Posted by Bud Hilton
I recently complimented one of our managers at Answers Systems for stepping out on the edge and challenging a client on changing some of the practices they were doing in favor of a proven “best practice” way of accomplishing a task within their contract management system. After covering relentless arguing points and hovering in the “no change-safe zone”, the client agreed to make certain concessions and change their position and practice. I can’t express strongly enough how rare this seemingly risky attitude is in today’s foodservice world. Many managers in the foodservice industry have an internal “Status Quo Safety Button.”
This safety position is fairly understandable because it is generally easier to make “no decision” than “a decision” . . . even on a widely proven best practice that has been successful for others. Most sales people want to deal with the buyer that makes the decision. The sales person usually needs to search and find the person in the organization who is saying NO! Let’s look at the difference in the two mentalities:
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Remain Status Quo
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Change Practice
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I can dismiss this sales person
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I need to understand this presentation
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This may not work for our company
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It has been proven successful with other companies
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I can’t lose anything (maybe)
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I might gain something
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This won’t cost the company money (maybe)
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This might save the company money
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My boss will agree with “no change” (maybe
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My boss will love the new process
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I can retain ALL my current staff (Island Guard)
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I could possibly reduce my personnel
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Change might make me have to work harder
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I might become more effective
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So, again it is sometimes easier to say NO than to operate on the edge and take the challenge, even when success is predictable.
I told our account manager that they should be very proud; that they were out on the edge with their sales approach; challenging their client with proven facts and big ROI opportunities; and that they are helping to carve new paths of success in our company and our industry. Foremost, I let our account manager know that the real hero in this scenario will be their client . . . so help make them realize that their decision was right.
The reason that very few are willing to operate on the edge is that there is not much room out there!