How to Dump A Rep

[EyeFitWell]

I have a general question about sales reps. I've been the manager of an optical shop since february. Although I've done well with switching frames on the board out and getting the inventory the way I like it, the time has come to eliminate a few lines. I know how to deal with reps in the usual situations, but I'm not sure how to dump a line w/o creating enemies for myself and this company. I'm in a position now where I've got scheduled appointments with all my reps (they come in about every 6 weeks-2 months) and when they come in, they ask to schedule for next time before leaving.
So, this is a little ackward. I'm not sure whether to just stop calling back, cancel appointments, and try to avoid the issue alltogether or just tell them straight up that there won't be a next time, and I'd like to move their product out of our store. One of my reps I think already knows this is coming because last time she came in and I told her we could just go ahead and replace the six frames I'd sold, and she coped an attitude for the remainder of her time here.
I have good reasons for moving the lines out. Should I tell the reps why? Or is that none of their business?
Help!

[HarryChiling]

It is always better to be straight forward with them. The initial sting will wear off, and if the rep behaves badly which some do; you can always write to the president of the company.

[hcjilson]

I'd just be up front with the reps and tell them that you are rehabing the inventory to better meet your needs and that you are looking for XYZ in terms of styling, product mix, and pricing and that currently their line is not fitting in with those requirements. By being up front you will not create any enemies, and you are not slamming the door for them to come back with future products which may fit better. Don't burn any bridges that aren't started by the reps

("I told her we could just go ahead and replace the six frames I'd sold, and she coped an attitude for the remainder of her time here. ")

If you are nice to people, they'll be nice to you even if you don't do any business with them. A good rep will find the products you need, and you never can tell what the rep will be selling in 2 years.

hj

[Refractingoptician.com]

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[Framebender]

When I was a rep I always appreciated it when an account was up front with me. If they were making changes and I wasn't included I appreciated knowing that. With the cost of gas and the time I didn't want to waste anymore than I absolutely had to. Most of the good reps I've known have been able to take this in stride. You can't be all things to all people.

I found that parting on amicable terms sometimes got me back in the door when someone else behaved badly. When we've axed a line we always try to explain that we were making the move based on what was good for our company. Some of them take it well, some not so well. The ones that take it well we remember and recommend to our friends. Sometimes their line will change and better fit our needs. At that point we let them back in. The ones that don't take it well will never get back in regardless of what they carry.

Bottom line you've got to do what's right for your practice. Good luck to you!!

[CME4SPECS]

Be straight with them. Tell them that you have been evaluating your frame lines for the past 6 months or so and that at this time you no longer need the frames that they are offering. Let them know that as your needs change, that there may be need for their frames in the future.

[ziggy]

"Goodbye, I'll call when I need something." It works ,it may sound a little short but your busy and this is the bottom line, isnt it?

[chip anderson]

You're Fired !

[Chris Ryser]

Loosing a customer is always a demoralizing moment for a rep. They work hard to travel and visit, service and try to be a good intermediary between customer and supply company.

Tell them the truth..............but invite them to come back on a lesser frequenzy...............they always might have some new models you would want to get................and dont forget sales rep are always a good source of information.

[EyeFitWell]

Thanks guys. It seemed to me that I'd want to just hear the story straight if I were a rep. I guess it's unavoidable that it might be a bit ackward, but I'll be short and sweet. After all, I LOVE some of the actual reps, but the lines don't fit in to this area's demand.
Thanks again for your suggestions.

[Angels Rock]

I have a general question about sales reps. I've been the manager of an optical shop since february. Although I've done well with switching frames on the board out and getting the inventory the way I like it, the time has come to eliminate a few lines. I know how to deal with reps in the usual situations, but I'm not sure how to dump a line w/o creating enemies for myself and this company. I'm in a position now where I've got scheduled appointments with all my reps (they come in about every 6 weeks-2 months) and when they come in, they ask to schedule for next time before leaving.
So, this is a little ackward. I'm not sure whether to just stop calling back, cancel appointments, and try to avoid the issue alltogether or just tell them straight up that there won't be a next time, and I'd like to move their product out of our store. One of my reps I think already knows this is coming because last time she came in and I told her we could just go ahead and replace the six frames I'd sold, and she coped an attitude for the remainder of her time here.
I have good reasons for moving the lines out. Should I tell the reps why? Or is that none of their business?
Help!

Coming from a rep, just tell it like it is. I would rather hear the truth than spend a year making useless calls that don't lead to anywhere. Time and gas is too valuable to me. If you show respect and tell the truth I would understand and respect your decision. If they don't then you probably made the right decision anyway.

I read the rest of the responses before responding and in regards to Chip and Ziggys responses, I would run outside, drop to my knees, look to the heavens and say "Thank God I am rid of those two". Who wants to deal with that type of arrogance. Or maybe they were kidding are really sweet guys that everybody is dying to work with.

[Bill West]

In the 70's and 80's I was always dealing with a frame rep from somewhere. The last 10 years at least I have no reps calling on me other than a new one who does'nt know any better dropping in to set up an appointment. I tell them unless they have closeouts at a really good price we can't do business. Sometimes they will come back with really good deals but most never do. I save a lot of time and money. I won't go into how I buy new stuff, but my margins are up and I save a lot of time and of course I keep what I buy so I never have to whine about reps not exchanging. I never have understood how you buy something and keep it months and expect someone to take it back. Poor buying, but then most people in this business don't buy, THEY ARE SOLD! Nobody can sell me a frame I don't want and if I want it I CAN SELL IT! Cheers :cheers:

[JERRY HUANG]

too bad opticians are tired of seeing same old frame with different names all the time! Frame reps lose respect becoz frame companies could not give them something unique for the road. :hammer:

[Angels Rock]

too bad opticians are tired of seeing same old frame with different names all the time! Frame reps lose respect becoz frame companies could not give them something unique for the road. :hammer:

Losing respect has nothing to do with having unique frames. You either have the respect or you don't and the frame has nothing to do with it. You build respect and the office will buy the frame if they like it or won't buy it if they don't like it. You may not buy their frames but it won't be because you don't respect them, if the respect is there in the first place.:cheers:

[harry a saake]

sometimes jerrys translations come out different then what he means because of the language barrier. I suspect, knowing jerry for a long time, that what he was alluding to was, sales reps lose business, but not respect, as many of them tend to have the basic same , not much different frames on a constant basis. Jerry and his partners were and still are on the forefront of making unique products on a constant basis.

Angel, just curious, as you say frame mfr, what is your line of frames and what would set them apart from other frames

[zspook1]

call their boss and ask "Who is my rep?"