After my delightful evening with Bou and her boys, I had to put the game face on and hunker down to prepare for an ugly training session. (I'd much rather have gone to Sea World and seen the Manatee poop!)
On the drive home, I started running through my presentation. I've given this particular training about 12 times now, so I know the content. But one can never be too ready, especially when you know you're not heading into friendly territory.
Had trouble sleeping, just kept running every possible scenerio through my head - wanted to make sure I had everything covered and didn't end up standing in front of everyone with my virtual pants around my ankles.
Got up around 5:30 and realized I didn't have any coffee. Holy Shit. Folks, this is not a good way to start the day - EVER. So I made a pot of tea and just tried to focus. Stopped by Publix to pick up my coffee cakes (that I had called ahead for) and, wouldn't you know it - they didn't have what I needed. So, I bought a couple of crumb cakes and headed out.
I arrived at 8:30 for my 9:00am meeting and went in to prepare. Took the cakes into the break room and put everything out. First thing I noticed? No one would talk to me. Seriously. I'd say hi - they'd look right through me. Ok, I can deal with this.
Headed over to the product I was training on, checked to make sure it was working correctly, took notes for follow-up and got everything ready.
Training booklets, check
Backup documentation, check
Black book for notes, check
I really wanted to grab a cup of coffee from the break room, but given the vibes I was picking up, I thought that might not be appreciated.
I walk the floor, checking my product, taking notes, attempting to engage some of the Sales Associates in conversation until, finally, it's 9:00.
Everyone gathers round and I stand in front of the group. In my minds eye, looking down, I felt like that prisoner standing in front of a firing squad without the blindfold. I would have the luxury of seeing the bullets as they sped towards me.
I start out the presentation with an apology. I tell them I understand they have not recieved the attention they need, or deserve. I will not offer any excuses or reasons, it's time to put up or shut up. I'll be visiting regularly from now on and will allow my actions to speak rather than my words. Now is the time to move forward and let them know how grateful I was for the opportunity to talk with them about this product.
In to the training we dove. It was not pretty. Not one positive thing was said. Not about the product, not about me. Shots were taken, but I managed to stay standing. At one point my credibility was questioned. And it was by someone higher up in the store. They all but called me a liar. In front of everyone. That is the one time the smile slipped and the "look" was reveled. I looked this person directly in the eye, lowered the tone of my voice and gave the date, time and facts surrounding the event we were discussing. Ended the statement with "that was the week before I went into the hospital".
Silence.
I then smiled, looked around and moved on.
After it was over I spent another hour talking with those that would talk with me. Some of the Associates have some very hard feelings towards me, I don't understand why, but I'll deal with it.
When I left I sat in the car and chain smoked 3 cigaretts, then stopped and got a LARGE diet coke. Came home and just crashed. Literally - I slept for 3 hours that afternoon.
But the hard part is over. I taken my lickin' and kept on tickin'. In all honesty it didn't go as poorly as I thought it would. I can do this. But ohhhhhhh that was so hard to face on Saturday morning. I don't EVER want to have to do that again.
Posted by Tammi at August 30, 2004 07:50 AM{hug}
[pours shot of whiskey for Tammi]
{hug}
Ouch. Here's to hoping round 2 goes better! Still, I've been where you are. The more you stick with it, the more they know you, hopefully the nicer they will be.
Posted by: Boudicca at August 30, 2004 11:54 AMYou did a wonderful job! The fact that you didn't level the creep in front of everyone was a testament to your patience and presence of mind. There is a time and a place for issues and concerns. Questioning someones character in a staff meeting is not it. Inappropriate behavior on that jerks part.
Good for you for maintaining the high road and getting your point across! You did good kid! :D
Posted by: Lee Ann at August 30, 2004 12:56 PMYou start by apologizing: professional. Air should be cleared, but attitudes will need some time and work. Understandable, but you're not the only professional in the room.
However, Mr. Higher Up gave up being a professional after he made his comment. I admire you keeping the proper demeanor. If that were me, "the look" would have been immediately followed by the "bitchslap" which would then be followed by "severe beating."
There is a reason that I'm not in sales! :)
Posted by: That 1 Guy at August 31, 2004 12:09 PMYou have just outlined why I am not in sales - period! I was cringing and all I was doing was reading this. OUCH! I really really hate it when people dislike me and I don't know why. I don't deal with it well. My dear, you are an inspiration - maybe if I'm ever faced with a similar situation I'll remember how cool you were under fire and be able to hang onto my temper. Now, shall I send you a bottle of something highly alcoholic???
Posted by: Teresa at August 31, 2004 03:21 PMMy sympathies, dear. Wish I lived close-by, so we could go and drown your sorrows in a pedicure and copious amounts of chocolate.
Posted by: Dana at August 31, 2004 06:28 PMAhh, but you BEAT it! You crushed all those bad feelings!
If you gotta win ugly, you still win.
Gee...You just made me feel really bad about the dressing down I gave the sales rep from our preferred vendor. I think I might have let him have it for something that was beyond his control. Fortunately, we were alone so didn't damage him in front of others.
Sometimes it's hard to remember that the guy is not THE company. Of course, he probably would have done better by not starting out with "we've had these complaints before" right before he started in explaining what they would do about it. I was a little flabberghasted. In my business, if the product doesn't work right, somebody get's hurt, goes to the hospital or worse, so, I felt a little vindicated in giving him the dress down. You don't really want the sales guy to tell you they've had multiple complaints before and you are just one in a long list of complainers and that they really haven't fixed the product yet but are still trying to sell it to you.
I try to remember it's just the guys job, but I think of them as "my" representative, too. somebody who can't get my wants and needs to the vendor.
Ok...off my little soap box and let me re-state, I feel your pain. In my world, when somebody says "I want to speak to a manager" and I am the unlucky slob standing in the department, you definitely get the earful of how the company service sucks...So...sympathy and empathy.
Posted by: kat-missouri at September 1, 2004 04:24 AM