It does not matter what race, ethnic group, or color you are, there is always the possibility of injustice.  You may think it is less prevalent now, but it still happens.  When and if it happens, you might be looking for an ally.  Read this.

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Sales will continue to be a difficult, but rewarding position.  We have had an opportunity to cover issues regarding the Black sales professional, the customer, and the employer, and their interactions in the course of business.  This is a complex relationship.

The effects of the 3Ps often have a role in the relationship.  For a refresher, the 3Ps play into the relationship in varying degrees; sometimes just below the surface, and sometimes playing a much more prominent role.  Today we will cover the reaction of the employer when prejudice rears its ugly head in the customer relationship, and how you might be affected.

The 3Ps Revisited

The 3Ps represent the untold in the workplace, beliefs, attitudes, and practices that can make it more difficult to succeed.  I will draw from the Inaugural Post of Black Sales Journal 11/2010, when they were first discussed.  Specifically, I termed it the “X” factor.

The 3Ps are:

• Perceptions
• Preferences
• Prejudices

Perceptions are hard to change, yet they are based on ones background, mindset, and their seat in the arena of life.

Preferences, quite simply, are what a person leans toward in their relationships, where their comfort level lies.

Prejudices are deep, often fueled by perceptions and one’s past, are deep enough to be actionable and problematic.

We went on to talk about the effect of these on your customer in Black Sales Journal – Preference, Prejudice, Perceptions and Your Customer).  This post covered how you can work with your customer when one or all of the 3Ps are evident.

The most striking statement in the post was that of the elements of the 3Ps, the most insidious is Prejudice. It is the most problematic of the 3Ps, mainly because there is little that can be done about it. Take a moment to review The Inaugural Post of Black Sales Journal and you will see that when it comes to the customer and the 3Ps, prejudice has little or no solutions.

When Prejudice Rears Its Ugly Head

There is always a possibility that a new sales relationship can go south because of Prejudice and its effects.  When and if things go wrong, you will be faced with being in a ‘sandwich’ between an employer who wants to satisfy a customer, continue to reap revenue, and hopefully, wants to support their sales professional.

Your employer’s reactions will obviously be affected by his or her own 3Ps, and you should expect that will be a factor (Black Sales Journal 12/30/2011 Preference, Perceptions, Prejudice, and Your Employer).  As a matter of fact, Prejudice sometimes is unmasked when customers and prospects are handed out to a Black sales professional.  No one has an idea of how receptive the customer will be to the new relationship unless the customer has made statements or taken actions that reveal it.  I would rather see this distribution of business to the Black sales representative than have the employer avoid giving them the best prospects to others in anticipation of a negative response.

When the customer reacts unfavorably, you will get an education, as you will get an opportunity to see whether your employer stands behind you.

An Real Example

I was a sales representative in B2B sales who was assigned an account to service and hopefully sell additional business.  I was more than willing to accept, and take a chance on, any reassigned account, as it was a way to increase sales revenue.  I needed the account badly.

The account was medium in size, and although complicated, well within my capabilities as a sales representative.  After much preparation I made my first visit to the account to make my introduction and discuss a change in pricing on the account.  My sales manager accompanied me on the call as making changing pricing at that time was a touchy issue.

After the introduction it was obvious that the call was not going to be warm and fuzzy.  The customer, who was an older individual, sat motionless with a foul expression even before the increase in price was discussed. Once pricing was discussed, the customer slammed his hand down on the desk  and said, “This is bull _ _ _ _ , you are trying to put me out of business!”.  “I will not accept this!  Get the hell out of my office!” he ranted.  We made a feeble attempt to explain the pricing but were told again to “Get out now!”

We gathered our materials and made a hasty retreat.  The buyer followed us through the open office, full of his employees, ranting at us.

On our drive back to the office, my manager and I discussed the call and it was obvious that neither of us expected the reaction, price increases were happening everywhere and ours was modest compared to others.

Upon arriving at the office the Regional Sales Manager (my sales manager’s boss) called me to discuss.  The customer had called him and advised that he was ticked  and that they were going to move their business if a change was not made.   I told the Regional Sales Manager that I had done everything possible on the pricing.  He said to me “It is not the pricing that he wants to change, he wants you off of the account.  He advised that he was not going to work with you based on your race.”  I knew from the conversation that he was sparing me the actual comments made.

Then came a statement that changed my life.  He indicated that he told the account that if that is the way you feel, “He is our sales representative, and if you work with us, you will work with Michael.  If not, we will, at your suggestion, terminate your account.” The account ‘fired us’ later that day he indicated that he was moving his business and never would return.

