Improving Communication
The Salesperson and The Planner Clash
Phil is sitting studying the order book when the phone rings. He picks it up and listens as Simon from the Sales departmententhusiastically informs him, “I’ve just won a big order. Its important you get it in the plan for me this morning Phil. I’vepromised this customer we will deliver by the end of the month.”Phil hears the energy in Simon’s voice but is troubled. This months plan is already at capacity and then some. Production isstretched to fulfil all the orders already in the book including an order placed several months ago for one of the company’sbest customers.“Now, hang on Simon,” Phil says firmly, “That is not going to happen. The book for this month is closed. We are nowoverloaded for your product area. We are absolutely full.”“No way Phil. I cannot accept that. This is vital,” says Simon urgently. I have already made a commitment to the customerand it makes my numbers for this month.”Phil briefly glances down at the confirmatory figures on the page in front of him before responding, “I’m sorry Simon, but Ireally do have to consider all our customers and also all the other guys in your department who have already placed ordersthat we have promised to meet. You will have to go back to the customer and tell him the delivery date will have to bepostponed. We probably won’t even have the material needed for what you’ve promised – you know the rules. You shouldhave checked with us before making the commitment.”Simon, incensed and worried that Phil’s response could lose him this big sale, says, “Phil this is rubbish – you know thescore. We have a very hard job winning orders as it is. I am going to call Alan, now, and I am sure that when you twospeak, you will give him a different answer.” The line goes dead. Phil knows this could get difficult as Alan is the salesdirector whilst he is only a lowly planner.Simon slams down the phone with every intention of calling Alan. However, on calling Alan’s secretary he learns that Alan isout for the rest of the day. His first response blocked, Simon considers the situation and begins to feel uneasy about theend of the meeting with Phil. If he had succeeded just now in saying what he originally planned to Alan, he might now beregretting it. He had after all broken a rule imposed by Alan. He should never have promised the customer a delivery withouttalking to Phil first. He was just so keen to win this new customer and if he was honest keen to meet his sales target.On that note Simon realises too that if he wants to meet future sales targets he need Phil’s support. He is not going aboutsecuring Phil’s support in a very clever fashion.Simon begins to see he has created quite a storm but he is also aware he needs the new sale in this months plan – he is inbetween a rock and a hard place. Sitting not decided what to do he recalls a training session he was involved with recentlywhere they presented a process for dealing with disagreements and negotiations. He looks through his desk, finds the handout he was given, and reads it to see what it has to offer. After a little study Simon feels the process could be worth a try – he has already taken step one of the process which is tostop the discussion.Goldratt-TOC LtdHow To Win Arguments
Tuesday, 20 January 2009 © John Tripp 1994 - 2009
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