I kid you not, this approach comes from a manager of a small company that recently hired a new salesperson.  The salesperson traveled to the company for a couple days of training before his official start date.  He did this on his own dime so he could accelerate his ramp-up time.

The manager of the company was involved in the training since this salesperson would report directly to him (remember-small company).  During the training days, there was some confusion about when the salesperson should arrive in the morning.  No specific time was set, but a general schedule starting around 9am was the target.  The salesperson arrived around 9:20am.

A stack of forms was given to the salesperson to fill out before his start date, but no more specific time requirement was given.  The salesperson did not fill out all of the paperwork during the training.

A meeting was held in which the price of an integral part (that they manufacture) was going to increase substantially.  The new salesperson did not ask specific questions about the price change.

These are 3 occurrences that upset the manager.  Don’t ask.  But we asked the manager, “What was the salesperson’s response when you discussed these items with him?”

The manager’s response, “I didn’t talk to him about any of them.  I was observing him.”

Now I’ll admit there is an aspect of management that involves observation.  But a new sales hire?  My goodness, this is like the Twilight Zone.  Managers must be engaged with their salespeople including the need to guide the new salesperson through expectations.

This seems obvious to me, but I never cease to be amazed.

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That is a rather apt description, don’t you think?  I believe instant messaging will eventually displace email.  I’ve heard many arguments against my position, but I really think it will happen.  Of course, I liked New Coke when it came out so consider that point in my prediction.

ManageSmarter.com offers this piece – Rethinking Instant Messaging -as a discussion on the use of IM.  The article contains 2 points that I think will drive the expansion of IM:

He says IM is more effective than e-mail for critical-action items like getting approval on a press release.

and

IM also pushes out to the customer at Web sites with live-support chats, increasing customer response.

So many aspects of our world are built upon speed and productivity that IM will become the faster answer to email.  To the first quote above, IM is effective in that you know if the person is live on the other end.  You can then get straight to your discussion.  Second, there is no waiting for them to sift through all of the emails in their inbox.

To the second quote; in my personal experience I have found customer support via IM to be the quickest answer to my problem.  Phone support has turned into a black hole in which you emerge on the other side in India.  At times it works and at other times it is a time sink.

I’m still bullish on IM and the way it will change business in the very near future.

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