How can you manage sales territory disputes with customers and reps?

1 Understand the root cause

The first step is to identify the source of the dispute and the expectations of the parties involved. Is it a matter of overlapping geographies, accounts, or products? Is it a result of poor communication, coordination, or performance? Is it a sign of dissatisfaction, competition, or opportunism? By asking the right questions and listening to both sides, you can understand the context and the concerns of the customer and the rep.

3 Monitor and evaluate the outcome

The final step is to track and measure the impact of the solution on the customer satisfaction, rep performance, and sales results. You should also solicit feedback from the customer and the rep on how they feel about the resolution and how it affects their collaboration and loyalty. By monitoring and evaluating the outcome, you can ensure that the solution is effective, sustainable, and scalable. You can also identify any gaps or issues that need further attention or improvement.

4 Prevent future disputes

To prevent future sales territory disputes, you need to have a proactive and consistent approach to sales territory management. This means defining and updating your territory criteria, rules, and goals based on your market analysis, customer segmentation, and sales strategy. It also means aligning and empowering your sales team with the right tools, training, and incentives to execute your plan and achieve your targets. And it means communicating and engaging with your customers regularly to understand their needs, preferences, and feedback.

5 Handle disputes promptly and professionally

Despite your best efforts, sales territory disputes may still arise from time to time. When they do, you need to handle them promptly and professionally. Don't ignore or avoid them, as they can escalate and worsen over time. Don't take sides or favor one party over another, as this can damage your credibility and authority. And don't compromise or settle for a quick fix, as this can undermine your long-term goals and vision. Instead, follow the steps above and seek a fair and mutually beneficial solution.

6 Learn and improve from disputes

Sales territory disputes can be challenging and stressful, but they can also be opportunities for learning and improvement. By managing them effectively, you can not only resolve the immediate problem, but also strengthen your customer relationships, improve your sales team performance, and optimize your sales results. You can also learn from the feedback, insights, and best practices that emerge from the process and apply them to your future sales territory management.