The hardest part of being a sales manager is the human element.

Not the targets, not the client demands, or even the market volatility.

It's always been about the people.

Sales strategies, tools, and training can be honed to perfection, but managing the unique personalities of not only your customers but of your sales team? That’s the real puzzle.

This realization led me down a rabbit hole.

Why do some team members buckle under pressure, while others thrive?

Why does a sales pitch, successful yesterday, fail today?

Why do I sometimes wish I could don the title of “The Rock: The People's Champ” instead of a sales manager?

Let’s pull this into three segments navigating the human element, strengthening human bonds, and maintaining the human connection.

There’s a lot to cover, so let’s get started.

Navigating the Human Element

Not to be confused with the Human League who wrote the hit song “Don’t You Want Me Baby”

In sales management, understanding and guiding the human spirit becomes an art form.

Here’s my attempt at decoding this art:

With your team

Understanding Individuality

Everyone's unique. John might be motivated by accolades, while Sarah thrives on constructive feedback. Understanding these nuances is crucial. Treat your team as individuals, not just cogs in a machine.

Embrace The Ups And Downs

Every person has good days and bad days. Remember, they're human, not sales robots. A dip in performance could be due to personal issues, lack of motivation, or even market changes. Be ready to ride these waves with them.

Equip, Don’t Just Direct

Instead of merely setting targets, equip your team. This might mean providing training, offering emotional support, or sometimes, just lending an ear. Be their go-to person, not just their boss.

With your customers

Personalizing Customer Interactions

Just like your team, every customer is unique. You can't approach all of them with a one-size-fits-all strategy. Take the time to understand their needs, preferences, and pain points. This will not only make them feel valued but also help you tailor your sales pitch effectively.

Adapt to Customer Moods

Customers have their ups and downs too. You might encounter someone who's having a bad day or is frustrated with your product. How you handle these situations can make or break a relationship. Be empathetic, listen actively, and offer solutions. You're not just selling a product; you're providing an experience.

Be Their Consultant, Not Just a Salesperson

Customers appreciate it when you go the extra mile to solve their problems. Instead of just pushing for a sale, offer valuable advice or insights that can help them. This positions you as a trusted advisor, not just someone looking to make a quick buck.

Strengthening the Human Bond

Navigating the human element isn’t just about managing; it's about forging bonds.

With your team

Prioritize Their Time

Recognize the value of your team's time. When they come to you with concerns or for guidance, be present. This gesture communicates respect and understanding.

Walk Beside, Not Ahead

Being in the trenches with your team, understanding their challenges firsthand, and celebrating their victories fosters trust and camaraderie.

Open Channels, Open Hearts

Whether it’s a chat over coffee, a message on Slack, or a formal review meeting, ensure your communication channels are always open. Let them know you're there, ready to listen, advise, or sometimes, just share a laugh.

With your customers

Value Their Time as You Do Yours

Time is of the essence in sales. When customers come to you with queries or issues, address them promptly and efficiently. This shows that you respect their time, which in turn strengthens your bond with them.

Be Present in Their Journey

From the first interaction to the after-sales service, be there at every step of the customer's journey. Celebrate their wins, understand their challenges, and offer solutions. This creates a sense of partnership rather than a mere transactional relationship.

Maintain Open Lines of Communication

Whether it's a follow-up email, a courtesy call, or a newsletter, keep the lines of communication open. Let your customers know that you're always there, ready to assist, advise, or even share some industry news that could benefit them.

Maintaining the Human Connection

The journey doesn’t end once you've established a rapport. The human element is dynamic, ever-evolving.

with your team

Continuous Engagement

Beyond sales targets, engage them in casual conversations. Understand their aspirations, hobbies, and even their favorite Netflix binge. It’s these little things that make a big difference.

Growth Beyond Sales

Offer opportunities for personal and professional growth. Maybe it’s a course they want to take or a skill they wish to acquire. Support them.

Always Be Genuine

The world of sales can be ruthlessly transactional. But your relationship with your team doesn’t have to be. Let every interaction be rooted in authenticity.

To sum it up, while the world of sales swirls around numbers, targets, and strategies, the core remains the human element. And mastering this might just be the most rewarding part of being a sales manager.

With your customers

Engage Beyond the Sale

A sale should not be the end of your relationship with a customer. Engage with them regularly, ask for feedback, and offer updates on new products or services that could interest them. This continuous engagement keeps the relationship fresh and dynamic.

Facilitate Their Growth

If your product or service can help your customer grow personally or professionally, make sure they know how to leverage it fully. Offer tutorials, webinars, or even one-on-one sessions to help them make the most out of their purchase.

Keep It Real

Just like with your team, authenticity goes a long way in maintaining a healthy relationship with your customers. Be transparent about what your product can and cannot do, admit when you're at fault, and always strive for a genuine connection.

If you've resonated with any of this or want to share your journey navigating the human element, I’m all ears!

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