Need sources for article: We know relationships and trust building are essential to both sales and employee management. But how personal should you get with clients and/or employees? Is the line between personal and professional moving?
Answers (6)
I think it would really depend on the situation. In many small businesses I would think your best customers/employees would be close friends and family because they want to support you. There are doctors, lawyers, and real estate agents that go into business together and wind up getting married to each other. Their is a business relationship there but there is also a close personal bond. As you get futher and further down your network (friend of a friend, business referral, cold call prospect) the line becomes clearer by default. I feel that it is very possible to have a personal relationship and still remain professional in the workplace. In fact my belief is that the more personal the better because you truly understand your client/co-worker. The only exception to the rule would be the employer/employee relationship or anything that would constitute a difference in power. The only reason why is because of the risk of sexual harassment suits or even dissention due to the fact that the boss is playing favorites. Good luck with your article.
Marc B.
National Sales Manager at Blue Box Medical
Best Answers in: Sales Techniques (7), Business Development (3), Organizational Development (2), Regulation and Compliance (1), Personnel Policies (1), Staffing and Recruiting (1), Internationalization and Localization (1), Corporate Governance (1)
Robert
I have experienced the negative side of the situation in which the personal relationship (friendship, whatever) becomes stronger than the professional one. In one case, I had a client who would 'invite' me to conferences (which I contributed heavily to) but did not give me anything in return by way of business. It got to the point where I had to decline requests for my time and funds, the reaction to which was led mostly from the 'personal relationship' angle, rather than the professional one.
As long as you are able to bring the conversation to business and be task-focused when required, there is no problem. As soon as getting down to business becomes difficult, there may be an underlying problem which will rear its head when you least expect it.
Being friends with an employee is fine - until you want to manage their performance (such as discretionary bonuses, or disciplinary proceedings).
Charles C.
CEO and Founder, Prime Devices Corporation -- CEO and President, Manufacturers' Agents National Association
Best Answers in: Direct Marketing (1), Customer Relationship Management (1), Corporate Governance (1), Manufacturing (1)
Robert,
As a sidebar to that question, you might also want to ask how close a relationship a company should want its salespeople to develop with its customers.
There is some interesting research that suggests companies should exercise caution in how they manage relationships with customers, because relationships between the salesperson and the customer are portable when the salesperson leaves, but relationships between the company and the customer survive any individual salesperson’s departure.
A link to a synopsis of that research appears below, and includes my contact information if you need to reach me.
Best regards,
Charles Cohon
President
Prime Devices Corp.
Links:
This is a great question, not easily answered in a black and white way.
We all want the kind of relationships with our clients where this a close bond. These bonds, we believe,will solidify loyalty.
I believe you can be very friendly with your clients but you must always be aware of what you say and what you are do out of being a personal friend can damage or diminish the respectful business relationship permanently. In other words, if you cross the line from business friend to personal friend, you may well give up the ability to influence the success level of your business together.
Once personal information is shared, the lenses through which the client views you is forever altered.
