I gave my sales person an inbound lead about 3 months ago. At the time he worked it for about a week then never followed up again. This week the customer randomly called me (the owner) to place an order and told me that he wants to deal with me. I paid my salesperson a commission on the order and promised to pay him if this customer orders that type of product again in the future.
My question is if I sell the customer a different type of product now that they’ve become “my customer”, should I also be paying my salesperson a commission for that?
I don’t want my salesperson to feel salty of screwed over if they find out the customer buys other types but I also feel like I inherited the customer by no choosing of my own. Maybe it’s best to have an honest conversation with the salesperson now?
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It falls back to whatever your rules of engagement or commission rules say. If they don’t exist, time to make some. They don’t need to be complicated and aren’t going to cover 100% of every weird scenario that might come up.
I’d sit down with the salesperson and see where this one fell through the cracks. Did he just simply not call them, were they mis qualified, or did he simply have too many other higher priorities. Use these situations to improve the process. At the end of the day one commission isn’t going to make or break you but not having a good sales process and well trained sales people will.