The importance of wearing your game face in sales management

by John Carroll

In turbulent economic times, it’s more critical than ever for you as sales manager to keep a stiff upper lip. Here are just a few of the things that can and do happen in this topsy-turvy world of distribution:

Suppliers come
Suppliers go
Customers leave
Competitors get stronger
Companies are acquired by other companies
Companies reorganize
Star sales representatives leave
New sales representatives fail
“Street price” drops to untouchable lows
Computers fail
Customers fold
Customers relocate
Owners shuffle people
Products fail
Customers demand something for nothing
Customers cancel orders
Suppliers delay shipments
Team members fill orders incorrectly
Inventory falls below needed levels

There are dozens more, but you get the picture. How, in the wake of all the things that can and do go wrong, does the sales manager maintain both a constructive outlook and a positive demeanor with his or her team?

First, let’s be sure that we clearly see the importance of this aspect of the sales manager’s responsibilities. Having a game face in sales management means that you take in and fully understand the impact of potentially negative events and handle them in a calm, businesslike manner. In fact, the sales manager who seemingly takes things in stride during the most challenging times does the most good for the sales team and everyone with whom he or she comes in contact.

Why is game face so important? Consider these:

Stuff happens all the time – Adversity is unavoidable, even in good times. If you’ll recall, the problems are just as real when the economy is hitting on all cylinders. By wearing your game face, you show that each situation is just another opportunity to solve a problem, learn a lesson and move forward.
You set the example - If you as a sales manager are unable to recognize and seize the opportunities in the midst of constant adversity, how can you coach others to do so? Sales representatives will continue to lose business to competitors, experience product failures and more as part of their everyday existence. By watching you handle such situations gracefully, they have an example to follow when it’s time to pick themselves up, dust off and move once again into the battle. Also, if you’re the leader and your countenance says that you see this as a hopeless cause, you can be the single biggest catalyst in the departure of valuable team members.
You’re judged by how you handle the toughest challenges – When it comes to adversity, all eyes are on the leader and how he or she will respond to the turbulence. You’ll be remembered, not by how you lead during strong economic periods but by the manner in which you have been able to right the ship or at least keep it steady through the storm.

So how do you get the nod for best performer under pressure? Here are a few ways to get and keep your game face:

Look for the opportunity to improve – In each difficult situation, there is the thread of a current or future improvement. Even in service recovery, you and your team can shine and demonstrate clearly to a customer or supplier that you care about their well being, not just your bottom line. Resolve in your own thinking that every occurrence provides a lesson or insight and that you will set a system to prevent similar mistakes in the future.
Focus on what you can do better – When your concentration turns to the incompetence of others, you become powerless to create positive impact. Stick to what is within your own control and move ahead. By keeping your eye on things under your control, you also maintain a lower stress level.
Involve others in problem solving – Rather than addressing each and every challenge in solo fashion, invite others to bring their best thinking to the situation at hand. You not only get the value of team effort, but you grow and develop others who can step in when you advance to the next level of leadership. Your ability to involve others in dealing with adversity shows a strong sense of confidence that things will get better.
Take care of yourself physically and mentally – Get plenty of rest, exercise on a regular basis and take time for yourself to reflect and re-energize. No one will do these things for you, and it’s up to you to provide the best example of a person who is always ready to step up to the plate when times get tough.

John Carroll helps organizations and executives play to win the game of business. His book Sales Illustrated: 68 Sales Lessons from Everyday Life will soon be available in Portuguese. You can reach him at 1-877-755-8844 and via e-mail at john@johncarroll.com or visit his web site at www.uperform.com