“Make It A Kodak Moment”

As a Manager of a litigation support business, have you occasionally found yourself frustrated over the disparity between your “performance expectations” of your account managers…and what the account managers expect of themselves? The typical account manager whose performance is “below the mark” will often be:

• Busy…but not productive
• Working hard…but not smart
• Being reactive…instead of proactive
• Finding an excuse…but not finding a way

The next time you find the lackluster performance of one of your account managers perplexing, you might consider trying this exercise. Schedule a time for the account manager to meet with you to discuss:

• Their current list of prospects, including phone contacts for each person
• A review of their appointments for the past week
• A list of their appointments for the next 6 to 8 days
• A summary of their follow up activity for the past week
• “New Tryers” for the past 30 days

This kind of conference needs to be scheduled with little to no advance notice in order to capture the most accurate picture of what might be keeping their performance below the mark. You will likely walk away from the conference with a clearer picture of not only what is adversely affecting their performance, but be in a better position to influence some positive changes in their approach to the job.

Admittedly, it is sometimes easier to pinpoint the reasons which cause someone to perform poorly than it is to make the necessary changes. Since 1994, The Beckham Group has been providing professional sales training for companies whose business focus is on selling an array of services to the litigation support marketplace. Our “legal specific” sales training program has a significant effect on an account manager’s productivity and performance. The reason is rooted in our ability to impact five critical areas…skill, motivation, habits, expectation, and determination. We consistently get positive feedback from all over the country from the account managers we’ve trained, and their managers, who are thrilled with the impact our training has had on their performance…and their company’s bottom line.

If you have been thinking about professional training for your account managers but still have questions, we would be happy to try and answer them…or give you a referral to one or more of our clients. The second quarter training schedule is enclosed. Let us hear from you soon if you plan to send one or more account mangers to an upcoming class.