Bad Sales Engineer Behavior #5: Tactlessness
November 30, 2017 § 1 Comment
Most Sales Engineers (SEs) have rare skill combinations that are only present in a fraction of the workforce. They’re technically skilled, yet they understand business requirements while also generally possessing strong interpersonal intuition. But this isn’t always the case: a not-insignificant number of SEs are surprisingly brusque in their dealings with others.
As someone who’s hired lots of SEs, I was often under pressure to get the job filled ASAP, which routinely meant lowering standards. One of the first requirements to go out the window was the candidate’s perceived ability to conduct interpersonal situations. We often felt that we could leave the relationship management to the sales rep, but the upshot was that we ended up with team members that demonstrated behaviors that weren’t as tactful as the circumstances demanded.
This shortfall manifested itself in a number of ways, including tense relationships with co-workers (especially in product development) and other peers such as SEs or salespeople. But the worst outcome was how they handled the inevitable provocations that came their way from prospective customers, particularly technically-minded people. The old adage that no one ever won an argument with a customer is doubly true when the client is still a prospect!
While it’s quite common for tactless SEs to stay in their jobs, it does hurt their ability to get promoted. I can also state this with confidence: if I had to choose between two equally technically talented SEs to let go during layoffs or other downsizing, I’d always select the one who was more abrasive. So if you’re an SE worried about your own vulnerabilities here, take some time to think about your interactions – written or verbal – with others, and correct where necessary. I’m not suggesting that you sit silently by when you’re being unfairly challenged, but there are proven polite, respectful, yet firm ways to disagree or otherwise make a point. Learning how to master this skill will help advance your career, and make the daily grind that much more bearable.
You can learn more about the overall topic of sales engineering here.