In our defence...

Reading the letter (Letters, Sept 2008) from Bryan Benfield, I agree with much of his sentiment. However, may I address the points with a balanced view?

After 20 years as a rep, I have a list as long as your arm of how clients have wasted my time, demeaned my position, and generally treated me like dirt.

So what has happened to manners?

I like a chat about football too. However, I also like to chat about the new products I came 100 miles to demonstrate to you, rather than your golfing holiday.

I like to make a reasonable effort in my manner of dress. Would you kindly get your slobbering dog off my new suit trousers? You may think it amusing, but my next client will look askance at my dog-slobber covered pants and raise an eyebrow. Do you really have to take a dog to work with you, especially if you can't control the damned thing?

 I spend a day a week in my office making appointments with clients. When I drive through rush hour, rain, sleet, snow, and yes, the occasional bit of sunshine, you could have the courtesy to actually be there. How many fellow reps have made significant journeys to be met with "Oh, he's gone out. Did he know you were coming?"

This isn't Tesco. We don't do BOGOF deals, and if my product goes in your showroom for free, I would be very grateful if you did not cover up my company's logo!

When you demand from my office that our brochures and catalogues are sent by next day courier (at our cost, I may add), then please have at least the courtesy to actually open them and have a look. I find so many clients denying that they have ever received our literature, yet on my next visit some weeks after the event, lo and behold, it's there in the pile of junk mail, still wrapped in its cellophane!

Product returns? Again, this isn't M&S. You mis-ordered it? You threw away the packaging? You chucked the remaining bits in a Tesco bag and sent it back to our head office with no note, no phone call, and want me to give you a full refund for your incompetence? Would you do the same thing with your clients? Exactly!

You finally pick up the catalogue and select the items you want. Can you actually read and write? Is the rest of your product so hastily selected without attention to detail? No wonder there are so many complaints from end users about our trade. Even the simplest of instructions is rarely followed. Catalogues are not read properly, technical departments are usually contacted only when you are on site and find that the widget doesn't work because you neglected to order the bit to complete the installation. Sad to say that this bit is usually on the same catalogue page, but hey! I'm the rep and your personal servant. Of course I'll get the bit from the warehouse, put it in the boot of my car and drive 100 miles with it because the catalogue is too difficult for you to understand!

No, of course you should keep your mobile phone on during our meeting, and yes, you should answer it every few minutes without such as an excuse me. After all, I'm just a lowly rep. Why should I have any right to your time and attention? After all, I've only made an appointment after you showed interest at an exhibition or read an article about our latest products and requested a visit and demonstration. I've only travelled 100 miles and taken four hours to get here, and hey! Why should I be offended? I'm just a rep.

In a quiet market, we need to respect each other's points of view. I may be just a rep, but I make you so much extra money in products that generate much needed extra revenue in your showroom that you can afford that new BMW 6 series, your holiday home in Spain and your membership to the local golf club. These are, I hasten to add, out of my price range. But, hey! Why should I care too much? I'm just a rep after all.

Name and address supplied

Another sales rep replies...

I write in response to Bryan Benfield's comments about the best use of a rep's time when making a call. I am sure he is not getting old but like more and more of us at the moment, he may have a little more time on his hands.
Our company employs a great team of territory sales managers (14 in all) who, to my mind, are thoroughly professional throughout each and every working day and I think that maybe Mr Benfield may have a particular axe to grind rather than a general one.
 
To answer a few points he raised:
 
Sometimes we do just call in as we're passing - this may be because the previous appointment had cancelled without calling us and we had some time, sometimes you have to go out because hey, business is business, you understand.

Some people do like to chat about the football, and over a cuppa, but if you are busy, tell us and allow us to get to the point, we also like to move on wherever necessary but if you offer up a drink it might be taken as rude not to accept as it sounds like you have time to talk.

Your display may work correctly but to get the full benefits of display offers a company may require us to check. You would be surprised how many displays gather dust in a warehouse and, without a little nudge, go unfitted, and we supply it at little or no margin because "we never pay for displays" (which is of course a whole other conversation!).
Mr Benfield is right that in these times we all need to be professional. That matter is not in dispute. If there are fundamental mistakes being made - answering your mobile is the worst thing you could possibly do mid-meeting, for example -  then it is up to companies and sales managers to put a stop to it. Please don't forget however, if your phone rings, we do allow you to answer it.

In short I agree with a lot of Mr Benfield's points but the generalisation of statement, I believe, is not true of the whole industry nor individuals and for that our sales team and others like it deserve the right to reply.

Matthew Hall, national sales development manager, East Coast Fittings

But another retailer agrees...

I fully concur with Bryan Benfield of Bathrooms Inc, Rugby.

The representatives of today have, in comparison to years gone by, cloned into mere faces that turn up, unappointed, sometimes with the attitude that their presence affords them a God given right to your time.

Generally the issues you wish to speak to them about are "off limits" so this begs the question, why does their company need them?

The representatives that give the courtesy of ringing to appoint a precious moment of our time, are fully conversant with their company's product and have some measure of clout, are welcome with open arms.

The cardinal sins are:

Interrupting a client's presentation
Interrupting while an appointed representative is in a meeting already.
Looking as if they've just returned from a surfing holiday (hair and dress)
Having their mobiles on - (everyone else is more important than me)
Hovering while our sales people are dealing with paying clients

Pat Hyam, Dajon Interiors, Gloucester