Conference ilbbak::us_sales_service

171.0. "Walk a Mile in My Shoes" by POCUS::OHARA (DEC Mgmt - Target Rich Environment) Thu Nov 26 1992 12:49

With all the talk about re-engineering the supply chain, killing the RSS,
layoffs, etc., I sometimes wonder on what basis some of these decisions are 
made.  As a salesperson I know I represent Digital to my customer, but I'm only
the tip of the iceberg.  There's an enormous organization behind me whose prime
function is to help me sell Digital products and services to my customer at
a reasonable profit.

Yet, I seriously wonder if the changes Digital is undergoing today are on the
right path?  Whose decision was it to kill the RSS?  Is anyone seriously looking
at redoing the antiquated administrative systems the field is saddled with?  
Why are we screwing around with a compensation system halfway into the fiscal 
year?  I get the real feeling that there's no plan, other than to make 
sufficient cuts in staff to make the company profitable on paper.  I know
this is necessary, but at what long term price?

Now we've got a new VP of US Area and, hopefully, soon a VP of Sales.  Do any
of these people really inderstand what's going on in the field?  Everyone
says that we have the poorest performing sales force in the industry, but
does anyone know WHY??  Will cutting my salary make me perform harder?  Will
cutting off a technical resource make me more productive??  Will burdening me
with antiquated systems make it easier to satisfy my customer???

Why doesn't Bob Palmer make it mandatory for all senior executives to spend
a month or so in the field, learning first hand how we work, what frustrations
we face, what we need to succeed.  Then perhaps they'll start moving this
company in the right direction!

Bob

    I agree.  Upper management in Digital makes decisions that indicate a 
    total lack of understanding of what it takes to win and RETAIN
    customers.  We could fill pages of plans and programs that achieve
    everything EXCEPT improving our ability to sell or to increasing
    customer satisfaction.  
    
    The most disturbing part to me is that the same people that "led" us down 
    our current path are now redesigning our business.  Case in point: 
    the recent announcement of RSS going away.  Who's idea was this? 
    Certainly not anybody concerned with increasing revenues or retaining
    customers; certainly WAS someone who believes that our distributors can
    do 80% of our selling for us, when in fact most are not prepared with
    the appropriate skillsets or information channels to complete an entire
    sales cycle on their own.
    
    Einstein said it best: "Problems cannot be solved by the same level of
    thinking that created them."
    
    Mark