Invariably it will happen no matter what minority group you represent.  With all of the good customers in the world, there are some who just have no filter on what they should say.  We could recognize their ignorance, but more importantly you should know how to deal with these situations.  Always be prepared!

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Customers come from all walks of life, and certainly have their goods and bads, but we cannot live without them in the sales world.  They are human, and with that in mind, are capable of saying things that are subject to translation, and sometimes downright wrong and insulting.

This post covers how you might react to those comments, or better yet, how you might better react to those comments.  Remember, just as we stated in Black Sales Journal August 22,2011, Reacting to Improper Racial Comments from Co-workers and Black Sales Journal 8/29/2011, Reacting to Improper Racial Comments from Managers, which covered how you might react to statements from co-workers and from your manager, you have the right to react, I am just suggesting to you do so in a professional manner.

Just because someone is doing business with you does not mean that they can say things that are demeaning or even cruel without a formidable response.

Intent Does Count!

Before we get deep into this, I would like to point out that intent does count.  I would like to explain that there are intentionally harmful racial comments that are made with malice, and racial comments that are made in ignorance.  Although neither of these should be considered acceptable, and they both probably warrant a reply, the requisite responses might need to differ.

Statements that are made because one is ignorant or one is unenlightened obviously have the same effect, yet have less gravity than a statement meant to harm by some one who is rude and insensitive.  Here are a couple of examples:

Statement A: During a business meeting your customer talked about safety in the area that his business is located. He says with a smile… “They say that one of your brothers pulled off the robbery of that fast food joint down the street last night.”

Statement B: During a dinner entertainment session, your buyer indicates she needs to terminate a Hispanic employee “who is still wet from the swim across because of the new immigration laws.”

Both statements are offensive, and both deserve a response.  Which statement is, in your view, is the most racially charged?  How would you react to each of these?

Always be calculated in your response and consider the intent.  I will discuss how I would respond in a moment.  First I want to acquaint you with a personal situation and how I handled it.

A Personal Example

When I was in sales, many of my customers were owners of trucking companies.  This industry, like many others has people that say what is on their mind, and sometimes what is on their mind can be disparaging.  In the instance that I am about to cite, I definitely responded incorrectly the first time, by not responding.  When the second time came around, I think I definitely handled it in the correct manner.

I was on a call basically to deliver policies to the account and we got involved in a conversation about a driver who had generated a lower back workers compensation claim.  Everyone knows that lower back claims can be subjective, and tend to linger for long periods.

During the call my customer indicated that we should investigate the claim of Ben T.  He stated that he had reason to believe that Ben was malingering, and it was our job to get to the root of it and make sure that the claim was compensable, and that payments should be stopped until we knew for sure.  He then said, “You have a good work ethic, and I wish all of your people had that same work ethic.”

I was a 26 year old sales professional and initially, my response was to say nothing other than that I would check it out.  I thought I needed the client, and needed my money.  I realized within minutes that my response was wrong. It kept me up at night for a little bit, and relived it several times.

When I returned to the customer location the following week, I explained to him the situation behind the back claim.  This individual was going to undergo surgery and his claim was legitimate to our people.  I then sat with him, looked him in the eye and said, “Respectfully Bob, I take offense to your comments last week about Ben T. and work ethic.” He developed a puzzled look and quickly said, “I did not mean to offend you Michael.” I then advised the following, “I know you did not mean to offend me, as we speak openly, yet you offended a whole community of people, of which I am one.  It would have been the same as if I said that you are special, but most of your people are drunkards (Bob was Irish). It was frankly just wrong.”

A light bulb went on in Bob’s head.  I could see it happen… enlightenment, that is.  Bob said, “Point taken, but we Irish like to drink!”  I quickly responded, “You do get my point, don’t you?”  We smiled and wecompleted the meeting.

Back to Our Questions

Well, both situations are enough to of these statements are bothersome, and unfortunately situations like this happen in the workplace frequently.

Regarding Statement A: This is the least charged, as this person is attempting to refer to a felon as a ‘brother’ presumably because we often call Black people ‘brothers’ and ‘sisters’.  It should not have been said but you would not have to use a nuclear bomb on this one.  Your response should be simple and professional, “Respectfully, no one who would do that is a brother of mine.”  Remember, this is a customer.

Regarding Statement B: This is a racially charged statement.  You might hesitate to respond to it, yet the races are interchangeable in this case.  If you do not respond, I suppose you would be waiting until this customer got around to taking a ‘shot’ at African Americans  next.  An improper remark against any group or religion is an attack on your diversity.  Your response should be professional and impactful.  Something like, “Kristin, honestly I take offense to that statement.”  She knows it was wrong and if she is worth her salt she will not make another one like it.

