"you get the behavior you reward"

Em conversa, durante almoço familiar, ouvi várias estórias, contadas em primeira mão, sobre a abordagem dos vendedores dos ginásios e, como a mesma é contraproducente criando desconfiança junto dos potenciais clientes.
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Imaginei logo que por trás destas abordagens estarão bónus ou comissões por vendas obtidas. A diferença entre os consultores de compra e os vendedores é impressionante. O consultor de compra primeiro pensa no cliente, o vendedor primeiro pensa em si.
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Interessante, pois, este artigo "Bonuses Should Be Tied to Customer Value, Not Sales Targets":

"we realized that “how” we do our job is just as important as what we do. Ultimately every leader knows that you get the behavior you reward. At GSK, we’ve decided that bonus incentives for our sales professionals should be tied to the value we bring in ensuring that patients are appropriately treated with our medicines.
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This patient focus is a core value for us, along with transparency, respect, and integrity. So instead of specific prescriptions sold, we began to reward our representatives for their patient focus, understanding of their customer, problem solving, and level of scientific knowledge as measured by tests and other assessments.
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Renewing focus on our values by reshaping employee incentives is helping us do more to help doctors help their patients. We are not the only industry that needs to better meet society’s expectations.  Every one of us in the corporate world must look at our business through the eyes of our customers and nimbly respond to their changing expectations."