Sasa Radovic in beBee in English, Human Resources Professionals, Sales Retail area manager • Societe Generale bank Serbia Oct 4, 2016 · 2 min read · +200

When people become pocket change

When people become pocket changeThe financial sector is under strong competition games these days. That means the battle for clients. That means hard pressure on sales people. This is the point when someone might think the end justify the means (there is a way to say that in a correct manner- Target oriented sales). Everything is allowed to headless chase for results. And bonuses. Especially bonuses. At a first glance, it seems clients are profiting from this. When you think about it, the tougher competition is the bigger benefits clients get.

 Is that the fact? 

Speaking with clients I see a lot of rage. Some of them might be satisfied with low interest rate or kind words by their salesperson. However, an angry client is something we're living with.

Let me tell you three stories.


I was in a position to hear the conversation between company owner and salesperson. They were talking about possible loan. Of course, company owner's greatest concern was the price. The interest rate is requested to go lower. A salesperson had nothing against that, but there was counteroffer. Lower rate means fifty employees to be suggested to open accounts in the salesperson's bank. Both sides agreed.


I have heard a CEO yelling at someone over the phone: - I don't want to know how, you will make them become our clients! Find the way! It's your job we are talking about. You have three days.


 IN one elementary school, a teacher came out with the solution to make the children learn better. She made kids to write on a paper how they don't want to be punished when homework is not done properly. Then she put all those papers in the jar and said: first time you don't do your homework, you will be forced to pull one paper from the jar and receive the punishment as said on the paper.

It might not seem that those stories are connected but let me put it this way: Teacher produces CEO's. CEO's mentioned produce employees that make deals as it is described. And after all, company owners are pressured to treat their employees as a trade object. I mean, it is written that people are a company's greatest asset, but I doubt this is the way it was meant.
In all three stories, all the participants think it is OK to do what they do. Someone taught them that way. They are producing results and that means bonuses and this is the only thing that matters, right?

ON the other side of all three stories are people forced to do something. They are faced with the punishment  if they don't do what is requested. Kids are supposed to do their homework. CEO's are supposed to press their subordinates to work harder and salespersons and company owners are expected to make deals that include employees.

What would be the expected product of this kind of behavior? I believe it's rage. Kids that are frightened become angry  at their teachers. Employees that are forced to use bank's  products become angry both at their employers as well as their financial service providers. CEO's are angry at their team members, and vice versa. I see a lot of rage and I don't even have to leave my house. Turning a TV on will do.

And yet, as my job requires a lot of contacts and communication with companies I am delighted to discover a special kind of people. Those ones who love their jobs. Their smile is honest. Their commitment is real and what they do for their clients and companies cannot be paid(and mostly isn't) enough. They somehow escaped the rage trap, found a source of enthusiasm and it seems, limitless energy. Now, imagine those people as teachers, CEO's and business negotiators in all three stories.

How creative, how deep, how human those stories would be? 

mohammed khalaf Oct 4, 2016 · #1

In my experience there are at least three noteworthy features of effective communication. They are self-awareness, trust building, and a willingness to navigate difficult conversations.

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