Supplier BulletinApr 24, 2025
Protect Your Customers and Your BusinessSponsored by the Gemological Institute of America
IndependentsJun 05, 2019
Squirrel Spotting: Top Salespeople Need Love Too
Peter Smith makes a case for giving your top salespeople space, but not so much space that they feel entirely alone and unappreciated.
Peter Smith is president of Memoire and author of two books, “Hiring Squirrels,” and “Sell Something.” Connect with Smith at dublinsmith@yahoo.com.
One of the great paradoxes with superstar salespeople is like the rest of us (or even more so), they want to be left to their own devices to hunt and prospect, unencumbered by anything they view as an obstacle.
But they also want to be loved, and they need to be loved.
Superstar salespeople want to feel like they are part of the group, respected, perhaps even the most respected members of the team.
They need to know that what they see as their unique talents—the ability to engage customers and influence buying behaviors—is valued, without the irritant of petty rules and regulations.
It is that latter aspect, the rules and regulations part, that infuriates managers of top salespeople.
Managers want to be fair and equitable. They want to give everyone the same opportunity to be successful and they can’t understand why there’d be one set of standards for the team and an entirely different set for one person.
It is hard to argue with that sentiment. Wouldn’t it be great if everyone, to paraphrase the Ritz-Carlton, behaved like proper ladies and gentlemen? Wouldn’t our lives be that much easier if all our people were equally motivated, emotionally mature, and sensible in all their choices and decision-making? What a lovely, utopian planet we would have (well, at least within the confines of our own businesses).
Lost in the well-intentioned sentiment of wanting to treat everyone the same is the irony of top performers not acting the same as everyone else.
They don’t ask you to call them in the morning to deliver a pep talk. They don’t wait for managers to point them in the direction of customers.
They don’t need convincing that what pays the bills are sales, profitable sales. They don’t waste time with activities and projects that don’t move the bar, and they almost always prioritize selling activities over everything else.
There’s no doubt star salespeople can be difficult to manage. Their maverick-like behavior can drive their colleagues crazy, and they do push the envelope in their efforts to make sales and to minimize distractions.
“Great salespeople need space to make their magic happen … Leave them, but don’t forget to love them.”But, before you get too caught up in your well-intentioned efforts at fairness and equity, ask yourself: Does the rest of my team bring to the table what my top salespeople do?
Ask yourself where the sales would come from if it weren’t for your top generators, and be honest about it.
The idea that sales from top sellers would have happened anyway, even if they didn’t work at your store, is optimistic and self-serving.
The best salespeople have an inherent wiring that is not shared by their colleagues and their talent is reflected in their ability to self-prospect, to close more sales at a higher average ticket, to add-on and up-sell, and to develop repeat business through assertive and self-driven clienteling.
Great salespeople need space to make their magic happen and that magic is oxygen for our businesses. They should be given every opportunity to do what comes naturally to them. Their drive is not a function of training or outside motivation; it is inherent.
Let them do their thing and pull them back only every now and then to ensure they don’t go completely off the rails. Don’t try to manage out of them what you never managed into them in the first place.
Leave them, but don’t forget to love them.
Don’t misinterpret their desire to go it alone with not wanting to feel like they are a part of the team.
Make sure to tell them—privately, publicly and authentically—that you value what they bring to the table and what they mean to your business.
In “Leaders Eat Last: Why Some Teams Pull Together and Others Don’t,” Simon Sinek wrote: “As much as we want to stand out and consider ourselves individuals, at our core we are herd animals that are biologically designed to find comfort when we feel like we belong to a group.
“Our brains are wired to release oxytocin when in the presence of our tribe and cortisol, the chemical that produces the feeling of anxiety, when we feel vulnerable and alone.”
Top salespeople will seek newer pastures when they feel ostracized or apart from the group.
They want the freedom to make things happen and to blaze a trail. What they don’t want is to feel like they are on the trail alone.
Peter Smith is president of Memoire and author of two books, “Hiring Squirrels: 12 Essential Interview Questions to Uncover Great Retail Sales Talent” and “Sell Something: Principles and Perspectives for Engaged Retail Salespeople.” Both books are available in print or Kindle at Amazon.com. Connect with Smith on LinkedIn or at dublinsmith@yahoo.com.
The idea that sales from top sellers would have happened anyway, even if they didn’t work at your store, is optimistic and self-serving.
The best salespeople have an inherent wiring that is not shared by their colleagues and their talent is reflected in their ability to self-prospect, to close more sales at a higher average ticket, to add-on and up-sell, and to develop repeat business through assertive and self-driven clienteling.
Great salespeople need space to make their magic happen and that magic is oxygen for our businesses. They should be given every opportunity to do what comes naturally to them. Their drive is not a function of training or outside motivation; it is inherent.
Let them do their thing and pull them back only every now and then to ensure they don’t go completely off the rails. Don’t try to manage out of them what you never managed into them in the first place.
Leave them, but don’t forget to love them.
Don’t misinterpret their desire to go it alone with not wanting to feel like they are a part of the team.
Make sure to tell them—privately, publicly and authentically—that you value what they bring to the table and what they mean to your business.
In “Leaders Eat Last: Why Some Teams Pull Together and Others Don’t,” Simon Sinek wrote: “As much as we want to stand out and consider ourselves individuals, at our core we are herd animals that are biologically designed to find comfort when we feel like we belong to a group.
“Our brains are wired to release oxytocin when in the presence of our tribe and cortisol, the chemical that produces the feeling of anxiety, when we feel vulnerable and alone.”
