Many business are now trying to raise their turnover by approaching prospective clients through direct mail or via the internet, but a large part of turnover still comes from the efforts of representatives. Unfortunately the motivation of some representatives may have dropped or even disappeared, and there may be little or no effort on their part. Signals of this may be: stagnant or even reduced turnover; no new clients; cancelled orders; and complaints from clients. Resistance to administrative adjustments or changes in the organisation may also be an indication that something is wrong.

Of course, all these indications of something being amiss apply to other outside workers such as service technicians and drivers  too.

When such signals are recognised it is a good idea to have action taken. A client is likely to note when one of your employees lacks motivation. When a client hesitates between you and one of your competitors this can be an important factor in their decision making.

We have seen occasions when suspicions concerning outside workers were unfounded, but unfortunately the signals and suspicions of our clients are generally confirmed. How much turnover those clients had lost is difficult to estimate, but replacement employees certainly brought about an increase.

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