It’s been a week of dealing with some bad apples (salespeople). Two weeks ago I had an appointment with an existing client in my territory to replace an older Ricoh MP1600. We have something like six Ricoh’s in five of the company’s six locations in the state. All older models, all bought and paid for many years ago, and at least three of them under maintenance agreement, and the rest on time and materials.
I scheduled an appointment to present “new” technology to the decision maker’s (DM’s) team, and was instructed to get a list of wants and needs for a new black or color device. After 45 minutes we had a clear idea of what model, what features, and what third-party capture solution we were going to use. At the end of the meeting I went back to the DM’s office, we spoke a bit, and he asked me to present the proposal, which was for the color 35-ppm A3 device with all of the extras that I outlined. I was also told that they were going to purchase and the system would replace the Ricoh MP1600 in the corporate office (the office I was in).
I presented my pricing to the DM, we exchanged a couple of e-mails, and the DM then asked how much for a black A3 35-ppm. Now, I was holding GP (gross profit) in the color device because it was an existing account, the service has been great, and the DM and I had met three times in the last three months so he could get his head wrapped around all of the print devices that they have (at least 38 additional printers).
A few days later, I received an e-mail that said, “Your price was VERY, VERY, high I ordered from someone else.” You what? OK, I thought, I’m gracious at losing and I did not call him to lower my price. I wasn’t going to stoop to that, but I did ask, what system did you order? My DM stated Ricoh! Again, I was WHAT! In the State of New Jersey, there are not many Ricoh dealers anymore and the one dealer I know of would never go where I was.
After sending an e-mail to each of the three people I met with (DM, IT Manager, Purchasing Agent who is a newbie) asking who they bought the Ricoh from and all three e-mails going unanswered kind of told me something was amiss.
I called my Ricoh manager, explained what happened (I had a feeling Ricoh Direct did this), and he stated he would look in to it. Lo and behold about two weeks later, I received a call from my Ricoh manager that Ricoh Direct did sell my client the Ricoh device. However, I was told that they took the order because it was for another location where we did not have a unit. I stated that was BS. It was clearly stated this system was for the corporate office, thus the need for the capture solution. In fact, I have an e-mail from the DM stating that the machine they bought had all the specs that I submitted to them weeks prior.
It all started to make sense, the unanswered phone calls, the unanswered e-mails, Ricoh Direct stating the device was going to another location. It was all coached prior to the sale that the customer would get a much lower price, but don’t tell the other rep anything. Really, whatever happened to Ricoh Rules of Engagement? You stay out of my accounts and I stay out of your accounts, right?
To the other sales rep, did you really need that deal that bad? Aren’t you ashamed because you have to give equipment away to make a sale? Where is your character that you have to snake orders from others?
After much thought, I believe the new purchasing manager wanted to make a name for himself and reached out to Ricoh Direct people. You see the statement of “We took the order for the other office” let the cat out of the bag because they knew in advance they were in a dealer account.
I’ve lost deals before and will lose deals in the future, but I feel good that I gave my client a fair price for excellent service and support. I also know that somewhere down the road I’ll have the feeling of satisfaction when the thought of the cheap price is long forgotten after poor service.
Good selling!