Top salespeople will seek newer pastures when they feel ostracized or apart from the group.
They want the freedom to make things happen and to blaze a trail. What they don’t want is to feel like they are on the trail alone.
Peter Smith is president of Memoire and author of two books, “Hiring Squirrels: 12 Essential Interview Questions to Uncover Great Retail Sales Talent” and “Sell Something: Principles and Perspectives for Engaged Retail Salespeople.” Both books are available in print or Kindle at Amazon.com. Connect with Smith on LinkedIn or at dublinsmith@yahoo.com.
More on Independents
The Latest
EditorsApr 24, 2025
Q&A: Wolf’s CEO Talks U.S. ExpansionSimon Wolf shares why the time was right to open a new office here, what he looks for in a retail partner, and why he loves U.S. consumers.
FinancialsApr 24, 2025
Charles & Colvard Delisted From Nasdaq Due to NoncomplianceThe company failed to file its quarterly reports in a timely manner.
Brought to you by
Protect Your Customers and Your BusinessThe risk of laboratory-grown diamonds being falsely presented as natural diamonds presents a very significant danger to consumer trust.
SourcingApr 24, 2025
Young Diamantaires Transition to NonprofitThe organization also announced its board of directors.
Weekly QuizApr 24, 2025
This Week’s QuizTest your jewelry news knowledge by answering these questions.
TrendsApr 24, 2025
Amanda’s Style File: So CharmingCharms may be tiny but with their small size comes endless layering possibilities, from bracelets to necklaces and earrings.
MajorsApr 23, 2025
Bulgari Doubles Size of Jewelry Factory in ItalyLocated in Valenza, the now 355,000-square-foot facility includes a new jewelry school that’s open to the public, Scuola Bulgari.
Events & AwardsApr 23, 2025
PDPaola Creative Director Wins FGI’s ‘Rising Star’ AwardPaola Sasplugas, co-founder of the Barcelona-based jewelry brand, received the Fine Jewelry Award.
AuctionsApr 23, 2025
Rare Custom Rolex Daytona Heads to AuctionA platinum Zenith-powered Daytona commissioned in the late ‘90s will headline Sotheby’s Important Watches sale in Geneva next month.
MajorsApr 23, 2025
David Yurman’s New Campaign Stars Carmelo Anthony, Jaylen BrownThe basketball stars wear men’s jewelry from the “Curb Chain” collection.
MajorsApr 22, 2025
Zales’ Rebrand Takes Playful Approach to Fine JewelryThe Signet Jewelers-owned retailer wants to encourage younger shoppers to wear fine jewelry every day, not just on special occasions.
AuctionsApr 22, 2025
Christie’s to Auction JAR Jewelry CollectionThe 21 pieces, all from a private collector, will be offered at its Magnificent Jewels auction next month.
ColumnistsApr 22, 2025
The PR Adviser: Building Buzz Through Word of MouthLilian Raji answers a question from a reader who is looking to grow her jewelry business but has a limited marketing budget.
GradingApr 22, 2025
Avi Levy Is GCAL By Sarine’s New Chief Growth OfficerGCAL by Sarine created the new role to sharpen the company’s focus on strategic partnerships and scalable expansion.
Events & AwardsApr 21, 2025
An Exhibition Exploring the History of Cartier Is Now on Display“Cartier: Design, Craft, and Legacy” opened earlier this month at the Victoria and Albert Museum in London.
IndependentsApr 21, 2025
New York Jeweler to Close After 111 YearsVan Cott Jewelers in Vestal, New York, is hosting a going-out-of-business sale.
IndependentsApr 21, 2025
IJO Names New Director of Vendor Relations, Merchandise StrategyIndustry veteran Samantha Larson has held leadership roles at Borsheims, McTeigue & McClelland, Stuller, and Long’s Jewelers.
Events & AwardsApr 21, 2025
Jewelers of Louisiana, Mississippi Jewelers Association to Co-Host ConventionThe two organizations will hold the educational event together this fall in Mississippi.
Events & AwardsApr 18, 2025
Daymond John to Give Keynote at JCK Las VegasThe entrepreneur and “Shark Tank” star will share his top tips for success.
CollectionsApr 18, 2025
Piece of the Week: Dukachi’s ‘Easter Bread’ PendantThe Ukrainian brand’s new pendant is modeled after a traditional paska, a pastry often baked for Easter in Eastern European cultures.
IndependentsApr 18, 2025
Bremer Jewelry to Reveal Renovated StoreThe jeweler has announced a grand reopening for its recently remodeled location in Peoria, Illinois.
MajorsApr 18, 2025
Tiffany & Co. Employees Star in Mother’s Day CampaignThe “Strong Like Mom” campaign features moms who work at Tiffany & Co. and their children.
CollectionsApr 17, 2025
John Hardy, Athena Calderone Partner on Art Deco Decor-Inspired CollectionInterior designer Athena Calderone looked to decor from the 1920s and 1930s when crafting her first fine jewelry collection.
FinancialsApr 17, 2025
Movado Group to Increase Prices to Offset Tariffs ImpactDuring a call about its full-year results, CEO Efraim Grinberg discussed how the company is approaching the uncertainty surrounding tariffs.
Lab-GrownApr 17, 2025
NDC Launches Its Diamond Learning CenterThe free program provides educational content for jewelry salespeople and enthusiasts to learn or refresh their diamond knowledge.
Policies & IssuesApr 17, 2025
Jewelers of America Requests Tariffs Testimonials from MembersThe feedback will be used to prepare other jewelers for the challenges ahead, the organization said.
