Are you afraid of your sales team? “Of course not,” you must be thinking when actually you should be.
In a conversation a few months ago on this topic with David, one of
my Executive Advising clients, he gave me the most incredulous look at
hearing this statement. Hailing from Texas, he leads the sales team in a
large technology company.
“You’ve got to be kidding, Scott,” he said. “That’s the most
ludicrous thing I’ve ever heard. You’ve always given me great advice,
but you’re way off base on this one.”
I understood his surprise and asked him to hear me out. “David, if
you didn’t have NPS, Nice Person Syndrome, there would be nothing to be
afraid of.” David was well aware of his NPS, a tendency of many
leaders to avoid situations that could turn in to confrontation or
conflict because it doesn’t feel nice.
“I know I struggle at times with my NPS, but what does that have to do with it?”
“Your default, because of NPS, is doing what makes everyone happy.
While that’s admirable, making people happy now actually can rob them of
their future happiness.”
This clearly got his attention as he asked me to explain further.
“David, in order to increase market share, you rolled out an improved
sales plan that we had collaborated on together. When your team
learned that you were implementing a more assertive approach, they
pushed back, hard. They told you things like, ‘you’re going to destroy
our culture’ and ‘you’re trying turn us into the type of pushy
salespeople who work for our competition.’ Why did you decide on an
improved sales plan in the first place?”
“Because I know we can be more and do more. Assertiveness is a good
thing, especially when you can back if up with the type of value we
provide”
“So why not stick with the plan?”
“Because I don’t want a revolt.”
“So, you’re salespeople sold you on the idea that you were wrong to roll out this plan.”
“But I know I’m not. I … wait, they did sell me on their way of thinking, didn’t they?”
“Exactly! When people are afraid, they employ their strengths in an
attempt to influence or change the situation. Your team was afraid of
how the new plan would impact your culture, and how they are perceived
by buyers. They used their sales skills to sell you on their beliefs.”
“And I bought in. Man they are good at selling! And you’re right that
I should be afraid of allowing them to influence me in such an
unhealthy way. Now I just need them to use their assertiveness with our
prospective customers.”
The company moved forward with his plan and is now on pace to have their best year ever.
David’s story is not unique. Most of you reading his story have some
degree of NPS, making you susceptible to being sold on ideas that keep
the peace. While many salespeople may not be trying to take advantage
of your proclivity for being nice and promoting happiness, their fear
of change initiates their tendency to sell, sell, sell. And your NPS
buys in, unless you take action to counter this cycle.
This Week’s Radical Accountability Activating Action:
Stop borrowing from tomorrow’s happiness to make people happy today.
Do the next right thing, even when it’s not the most popular thing.