Decision Makers

I am not sure if this is an industry trend topic or not, so Brent feel free to do with it what you wish, but its one that I have seen pop up a few times in the past couple of months. Maybe this is nothing new to most of you, but it is new to me since as most of you know I am relatively new to the industry. I have listened to both perspectives and would be interested in your comments on how to address this issue. There seems to be a general lack of proper "chivalry" on the part of the vendor and their approach to decision makers in this industry. Last night I was tweeting with someone from California who seemed quite upset over some vendor who went above her head to promote some product. Completely understandable!

Last month I was following a discussion on ASTD National on the Linkedin site. This particular topic was from a vendor's prospective who felt he had a legitimate service or product to offer and was frustrated over Decision Maker arrogance as he called it. This resulted in over 60 comments from individuals going back and forth with their perspective and viewpoints. Now, I don't know the whole story from either side, but found it interesting the strong emotions that were the result.

I'd like to go back to the word "chivalry". This word invokes in me the thought of just doing things the "proper" way. For instance when you come to a door you are going through, and there is a lady behind you, chivalry kicks in and you hold the door open for her. This is the automatic and proper way of doing things.

That being said, I am wondering if this word "chivalry" can be applied to the "vendor" and "decision maker" relationship? Our whole conference in Vegas had the theme "Knowledge is Power" Both sides of the industry are doing their personal best to live up to the changing standards of doing business.

Perhaps now some "Knowledge" or better yet wisdom can be shared. What do you think can be done to improve the relationship and process between the key decision makers in this industry and the vendors who are promoting a product or service?

What a tough situation, and unfortunately, I don't see a solution anytime soon. The problem is that there are people on both sides of the fence that give their respective sides a bad name. There are obviously bad salespeople who are not trying to build a relationship, but rather use any conniving trick to get the sale. On the other hand, there are certain decision makers that treat salespeople like dog-meat.

We (at MFI) are trying to promote vendors as partners to decision makers while making sure to weed out the annoying/pushy vendor problems that are inherent.

I think it's important that vendors show restraint and long-term thinking. They need to give salespeople incentives not just on initial sales, but also on repeat sales down the line so that there is a vested interest in creating long-term relationships.

On the flip side, decision makers need to be open to the fact that vendors are there to improve your business. Whether an investment into new technology or cost savings to existing technology, there should be an ROI with a vendor. So seeing a new vendor as a nuisance isn't as productive as seeing them as an opportunity.

In the end, you are right that we need to have ways to better communicate, work together, and share in each other's success.

It comes down to more than just your product as a vendor. If you come at someone and try to convince them that they need you and need to pay you, it's just not going to work. People don't like that. The best approach is, "Here's what i can do to make your life/business easier/more profitable/less stressful, etc."

Vendors, it's not about you. It's not about your product. It's about your customer and their needs. I can have all the temps in the world, but if I don't have a customer who needs them, then I don't have a job. I'm sorry, I know it's harsh to put it that way, but I'm tired of seeing pitches before I meet and get to know the pitcher. Don't try to sell me on yourself before I know you or before you know if I need you. I hear the same kinds of stories that Jonathan does and it's aggravating to say the very least.

You have to show the proper level of respect to your clients. If you put in the time and work on building that relationship the way you are supposed to, so that it's a REAL relationship and not a one time fast talking sales elevator pitch, then it will pay off. People don't do business with others who can't respect them or take the time to get to know them.

I have never met a regional or "decision maker" who didn't respect the approach of me trying to see if I meet their needs. They want and have earned a certain level of respect in our industry and even if they aren't going to chose to become my client, I'm still going to respect them. And I'm certainly not going to foobar a deal midway through the relationship phase by jumping to the next banana tree that looks like it might be more fruitful.

It gets me so worked up, the lack of chivalry as Jonathan calls it, because when one vendor does it and treats their clients like that, it makes the rest of us look like schmucks.

This is a very challenging topic. I've been on both sides of the business now, so I understand the mentality of, "Please don't insist on trying to sell me something in which I have not expressed interest." I've encountered the persistent vendor who is just "SURE" they have what I need. My reaction is to run and hide. Now I'm on the other side of the coin and I see that instant knee-jerk reaction of decision makers veering down the alley if they see their path is going to cross mine or any other vendor's.

I guess it comes down to this - we can't control those around us, we can only control ourselves and our own interactions. I choose to approach decision makers, and everyone else I run into, with respect. Respect for their intelligence, their time, and their needs/wants. If I can offer something that may benefit them, then great. If not, at least we can be on friendly terms, and they don't have to feel the need to flee.

I love Jonathan's idea of 'chivalry' because it is so often lacking in the business world. I wonder what kind of "code of vendor chivalry" this multifamilyinsiders community could come up with. That would be very interesting!

