benefit by a relationship with my company and what we deliver. In a region where I have never returned without 1 to 2 new accounts every trip, between 10-11 guys wrote orders for two stores in total during 6 mos. I am not a super-rep...by any means...but I am amazed at the dearth of cold call talent out there. I am at a loss as to why...so I will do it myself.

the amini latest pop up ad is the worst ever,so in your face and who wants to hear this every time you open up the web site,drop this junk its the worst.

Tom:
Thank you for your very cogent response. The "head in the sand" type remark is just so unnecessary and actually takes away from the viewpoint. As to your point, in my view if all reps were conscientious, hard working, effective, and just good at their jobs, I couldn't agree more...it should be a given and not worth discussing. Unfortunately, ALL reps are just not in this category, and consequently all reps are not value added. I believe those that are, are highly valued, at least my research indicates they are (interviews with retailers on the subject).I believe part of the problem, doesn't even lie with reps, themselves. Many manufacturer/wholesalers that use representatives do a fair job teaching reps about their companies and their products. Most, however, pay little or no attention, to training reps on how to be reps, and ways to be more effective. If you think about it, a rep just starting out that has not been trained to do the job for which, he or she was hired, and is expected to learn by trial and error, may 1. Never get it, 2. Get it wrong, or 3. Make a lot of mistakes.

How many reps answer their phones after 5 and or weekends? Are problem solvers vs forwarding them to customer service? Know their line(s)? Are a meaningful addition to the program?

Ask the retailers/mfgs and you will be saddened by the low numbers. This is part of the reason why this industry continues to struggle.

How many reps answer their phones after 5 and or weekends? Are problem solvers vs forwarding them to customer service? Know their line(s)? Are a meaningful addition to the program?

Ask the retailers/mfgs and you will be saddened by the low numbers. This is part of the reason why this industry continues to struggle.

Jim
My intent was not to be rude or insult you, but to show that rep.'s aren't appreciated for the value they do add. Your blog tried to point this out. My point is why isn't this a given and why do we even have to discuss it.

Jim
My intent was not to be rude or insult you, but to show that rep.'s aren't appreciated for the value they do add. Your blog tried to point this out. My point is why isn't this a given and why do we even have to discuss it.

some reps have the package and stores must buy from them if they want the goods.not all reps are lucky enuf to have a big line ,one that pays the bills ,all the bills,the rest of the lines are gas money maybe hotel money but not big dollars.some stores only buy from the best, top reps,due to tying up areas for exclusive distribution,nop way to avoid this situation.

Tom:
1. My head is definitly not in the sand. As both a former rep and second in command of a top 100 company, I am fully aware that a professional rep can be a tiebreaker in todays furniture industry. This has not always been the case since at one time some reps could be less than professional but be part of the good old boy network and still be very successful. I think today more than ever manufacturers, wholesalers and retailers want more professionalism from their representatives. They still don't always get it.

2. It still boggles my mind why some readers feel such a need to be rude, insulting and discoureteous. Accusing me of having my head in the sand. You'd better check which part of your anatomy contains your head.

This is the challenge that this industry continues to face. So much focus is on price that we all forget about the "VALUE - ADDED" within a program.

When the line starts carrying the sales representative vs the sales representative carrying the line, you know that the VALUE is gone...

Get your head out of the sand. A professional rep. has always been the tie-breaker, just ask the buyers and merchandiser's who deal with them on a daily bases.