Black Sales Journal

A manager might be  prejudiced, but if this individual does not discriminate, legally it does not make any difference.   We don’t care what people think, we care what they do!   Know the difference between these two unfortunate situations and know what might be actionable if it affects you.  When it comes to prejudice, thicken your skin and when it comes to discrimination know the rules.  Above all…always be the professional!

_________________________________

If you have read Black Sales Journal before, you recognize that I frequently comment on racial prejudice, racial preference, and the effects of negative racial perceptions.  It is natural to provide comment on these topics as they represent the 8,000-pound elephant in the room and as a result are not discussed openly in most forums.

We spend time discussing how the Black sales professional can successfully use tactics to neutralize racial preference and how we all (all Black professionals) can nullify and improve negative racial perceptions.  We also face the fact that racial prejudice is a different and difficult beast and that we may never change it.   Psychiatrists often characterize prejudice as a deep-seated attitude.  We all are aware that something negative has been cast into someone’s personal life, it can have a permanent effect.

Importantly, we should recognize the relationship between racial prejudice and racial discrimination and how they manifest themselves in sales.

The Attitude versus the Action!

For the purpose of this explanation let’s define both of these:

Prejudice – Unreasonable feelings, opinions, or attitudes, especially of a hostile nature, regarding a racial, religious, or national group.

Discrimination – Treatment or consideration of, or making a distinction in favor of or against, a person or thing based on the group, class, or category to which that person or thing belongs rather than on individual merit:  racial and religious intolerance and discrimination.

(Courtesy of Dictionary.com definitions 3/5/2012)

So there you have it, racial prejudice is an attitude.  It can reach deep into ones fiber, but an individual will never be tried in a court based on this attitude, as it is not a crime.  If a customer has this attitude, they still remain a viable customer for someone, but possibly not for a Black sales professional.  If your employer has this attitude it is unfortunate yet as long as they make objective and meritorious decisions, they are not guilty.   In other words they can be prejudice but not discriminate strange as it may sound.

Racial discrimination is a different animal as it is action oriented.  A distinction made on the basis of race can potentially be afoul of the laws and regulations, and is almost always ethnically wrong.  It goes without saying that racial discrimination is unfair and although a customer is free to do anything they want, in the case of an employer it could be legally actionable.

The Vicious Circle

The relationship between prejudice and racial discrimination is suggested to be ‘circular’; meaning one leads to the other.  You document racial discrimination but you talk about prejudice as someones disposition or attitude.  Racial discrimination might mean that you get no ‘call-in’ prospects, bad territories, or no house (orphaned by another rep leaving) accounts.  Discrimination may be hard to prove, yet there is evidence, especially when you are able to compare the situation on a relative basis between all sales professionals at a location.  Know what extras you get and how well you performed when you get the chances and if you feel aggrieved read Black Sales Journal 3/9/2011 When You Feel Screwed  – Three Steps to Getting Help.

I make the suggestion that from the standpoint of professional sales that we realize that the most important activities that we can undertake are as follows:

• Look for and expect fairness from the managers that we work for and be prepared to professionally point out inequities, in a professional manner, as they happen.
• Document important milestones and activities correctly recognizing that it is “not what you know, it’s what you can prove!”
• Master your company’s performance system (Black Sales Journal 1/10/2011 – Preparing for the Performance Review Discussion).  Always be pro-active and prepared.
• Document every thing you get and what you don’t get.  Know the prospects, house accounts, and special benefits you get, and document them well.  Especially document the situation if you are not getting any.  You will need to know what others are getting to have a chance of success.  The facts count.
• Be the expert on you! Know your sales totals, close ratios, and what percentage of your success came from the company giving you prospects or accounts.

When Bad Gets Worse – Racial Harassment

The unfairness of racial discrimination creates frustration and ill will.  Things are even worse when there is racial harassment.  Racial harassment normally comes from the employer and can emanate from management or coworkers.  A strong example of this is the Montrelle Reese vs. ThyssenKrupp (see Black Sales Journal February 13, 2012).

Racial harassment has a primary purpose of demeaning and driving an individual out of the particular work environment.  It is akin to racial bullying and has no place anywhere, especially in the work environment.  Making someone miserable is awful, and anyone who witnesses it and does nothing is full of fault as well.  It makes no difference as to the colors involved.

Know the facts and know your options.  Most importantly, recognize that acts of discrimination, harassment, and bullying may be actionable, but prejudice is not.  It is an attitude.

Additionally, always be the professional.

Your comments are welcome.

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.

Whether with a customer, your boss, your coworker, or anyone else, your objective is to give them your attention.  Your electronics can wait!

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