Two sales representatives are at odds over territory allocation. How can you help them find common ground?

1 Understand Grievances

Start by listening to each sales representative's concerns without judgment. It's crucial to create an open dialogue where both parties feel their perspectives are valued. This approach helps in uncovering the underlying reasons for the dispute, which often stem from fears of lost income, perceived unfairness, or lack of trust. By acknowledging their feelings and assuring them that their success is important to the company, you lay the groundwork for a solution that addresses everyone's needs.

2 Analyze Performance

Next, objectively evaluate the performance data of the territories in question. Look at sales figures, customer satisfaction levels, and market potential. This analysis will provide a factual basis for discussions and help remove personal biases. It's important to consider the strengths and weaknesses of each sales rep and how they align with the characteristics of each territory. This ensures that any reallocation of territories plays to each representative's skills, leading to increased sales and improved customer relations.

3 Define Territories

Clearly defining territories is essential to prevent future conflicts. Use geographical boundaries, customer demographics, or product lines as clear markers for each territory. It's important to communicate that these definitions are based on strategic business needs and are designed to optimize the sales process. By setting transparent rules for territory allocation, you foster a sense of fairness and structure within your sales team.

5 Mediate a Solution

Facilitate a mediation session where both sales reps can voice their concerns and work towards a compromise. It's important to remain neutral and guide the conversation towards constructive solutions. Encourage them to think creatively about how they can divide the territory in a way that feels equitable. Sometimes, this might involve trading accounts or agreeing on a referral system that benefits both parties.

6 Implement Changes

Finally, once an agreement is reached, put the new territory allocation into effect promptly. Monitor the situation closely to ensure that the changes are working as intended and make adjustments if necessary. It's also important to provide ongoing support to both sales reps during the transition period. This might include additional training or resources to help them succeed in their newly defined territories.