17 Years in Hospitality. Whoa.

This year marks 17 years in hospitality sales.  I am writing a little bit late (October, I know, I know), because October was just a really rough month in the course of one very chaotic year.  Despite the turmoil, and I learned one big thing that I wanted to share with you (no, not 17 things.... evidently I'm not that creative and my short-term memory is shot).  Are you ready?

Spend the majority of time on your "A Team."  Most of our time as salespeople or managers is spent on our "B" and "C" teams.  Be they needy groups or accounts, or needy employees, most of our attention is focused on the trouble-makers, the labor-intensive business that requires jumping through flaming hoops or bending over backwards.  Why is this?  I don't know, but when you think about it, usually the ones who don't require as much attention -- be they sales accounts or employees -- are the ones that produce more results for your business.  So why do we show them less attention?

For accounts, it's a hard thing to do.  If an account is producing, you usually just leave well enough alone and let the business flow in while you look for supplemental leads.  Is this smart?  Not, at all.  Business left unattended can cause planners and contacts to feel unappreciated, ignored, and eventually, they may look elsewhere for business.  Always show your top accounts the most love.

When it comes to employees, your underperformers will always soak up the most time in an apparent effort to drive you crazy, and sometimes, it works.  But don't lose your head.  Make your B and C Team understand that they need to be A Team.  End the mistakes, stop the drama, produce results, CARE.  Recognize what you are failing to provide as a manager that prevents them from being A Team material (pressure, recognition, boredom, lack of support, intentions, etc.), and work on it.  Your B Team may just surprise you.  Giving them ample chances to redeem themselves and they are still B or C team material?  Help them move along to a B-rated organization.

NFL head coaches never spend time talking to the third string kickers inside of the two minute warning.  Oh no, they are talking to first string quarterbacks and their offensive and defensive coordinators in the final minutes of the game so that they can win.  What's your endgame?  Whatever it is, remember to spend your time wisely.