“What do you think?”
“Well I can’t make the 90 calls. It is just too much. We are annoying the customer too much and burning our bridges. To call the same people 3 times or more in a day it does not make sense. We are no longer inside sales, we are just telemarketers.”
The Sales Director was not happy. “That is where you are wrong. This is how sales is. It is a numbers game and you have to be aggressive. If you don’t want to call people and be persistent then maybe you should consider if sales is for you.”
Dave had more. “Well I have another question. Why do you think our sales dried up in December and January? It seemed like things were going well in October and November. Was it something external?”
The Sales Director was still pissed. “No. It was you reps. You reps are lazy. Thinking that you can only make 20 calls and make sales. Just not doing the work and trying to get by on as little work as possible.”
“So you think it is because everyone here is just not working hard? Everybody on this sales floor is trying to do as little work as possible?” Dave asked.
“Yep that is it.” -The Sales Director
END OF ENTRY DJ ROBO BISCUIT
Dave sits down.
The manager sits down.
“I just don’t get it. I don’t understand why the numbers are so low.” The manager says and looks at Dave.
“I am going to quit.” Dave says a little bit shakily.
“You are going to quit?” The manager asks.
“Yes. The job is just stupid now. I can not make the 90 calls a day. We are no longer performing the job of an inside sales rep we are just telemarketing.” Dave said.
“If you want to quit that is up to you.” The manager said.
TO BE CONTINUED …
Dave was working at his desk. He was excited. He was having some success. The customers were interested. He could feel that sales were about to come in. He had used his energy to talk to prospects who were more likely to purchase.
But, his call numbers were lower than what they were supposed to be at that certain time of day. His manager and the Sales Director were expecting 40 calls and Dave only had 20 calls.
He received an email.
These call numbers are not acceptable. By this time of day there should be 35 calls at a minimum. I can not understand why your numbers are so low. We are going to have a meeting later today where we discuss how we will fix this. I need a written plan from you. Nevertheless, by the end of the day I should see 90 calls.
Dave read the email. He was upset. The organization did not care about the quality of the calls, they only cared about the quantity. They just wanted to see the number. Something they could measure and quantify. Dave sat there and contemplated his life. He knew he could no longer keep his sanity and continue working at ComboTech.
He used the Company Skype and contacted his manager. “May I speak to you privately?”
The Manager responded, “Sure.”
Dave’s heart was beating fast. He thinks that maybe his fight-or-flight response was triggered …
His manager stood up from the desk and moved towards an open meeting room.
TO BE CONTINUED
Dave was doing his job and working. He was enjoying his time responding to incoming emails where his customers told him they needed a week or they needed 4 weeks to decide on the product. At 9:15AM all of the managers had to attend a meeting. Dave does not know what transpires in the meeting of the managers. But Dave would have to guess the meeting of managers involves the Director of Sales looking at them and telling them to “get their Shiz together and that they need a sale or else.” It is of no surprise to Dave that when his manager returns in a stomping fashion there is a quick team meeting called.
The manager looks pissed.
“Dave, we gotta pick it up. You have been here for one hour and 15 minutes and you only have 10 calls. We need more.”
The manager looks at the reps.
“Guys, make the fudging calls.”
Dave is slightly distressed. He thought the goal was to make sales, not to simply make a certain number of phone calls. Was the goal to hit a certain call number?
The manager and the Director seemed to be focused on the achieving of a metric as opposed to encouraging individual reps to find and get sales.
The Breakdown of values.
-DJ ROBO BISCUIT
It was raining. The parking lot had cars. White cars red cars gray cars black cars. Past this lot is another lot. Our building is brick and across the lot is another brick building and across from that is another brick building. Money is made in these buildings. On this day it was raining.
The nice lady with the long hair walked into the ladies room. She sat on the toilet and cried quietly. It was 9:30 and she was worried. The Metric had been pushed up. She was ready to work when she walked in this morning. But her manager had sent out an email. The email was demanding. “There shall be NO TALKING.” “We need 75+ calls today.” The email was an angry email and a little bit nasty. The manager who sent the email had just left a meeting where her manager was not happy with her. The power of the trickle down. The previous day there was a manager for the managers and when this manager of managers was leaving the office he saw two workers who were talking and laughing. Keep in mind, this talking and laughing was on company time. These people are not paid to be social and happy. They are paid to work! and produce! and create profit! The boss needs a dollar and you need your dime!
Some walk over to the coffee machine. They are dismayed as they move towards the machine. The machine has been moved. It is now off of its table and in three pieces. There is a man who is scruffy with a blonde mustache and he is guffawing and huffing as he bends and turns and moves things and stares at the machine. He is the repairman. His butt is slightly revealed as he bends down which is of course a stereotype of repairman and is being used by the author of this story right now. The workers of the company who must make their calls to hit their quotas walk to the cooler to get a Coca-Cola. The cooler has recently increased in size which must mean that profits are increasing. The company is only slightly happy. There is movement. Some workers are fired after 3 months. Some don’t make it past 2 months. They fire 2. They hire 6. They fire 1 of the new ones. One of the new 6 also quits. The profits are real and the Soda cooler grows in size. The workers of the calls need their soda pop in order to caffeine up and seize the day. If the 75 calls is not met by the end of the day, things will not be good on the next day. The manager of manager will notice on his screen and most likely send out an email to the manager of the workers. The manager of the call-makers will ask them “are you pushing yourself? Are you reaching your potential? Are you having success?”
The workers could answer the question. But the answer is not that important. After they answer, the manager of the call-makers will let them know that their previous effort was not satisfactory to the upper ups. The calls must be hit or their will be consequences. It is veiled what the consequence will be. Is it a firing? Is it a termination? The workers who make the calls or only cogs in the machine. They are bags of meat which pick up the phone and dial. Although it might seem that these cogs are humans who have a wife and a daughter and a dog and house and a car; that is not the way it is because these lazy workers are not hitting their metrics so they must go.
The crying lady is on her terminal. She is ready to make many calls. She does not want the receivers to answer because she wants speed! She wants her speed and she wants to call the same number twice! Then she will have two calls on one account and if she can find 32 accounts where she can make two calls then it will be easy for her to hit her goal. But she knows every call needs an email but she can not do that because it will take too long for her to send a personal email. She looks around. Everyone is on the phone. She is not on the phone. She must get on the phone.
She receives a badly written email that is double annoying for her as she has a college degree and worked hard in English classes. “Howw Bad Do U want it? Persisstence iz the key to success you must succeed or you are lazy. Be ambitions and jack up your amazingness. Hit the sales numbers and you can keep your job. Congrats to you what a privvilige and honor for u the worker! Bee The Best and now if your time of GrReatness.” Love, Big Manager of Managers.
The once-crying lady dies a tiny bit inside and prepares herself to make her calls. She has bills to pay and needs to keep her job.