Plan Now for Sales Reps' Future Work Environment

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Even while offices remain closed, sales leaders have begun dealing with ultimatums / requests from salespeople such as:

  • A top inside sales rep has said she will work only from home from now on - no matter when the office opens back up.

  • A field rep stated when life gets back to normal, he wants to cut his travel by 50%. He's realized his customers don't need to see him as often.

  • A tenured reps sees life differently since the virus and only wants to work part-time from here on out.

As a sales leader, I've been dealing with requests from reps to work from home for decades. It's nothing new. Pre-COVID, the typical reasons included:  

  • Childcare

  • Eldercare

  • Medical issues

  • Commutes

  • Spouse / partner schedule conflicts

With COVID, two things have changed:

  • Employees who never worked from home before have experienced it for the first time, done it successfully - and really like it.  

  • Being in the office might involve exposure to a serious virus.

Guidelines

Many years ago, a high-performing rep I managed asked if he could work from home 2 or 3 days a week. His wife traveled extensively and he did the daycare drop-off. The location of his daughter's new day care center had increased his commute time substantially.

I took his request to my boss, the VP of Sales. At the time, it was a privilege no other rep had. Though reluctant, my boss was willing to give it a try. Before he began working from home, we drew up a contract for us all to sign. Parameters for the rep included:

  • Remaining in the top one-third of salespeople in his division

  • Maintaining profit margin in a specified range

  • Working the stated company hours 

  • Revisiting the arrangement after one business quarter

After six weeks, I could see it wasn't working, but honored the negotiated terms. When the quarter was over, we had him come back into the office. He never mentioned it again.

Consider the Issue Now

My boss and I handled the rep's return to the office with little conflict. We had established the minimum requirements before he began working from home.

At some point, offices will open back up. Once health risks are no longer a factor, employees fall into two categories:  

  • those who cannot wait to come back

  • those who want to stay at home  

For reps wanting to stay home, reduce their hours, or curtail their traveling, you'll need a plan to address those requests. I suggest you start thinking about it now - before you have to.

Most Important Factors to Consider

Brainstorm with peers, HR, and executives at the company.  For each scenario (phone / field / part-time) ask yourselves:

  • Will this new arrangement be seamless for the customer?

  • What problems might I anticipate ahead of time?

  • Is the company willing to offer this arrangement to all reps?

  • Will there be a negative impact on any other departments (i.e. customer service)?

  • What technical equipment may be required and who will pay for it?

  • Are there any governmental or regulatory requirements that pertain to working from home in the industry or jurisdiction where you operate?

  • What is the acceptable minimum sales performance?

  • Should new arrangements be offered for a trial period initially?

  • What length of time seems fair?

  • Does a hybrid arrangement (2 days in the office / 3 days home) merit consideration?

  • If the arrangement suits neither the customers nor the company, and the reps don't want to work in the office, do we have a plan in place to hire new reps?

Employees have always asked for special considerations (4 day work week, leaving the office at 3pm on Wednesdays, etc.). Before  approving any request, set the ground rules.  Those requesting special accommodations must ensure it does not impact their job performance adversely.