enior vice president of sales for 12 Technologies encourages passion in his sales force. He wants them to be so enthusiastic that the customers can feel the worker satisfaction. Every year Lancaster takes his sales force of 700 people to a different place and has a sales meeting with a colorful flair, including bungee jumping off a four story building himself. Lancaster promotes salespeople from within. He has a definitive, goals-based progression plan for sales and service representatives, and every person on the team knows what it takes to achieve the next level.
Incentives and training programs help motivate workers. One study focused on the motivations of people who work directly with people, doing customer service, in order to understand why such employees may become discouraged and end up criticizing the customers when they are not serving them. Schultz, who designed
...