I was once in a meeting in Sanibel, Florida that was done in a spacious area styled meeting facility with two large screens integrated on two separate sides of the room.  Some of the numerous profit center managers were presenting their plan for the upcoming year.  It was not exciting but was informative.  The meeting was prestigious as it was based on the having some of the most influential people in certain strategic business units together to review strategies.

It became obvious that many individuals in the room, all respectively high in their organizations, began checking their “crackberries” to find out what was happening back home.

The President and Chief Operating Officer then grabbed his personal microphone asked for everyone’s attention and said, “I have made arrangements with my assistant so that anyone who cannot turn off their Blackberry and give full attention to the presenters should go over to the help desk and get a ticket back home.”  He was serious, and I think everyone got the hint.

Creatures of Habit

This one may sound simple, yet in this day and age it is a little more complicated.  Let’s face the fact that this small item is something that you cannot do without in your daily life.  You have integrated your calendar, your contact lists, your pictures and videos, as well as your ‘to do’ list.  You check it every 5 to10 minutes or less to make sure that you are up to date, and…. Well you get the message here.

The problem with something that might be novel that you find indispensible is that others, including customers might find it a grand distraction, and even a turn-off.  A distraction to the extent that it could cost you a sale or even a relationship.

This short post will cover some of the things you might want t think about when it comes to your electronics, and the all-important interface with your customer.

Watch carefully:  When senior executives and the most important managers cut off their devices and put them away, most (but not all) people notice and do the same.  That is why we call them leaders.

The Problem With Gadgets

Gadgets, and particularly electronics, have a place.  I just suggest that it is not on a prospect or quote presentation call.

Some organizations provide presentation material on Ipads.  I don’t necessarily think it is the best idea, as I have had presentations made to me with that device, but the device serves as storage and the actual output device (the screen).

Gadgets are not only a distraction; they can make you appear rude and insensitive.  There is nothing about them that screams “customer focus”.

• Alarms and tones which interrupt, startle, and distract customers and clients
• They are not totally reliable when you need it
• They are battery operated, increasing the unreliability.
• Smart phones, PDAs, tablets, and laptops can create customer jealousy.  Many customers personal and business budget constraints keep them from having some expensive items.

Productivity Suffers Too!

Productivity woes as a result of smart devices happen whether you are talking about customers or sales professionals.  There is no clear measure for it, but it does happen.

Anytime appointments are missed, contact information lost, and files misplaced, there are hits against productivity.

In meetings, more frequent breaks have to be taken for people to access their phones, Blackberries, and even office devices.  In this day and age, questions can’t wait, answers can’t be delayed, and everything happens at the speed of light.  People are pressed to answer because answers and responses are expected.

Driving Danger

One of the other problems with these electronic devices is that once people believe that they have to provide ‘instant’ responses because it is expected, the real problem can happen.  The real problem is employees checking devices while they are driving.  As everyone knows, this is illegal in most states.

If you listen on any topic, let it be this one.  If you get a ticket for texting while driving, or using a cell phone without a hands-free device when it is illegal, there are organizations that may not hire you if you are in outside sales.  That is whether you have a company car or not because of the exposure that an employer has for gross negligence. Gross negligence is a blatant violation of a legal duty with respect to the rights of others.  It warrants large jury awards when it is proven.

Do the Right Thing

As a sales professional ‘do the right thing’ regarding your electronics.  Turn off ringers, and even vibrate modes while with customers.  There should be no distractions.  Use devices in the sales process only when it makes sense, and when your company requires it.

Avoid violations while driving that can affect your record on a near-permanent basis.  Impress your buyer with your knowledge and skills, and remember that neither relationships nor sales are made with electronic devices.  They should just make life easier for you.

Your comments are appreciated

I worked for a sales organization that believed in having sprint contests as well as sales incentives.  It was the nature of the beast to have a contest that had incentive trips, as many organizations have, as well as to have a contest to introduce, or spur the sales of slower moving products.

But this contest was different; it involved a sprint contest that would ‘pay’ on the basis of activity and not actual sales of the product.  In other words, you could get paid on the basis of working on something as opposed to the success of selling it.  Quite strange that an organization would be so desperate to get its sales professionals to work on a new product that they pay on the basis of working on it as opposed to the norm of selling the product.

Here is what I witnessed:

Sales reps in our office were buzzing as they talked about this new ‘program’ that they would be paid to deliver quotations on a new retirement product for small businesses and entrepreneurs.  You got paid for selling it, and if you did not sell it, you got paid in prizes and merchandise for getting to business owners to sit down and discuss it with you even if you did not sell it.  What could be better than that?

The unintended consequence of the contest was that unscrupulous sales professionals could easily augment their real activity with false activity in order to walk with some valuable prizes. As a matter of fact they could totally fabricate enough activity to walk away with stereos, televisions, sporting equipment, and gift certificates.  And that is just what happened.

Sales staff was tempted to ‘pad’ activity and those without morals did just that with a bounty of electronics and other items.  As a sales manager and a manager of sales managers for that same organization later in my career, it was clearly the example for what program never to undertake again.

Play Fair… Everywhere!

I would prefer even to fail with honor than to win by cheating.
Sophocles

Yes, companies can decide what programs not to implement again, but the bigger story here is not that there was a ‘dumb’ program; it is that when the moment availed itself, these sales professionals ‘cheated’ for trinkets.

They took the opportunity to ‘fudge’ their activity sheets for some items that they could already afford!  That is the problem with cheating.  Sales professionals work by a system, and the system can be ‘gamed’.   Even more, in most cases no one is watching many of the activities.

Mr. and Mrs. Clean

The impression that you will want to leave on your employer will be based on a squeaky clean image, which negates any perception that you might cheat.  The perception that you may cheat is as damaging as cheating itself.  You need to be Mr. or Mrs. Clean.  I have had this conversation with Black sales professionals on numerous occasions while mentoring.

With that in mind, you should note that if I were your sales manager, perception of your propensity to cheat would be based on some important points:

• If you will cheat your fellow sales professional or co-employee, you will cheat me!

• If you will cheat the IRS you will cheat me!

• If you will cheat on your wife, you will cheat me!

Cheating obviously occurs in more than the workplace.  In the areas that are above we must consider the possibility that if it is known you violated the truth, you can possibly do it to your employer.  You may have no intent to do it to your employer, but the perception that you could do it is what can damage you.

Your personal life is yours, but says a lot about you.  It helps you establish your credibility (Read This – BSJ 4/16– Credibility …You Can’t Buy it, You’ve Got to Earn It!) as well as build a positive perception of yourself as I stated BSJ 4/9/2012 Build a Positive Perception.

Cheating in the workplace includes, but is not limited to the following:

• Expense management
• Handling of company property (cars, computers, etc.)
• Your time management (while you are supposed to be working)
• Your sales prospect data

Protect you future and your career.  Put your energy into maintaining credibility and winning the right way.  Remember, it is always easier to tell the truth! (Read it in BSJ 6/30/2011 Telling the Truth…It Works Wonders for a Relationship).

Be the Best.

I welcome your comments.