Why don't you decide how true this is?
A client in the retail store asks Sam the salesperson to deliver a product. Sam takes his money and promises that he would. Thirty minutes later Sam finds out that the last delivery vehicle for the day has left and that no deliveries will be done in the client's area the following day. He schedules the delivery for the day after at 08h00 and tells the client that everything is in order. Pretty cool that he phoned the client and re-organised the delivery isn't it?
But what if the client was not happy? What if the client needed the product that afternoon or early the following day? What would the responsible behaviour be? And how would that behaviour be Sam's conservation and not his burden?
The way I see it and depending on the organisation there are a few options open to Sam.
1. Have a meeting with the dispatch manager to ensure overtime for this delivery and/or better communication going forward.
2. Offer to personally deliver the product if it fits in his vehicle
3. Bribe, cajole and beg any other team member and or manager to deliver the product if it fits in their vehicle
4. Take the loss of a hired vehicle doing the delivery
5. Offer the client his delivery fee back if he can organise his own delivery
The above would be taking responsibility for the follow-through on a promise. In all these cases the client still manages to get what he paid for, but how does this translate to Sam's conservation?
Simple really. Sam delivered. This speaks to his reliability, professionalism and ethics. The return business will be there. The promotions will come his way.
Salesperson B, let's call him Jack, went through the same process with a client, but upon hearing that the delivery was not possible, simply shrugged and said "Well, dispatch need to sort their issues out, how are we supposed to sell and reach targets if you don't support us? This is not my problem."
The client did not receive his product on time, nor was he aware that there would be a problem. He took time off work to wait for the delivery the next afternoon and was extremely angry and upset when this was all in vain. The client then sprung into angry action, made a few phone calls, tweeted his dissatisfaction, mentioned the incident on Facebook and finally in frustration went to the pub where he told a good number of his buddies about his wasted afternoon.
Simple really. Jack did not deliver. This speaks to irresponsibility, lack of accountability and lack of concern for the client that pays his salary. There will be no return business. There will be no promotion and in some instances, there will eventually be no job.
Karen Zoid is wise. Responsibility is not a cross to bear; it is a gift to celebrate.
Debbie Engelbrecht is the CEO of Staff Training established 2000. This theme of accountability and responsibility runs through virtually all the training courses they present. From Customer Care through to Emotional Intelligence and 3 Day Leadership courses.