Respect your principals.  I am not saying that you should not work with a customer as much as you need to be true to yourself.

Always be true to yourself.  Always be the professional.

Your comments are appreciated.

In a world of tattoos, hair styles, and social media, so many want to be ‘individuals’.   Be yourself, but also be employed.  Sales may not be unique in its level of internal and eternal visibility, but it is special.  The customer makers it that way!

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This is an interesting topic, and that is why we would like to cover it here.  God has given us the gift of being different.  We come from so many backgrounds that it is difficult to point them all out.  There are as many variations in our culture as there are reasons to rejoice about it.

I am going to give a definition of your culture that is slightly shortened from Webster’s Online Dictionary (Definition of Culture):

The integrated pattern of human knowledge, belief, and behavior that depends upon the capacity for learning and transmitting knowledge to succeeding generations.  Additionally, the customary beliefs, social forms, and material traits of a racial, religious, or social groups.

In other words, that which is part of you because of your surroundings and your past including that which is learned and absorbed, and that which you will be passing on to others.

This is a broad interpretation.  I think you will agree that it is interesting that culture, in the form of one’s diverse background can actually be a lightening rod for criticism or even a reason for exclusion in the world of corporate employment.  Comfort, likeability, even preference is affected by one’s background, color, and certainly culture.  Now these are not synonymous at all, they just blend to make a concoction that many employers avoid drinking.

Decisions on hiring, promotion, and even things as simple as who gets referrals and redistributions are done on the basis of how you are perceived.  Is it always fair?  I am more than certain that it is not!

What Are You Suppressing?

It is always wise to be yourself while in the office or work environment, as it is easier that way.  But…the self you need to be is the one that not only got you hired, but the one that can sustain your employment.  I am not saying you should be a chameleon.  You need to know how to be you, the business professional during the hours that you are selling the services and products that provide your living.

The workplace is a vessel of many principles and traditions.  You don’t have to conform to all of them, yet need to know which ones are important enough to follow so that you don’t damage your chances of success.

Suppress your culture?  Suppress it only if your culture runs afoul of the principles and traditions of your customers and your employer, and then, you only need to suppress it at work.  Should you wear your culture on your sleeve while you are at work?  I think you will agree that the answer is a resounding NO!

Let’s be Practical

Here is a brief look at some of the situations that commonly occur just to give some practical perspective.

Promotion - Your interview for a promotion is much anticipated.  You are working, in a conservative industry (commercial banking), for a conservative bank.  What do they expect from you in terms of your delivery, your approach to customers, your educational background, and your appearance?

Job Interview - You are in search of a position fitting your years of experience and your success in the past.  You are known as a solid sales professional and you want to move up in position by taking a sales manager role.  In addition to all else, your results have indicated that you are the likely candidate.  What will get you hired in this coveted position?

Reduction in Force - You are a solid performer, yet you recognize that they are considering layoffs in your sales department.  You feel you are a key performer, yet realize that there are others who have done a good job as well.  Your numbers are solid, and your product and industry knowledge are exemplary.  How are they going to make that decision as to who stays and who goes?

In each of these examples, there are two common denominators.  One is the fact that you are competing against others.  The other is that you still have a customer who has expectations from a business standpoint.

Note that you still deal with the forces of the 3P’s, Perceptions, Preference and Prejudice. Cultural diversity can and will sensitize this.  Whether you are black, brown, tan, yellow, or white, you need to recognize that if you are race neutral in your professional manner, you have a better chance of professional success.

I don’t care whether you are white or brown, if your organization has a policy against dreadlocks, braids, and Mohawks, you may want to avoid fighting it, and consider a profession or employer who does not care.  Keep your individuality, and exercise it when you are on your own time.

If tattoos and piercings are part of your culture or appearance, you should consider a sales career where those things don’t matter.  Most sales careers are not the place to be too different as there is a customer out there who will make the decision on degree of difference.

There is no doubt that you need to be the image of the consummate professional in the customer’s eyes.

Is this Selling Out?

This is a good question.  What I am actually saying is that you must play the professional role in this theater.  Be as different as you want during your off hours.  Your alternatives to conforming are self-employment and other careers.  You are not selling out by being the professional.

One Last Word

You can be an activist in the street, a militant about social issues, or a pacifist about conflict. Be what you are!  I am advocating that when it comes to professional sales, be the consummate professional (while at work) and recognize that you need to be in a mode that gives the customer confidence.  Be professional in your appearance and you will make the inroads with the customer, and win in your earnings issues.

It can be done.  It is done in sports and in many other arenas.

Be the best!

Your comments are welcome.