Hello Everyone! Thank you for the responses on this. I will be happy to identify myself as the Twitter Cal Gal @HappyAllDays (who wasn't very happy last evening)who tweeted this subject last night. I will be kind and remove the name of the company and the sales person for obvious reasons. (As a side note: I do work with this company in one of my markets as it does seem to suit their needs.) We went through the sales presentation and determined it did not meet our global needs two months ago and have sought another company. Yesterday, my CEO, COO and VP of Operations received a message from the vendor stating he would like to get in front of them to present their product. I'll shoot straight from the hip on this one. If the primary decision maker for the company in this area has made a decision not utilize your services... it should be respected. It even begs the question "Have you ever been successful cold emailing the President of a major REIT to pitch your marketing company?" I think not. That is why there are various decisions makers who are experts in their field working at the company. To further aggravate the situation when we contacted the vendor he had become so disagreeable and actually stated "I'm a salesman and I will continue to contact people until I get their attention." Or something to that degree. It was so astounding to me that this kind of sales practice is still in use today. I understand that everyone has a job to do but you lose more ground when you become adversarial and disrespectful. This is a reflection of your product. Even to the point when asked to cease he stated if we had a problem with his business practice to call the principles of his company. Now this is a far, far, FAR and few between situation and one that truly unnerved me. I have had and continue to have strong relationships with my vendors as I feel they are a partner with our company. They are here to support our company and its success. And yes, it is truly difficult to get the attention of Marketing heads as we are constantly bombarded with new and exciting products. I can absolutely appreciate that. But no means no and you have to respect that. Be respectful of our decisions and we will respect you more. We may even refer you to others.

And I agree! There needs to a shared responsibility of chivalry in our industry. We all work together. We sometimes go to other different areas of our industry and we need to keep our reputation intact. This is a very close knit community in which we call home. I also can appreciate the fact that we are all under extraordinary pressures. Don't make poor choices in your communication as it only reflects poorly upon you and your company in which you are promoting.

I agree with your topic. I would hate to have been on the reciving end of that call. It sometimes uncomfortable when a vendor does not seem to work or try to communciate with the client. Creating a relationship is what opens the door to many more opportunities. I sincerely understand what "sales" means and how it works but in the long run, emailing the president will not get you anywhere. Thanks for sharing this topic!

I've been on both sides of the desk, from the multifamily side, I negotiated with many Vendors on behalf of the Owner & yes, I had a couple that went direct to the top. When the Owner called I let him know exactly how I felt, especially a sales person actions on-site & I felt that this difficult attitude would hinder our business relationship.
On the other hand, I've worked with several Management professionals at different levels and ended up with the entire company as a client.

But I have to tell you I was exhibiting at a state Trade Show and had an Owner come up and tell me he wasn't going to do business as I never responded to his email. Well, I was also working with an RM at the time and she told me to deal with her only and she would handle everything. I was told by the RM they were not interested, so I never contacted him further. After the Trade Show, I forwarded her email to him and told him my cell number that he could call me 24/7 and we could have his online store up and running with 48 hours for nationwide purchases. He responded, shocked & apologized & all is well.

But Darcey, I will say if that was one of my Reps, they would be fired, as you are correct, it definitely reflects poorly on the company. Let alone the reputation that Rep will get in the industry, as there is a reason it's called "multifamily", it's one large family nationwide! Don't burn those bridges as you might need to cross it again down the road!

Like many of you, I too have been on both sides, having run marketing operations for several owners and managers before going into business for myself in 1996.

On the one hand, you need those in your sales force to be "hungry" for the sale. On the other, you can't afford to have people who convey "I really need to sell my stuff to someone...are you that lucky person today?" LOL!

Being in the relationship and communication business, we really try to practice what we preach in everything we do. If your goal is to create relationships and partnerships, hard selling is the wrong way to go! We are blessed that our sales team takes a very consultative, soft sell, approach.

It comes down to hiring team members who have "it" - a caring, giving, respectful soul who thrives on relationships, problem solving and solutions. Hard selling doesn't work. Perseverance works, but harrassment of course doesn't. Understanding that you will not close every prospective deal is important, as is the attitude that "I am not going to close every one...but this one will."

As I read everyone's comments, it reminded me of comments a friend and a client shared last week at NAA when we were all sitting down chatting - with both referring to the same company. When referring to this one company, a decades long friend in the business said the president of this firm literally called him 26 days in a row to try to "sell him." 26 days in a row! And he left a message every day. And he kept calling despite my friend saying no thanks. Our client then shared a story about the same firm, describing the sales approach of the president of this company as "stalking." Wow, is that the reputation a "service provider" would want to have?!?!?

If one wants to build relationships and partnerships, it starts with the positives I noted as well as the great comments about chivalry. It comes down to genes, how one was raised, and the company's environment and leadership.

Doug, we all know that it really takes 27 days in a row to get the sale. That's "Sales 101", isn't it?

is it possible to be persistent without being annoying? We've worked with clients who we contact every month and try to get them to let us earn their business. Sometimes it works over time, sometimes it doesn't, but I'd say if you're going to call on someone, make it once a month, and change your approach once and a while. Bring them wine. Bring a Pie. Send Flowers. Send chocolate. Don't just call like a madman

Mike Brewer once told me that it's a lot like dating. You don't talk about marriage on the first date. You talk about the person that you're out with and get to know them.