Having worked in the web on a variety of projects and in varying capacities over the last 10 years, I’ve always questioned the need for sales people. Well, not exactly the “need” for sales people, but rather the tools and talent that comprise an organization’s sales force.

Now, of course, it would be flat out foolish to think a services company could thrive without a sales force. However, what has always ground my gears has been the sales force’s typical lack of knowledge of the services being sold. (I certainly have worked with my fair share of sales people who do know what they’re doing, but I’m always amazed that at least half of the sales forces I’ve worked with could as easily be selling carpet, used cars, or up selling you on banking services you don’t really need.) And what I find even more remarkable, is that this problem is fairly commonplace.

The sales person is really the “gateway” person of any organization. They are the person responsible for the first impression, and for introducing potential clients to the organization.

Let’s now examine the definitions for a moment.

According to dictionary.com, the definition of “doorman” is:

the door attendant of an apartment house, nightclub, etc., who acts as doorkeeper and may perform minor services for entering and departing residents or guests.

And the definition of a “salesman” is:

a man who sells goods, services, etc.

The problem I typically encounter with sales people is when they migrate from being one who sells goods, services, etc. into “performing minor services”. Such as quoting out additional work for free, or for a pittance without really considering the implications of the addition of such work to the project or service. The problem is, so to speak, when the doorman behaves like the CEO of the company.

This ramble is not meant to denigrate the truly skillful sales people who are out there, but rather to remind us all that your function is to focus on the relationship not so much as the deliverable–but to know enough about the deliverable you are selling to answer questions about it.

How many doormen don’t know what the interior of their building looks like? Where the concierge is located? Have you ever had a doorman give you the keys to the penthouse suite with a wink and a smile?

Perhaps I am stretching my metaphor a bit, as since sales people are responsible for building relationships with clients. However, as I have been reminded in my different capacities over the years: once the client is in, we don’t want the sales people bothered until they are ready for the next upgrade. If such is the case, then I submit to you that they need to be aware of the organization’s capabilities and research & development.

This is of key importance: stay on top of things. Know what can be done before saying “Yes, absolutely.” There is nothing worse than a boiler-plate proposal that has been “modified” by Salvidor Dali.