It was a modest loss of business for my company but a huge boost in my confidence.  My company had stood behind me!  Quite frankly, I appreciate what the sales manager did and I will never forget it.  There is no greater endorsement of a professional than to have the support of their employer.

Conclusion

I know that this example is unlike others, yet in backing a business resource, a devoted employee, I tend to think that the employer made out well.

Every situation and every company are different.  When I managed sales professionals, my actions had a sympathy to the sales professional involved as well as the customer.

Lesson learned:  Customers are always important, but the customer is not always right!

I appreciate your responses.

Entertaining your clients can be both fun and productive.  It can be used as a tool to strengthen relationships, and at the very least increase your familiarity with the customer’s key people.  Used incorrectly, it can reveal things, right or wrong, about you and or your company in regard to your class, morals, and standing that will be indelibly etched in your customer’s and co-employee’s memory.

Be Smart and Practical

In the universe of entertainment options your choices should be safe and time proven.  Fine dining, spectator-sporting events, golf and other sporting events are time proven.  Relaxing activities such as spas, manicure/pedicures, makeovers, and other activities are making a strong showing as well.

There is, of course, some areas best left out.  Engaging the customer at gentlemen’s clubs, also known as ‘strip clubs’, is totally off limits!  It lacks class, and is far from harmless.  There is no activity, which is in poorer taste than this, whether you are supporting (paying for) the activity or you have the gall to have your company pay for it.  For the most part it is in violation of most expense policies (see Black Sales Journal 4/4/11 Business Entertainment – Some Do’s and Don’ts).

Stand for Something!

Black sales professionals beware: Company expense policies should be observed, and the letter of the law in an expense policy is important, but more important is understanding the intent.  The intent should be followed without fail.  In establishing and retaining credibility sales professionals don’t need to run afoul of what is, or what should be, socially acceptable.

Gone are the days when sales professionals and executives can entertain at gentlemen’s clubs without scrutiny.  Everyone should be held accountable for relationship building that is socially acceptable and open to both genders, all ethnic groups, and all sexual orientations.

Even if your customer asks to participate in one of these activities, you should show an unwavering stance and say that it is not something that you want to do.  I think that you should have the confidence to say, “No, but I have something else that we can do that will be great.”  That effort to redirect will probably be accepted, but even if rejected, I think you will have shown your character.

Stand up for yourself in this.  A mentor of mine told me once, “If you don’t stand for something, you don’t stand for s—!”  Think about it.  What do you stand for?

The Real Costs!

When men get together and consider the gentlemen’s club option, just think how offensive and exclusionary that is, or can be, to female customers, or co-employees.  It is discriminatory, and totally unfair!  You lose your integrity, your credibility, and respect.  Hmmm!  I am not sure you have much left that is considered universally of value.

The same is true for female sales professionals.  Taking clients to an ‘all men’ review is equally poor in taste.  Protect your image as well.

I am not sure which would be worse, to leave your female counterparts or customers behind, or to be as ridiculous as to ask them to attend.  Show your character and avoid mindless activities.  Keep everyone engaged an involved.  Treasure everyone’s feelings in the process.

A Personal Example

I was once a regional sales manager in the Michigan/Ohio market.  This market is dominated by the auto industry, but also focused in southeastern Michigan, basically Detroit.  I enjoyed the 6 year stint there, but was continually asked to go either to 8 Mile, an area replete with gentleman’s clubs, or to Windsor, Canada, another area brimming with strip clubs and other attractions.

An executive vice-president of my organization visited our office with one of his direct reports, a senior vice president, in tow.  After the requisite meeting they ask me to take them to Windsor.  I will be honest, I felt some pressure as this was two steps up from my manager, an important company officer, and very influential.

I said to them, “I will not be going there, but you can use my vehicle to go if you are sure that is what you want to do.” It was met with the quick reply, “Come on, we are going to talk business with you!  You need to be there for us to talk about this stuff.”  The Senior VP then said, “Don’t give me this s— that you don’t go to strip clubs….”  I retorted, “You don’t want to hear it, but I don’t go to strip clubs.”

They smirked, but found someone else to take them.  I always wondered whether it would affect my career, but it did not do any long-term damage, although it was known in the short term that I was not one of the ‘boys”.  Remember, you have to stand for something!

Stand Tall

Find comfort in standing tall in situations like this. Don’t do anything because the ‘crowd’ thinks you should.  Whether you are male or female, Black or white, gay or straight, be you and eventually you will be appreciated for your stance.  If you partake of these activities currently, you should consider your image and take this opportunity to change.  See the light!

Your comments are welcome.