Are You A Finger Pointer
Are you a sales leader or a finger pointer?
can be a finger pointer.
you always accountable for your actions?
you take responsibility even when it's not
you setting the right example for your salespeople?
week my wife and I went to one of our favorite
restaurants - the Stonewood Grill & Tavern.
We've been there many times and have always
enjoyed the food, drinks and atmosphere.
time the meal didn't meet our expectations.
When the server came around, as they usually
do, and asked, "How is everything"
we told him we were disappointed and told
losing a beat or taking a breath he pointed
his index finger at another table and told
us they had exactly the same problem with
their meal. He was a finger pointer.
- that made us feel so much better.
- we were impressed how he took the BULL by
the veritable horns.
- it was nice to know that misery does indeed
look, that's simply elwrongo!
gotta be real careful that you don't start
pointing fingers, especially when you're working
with your salespeople - because it becomes
don't want to be managing a team of finger pointers.
you're spending a day with one of your salespeople
calling on some of his best customers.
one account, your customer doesn't give you
a chance to ask, "How is everything?"
proceeds to tell you about a duplicate shipment
he received that very morning. Naturally he's
upset, because it was a rather large order.
do you respond? What do you say - without being a finger pointer?
could go into the finger-pointing mode and
say something pathetic like, "I'm sorry.
Our new shipping manager has been having some
problems like this since he started 2 weeks
could also say something like, "I'll
call the shipping department later and have
someone get back to you."
Do you really think that's going to make anybody
feel any better?
doesn't make anyone feel better - so don't
a sales manager, you are the face of your
company's senior management during every face-to-face
need to step up and take charge. Take responsibility!
your customer exactly what you'll do to fix
everything for him.
could say something like, "After we leave,
because I don't want to take up your valuable
time right now, I'm going to call our shipping
and accounting departments. I will arrange
for the return and full credit immediately.
I'll call you 9 AM tomorrow to confirm all
the arrangements with you."
remember 9 AM isn't he same as 9:04 AM.
assured you have a lot of options here - but
being a finger pointer isn't one of them.
charge and take full responsibility. Don't
complain and certainly don't try to explain.
different - just deal with it!
you leave the account - this customer will
feel like he's in very good hands. He'll remember
that - long after he forgets about the duplicate
back to the restaurant . . .
server could have reacted in a more professional
way, but he was probably not trained
in the art of effective communications with
could have said something like, "We usually
do better than this. I'm going to talk to
the chef right now to see what he can do to
make things better for you tonight!"
that's a WOW! That kind of statement wouldn't
make us think twice about coming back again.
Taking responsibility is always more effective
than finger-pointing and re-directing the
be sure to teach this lesson to your salespeople.
now you should know where the buck stops!
Return from Finger Pointer to Sales Articles