should have included them in the loop— like I usually do in other matters. I won’ t make that mistake again.”
More on Responding to Reps
An apt follow-up to the previous item is found in the response one manufacturer offered when he was asked why so many of his reps considered him one of their favorite principals. He answered:“ I’ ve always done my best to immediately respond to their needs.”
As an example, he said“ I can recall any number of occasions when one of my reps would let me know they were having a problem with a specific customer. Instead of just letting the situation drop, I got back to him immediately and offered suggestions on altering his approach. If that alternative didn’ t work, I’ d keep open the dialog until we came up with something that would result in getting the business we expected.
“ What I’ m really referring to here is that a manufacturer can’ t let his rep stand naked in the cold. Since the rep would show a willingness to come to me with a problem, it would be inexcusable for me not to offer my assistance. In addition, I’ ve found that this willingness on my part to help the rep has been returned in kind by the reps. So, if they compliment me for the way I work with them, I’ d like to return the favor. They make me look good in front of their customers.”
MANA welcomes your comments on this article. Write to us at mana @ manaonline. org.
Jack Foster
Jack Foster, president of Foster Communications, Fairfield, Connecticut, has been the editor of Agency Sales magazine for the past 23 years. Over the course of a more than 53-year career in journalism he has covered the communications’ spectrum from public relations to education, daily newspapers and trade publications. In addition to his work with MANA, he also has served as the editor of TED Magazine( NAED’ s monthly publication), Electrical Advocate magazine, provided editorial services to NEMRA and MRERF as well as contributing to numerous publications including Electrical Wholesaling magazine and Electrical Marketing newsletter.