Mistake # 99: Let sales support staff become lazy and rebellious

I have several support staff that, according to one employee who has overheard them talking, they hold quotes to customers so management will think they are busy.  So, are sales down because they have held some quotes at bay to get to customers?! I have now demanded that all quotes go out within no more than three hours; they spend two hours daily on follow up calls; and that they are so overloaded that they may even need to stay late to catch up.

In their book, it is grounds for “keeping management off my back.” In my book, it is grounds for termination.

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