It's been a week of dealing with some BAD apples (salespeople) out their. Just about two weeks ago, I had an appointment with an existing client in my territory to replace an older MP1600. We have something like six Ricoh's in five of the companies 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 DM's team, and was instructed to get a list of wants and needs for a new black or color device. After a forty-five minutes or so, 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 35ppm A3 device with all of the extra's that I outlined. I was also told that they were going to purchase, and the system was to replace the Ricoh MP1600 in the corporate office (the office I was in).
Thus, I presented my pricing to the DM, we exchanged a couple of emails, the DM asked how much for a black A3 35ppm. Now, I was holding GP 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 get an email that states, "your price was VERY, VERY, high I ordered from someone else". WTF! You what? Ok, I thought, I've gracious at losing, 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 one email each of the three people I met with (DM, the IT Manager, and the Purchasing Agent who is a newbie) asking where they bought the Ricoh from, and all three emails going unanswered kinda told me something was amiss.
I called my Ricoh manager, explained what happened (had a feeling Ricoh Direct did this), he stated he would look in to it. Low and behold about two weeks later, I had 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 corp office, thus the need for the capture solution. In fact, I have an email 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 emails, 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, WTF ever 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 that I'll have the feeling of satisfaction when "the thought of the cheap price is long forgotten after poor service".
-=Good Selling=-
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