How do I stop my salespeople from taking my customers?

Monday, May 4th, 2009

Dear Norm:
I’ve heard you say that—if you run your business right—departing employees shouldn’t be able to take your customers with them. So what am I doing wrong? I give our project managers and salespeople a lot of freedom to serve customers. After a year or two, the employees walk off with the account. Each time, I get the same feeling as when I receive a letter from the IRS.
Charles

Dear Charles,
Start by looking at your hiring practices. It sounds as though you could do a better job of spotting salespeople who want to be around for the long term. You also need to be proactive. You’re asking for trouble if you and your operations people don’t have regular contact with customers. That’s the only way to make sure a customer belongs to the company, not to the salesperson. I’m careful not to step on the toes of our salespeople, and they’re happy I’m so visible. My presence gives them a competitive advantage. They’d have only one reason to object: if they didn’t really have the company’s interests at heart.
Yours truly, Norm

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