First, I believe that the resistance expressed by many sales agents is a product of the uncertainty they percieve in their environment. Having managed multiple sales teams within a high-pressure commission only environment, I’ve quickly learned that uncertainty goes hand in hand with the job. Sales agents are highly sensitive to change — while their concerns may seem trivial to some, anything which adds to the uncertainty they already feel can throw them off their game. Wise managers will be very sensitive to these concerns and implement new policies and technology incrementally — much like boiling a frog in a pot of water.

The second thing I’ve discovered is that such change is much easier to implement when a strong relationship of trust is established between sales agents and their managers (check out this link to see an article I recently wrote about this http://www.strangelegacy.com/2008/04/27/lessons-of-effective-leadership/). If sales agents trust their leaders, and trust that the data collected through knowledge management systems will be used for training and assistance rather than punitive action, it will be much easier to win their enthusiasm for such tools. Often, when a large group of agents is highly resistant to a new policy one can trace the problem back to senior management, and a failure to build this type of environment.

You’re absolutely right. Many sales people resist using knowledge management systems not because they’re too busy. And not because they’re techno phobic.

Sales people often kick/scream about documenting what they do because they want to protect their turf and job security.

Techies are often like this too.

Now mix sales people + techies together, as in our niche with small business computer consulting, and you’ve got some pretty major negativity about knowledge management.

Ultimately it’s up to senior managers/owners to change the culture of the company to be more focused on systems, as opposed to giving into the whining and bullying of prima donnas.

Sometimes personnel changes are needed.

Because at the end of the day, if the prima donna walks out the door, you don’t want the entire “business” walking out the door with him/her.

Thanks for the great post.

Joshua Feinberg