Three Hall of Fame DSRs give their advice on how they Prep and Manage Vacations
- DSR Hall of Famer, Chris Conder
- DSR Hall of Famer, Paul Gamziukas
- DSR Hall of Famer, Jon Suddeth
How do you prepare for coverage of your customers when taking vacation time?
Many sales reps don’t take a vacation because they are so worried about what’s going to happen when they’re off. They might take a day here or there, but they’re still on their phone and all that. Those of you NOT taking a vacation should listen up, because you NEED to take a break/vacation.
Taking time off is critical to your success.
Chris Conder: Number one, you must decompress and take those vacations because you deserve it. Preparing your customers ahead of time is the goal. Most of my folks are online ordering so they manage their own orders. We have a great system in place at US Foods utilizing our sales support inside sales coordinators. So, every district has an assigned person for our district, and we try not to overlap vacations so that person can handle any situations that might arise during your time off.
But if you prepare your customers by making sure their order guides are up-to-date and lining up the details ahead of time, usually, you will have a smooth vacation. Granted, there are going to be hiccups, and that’s just the nature of our business. But we have a sharp sales coordinator in our division, and she does a bang-up job for us anytime any situations might come about. That backup really helps.
DSR Dave: The key to what Chris just said is to make sure your order guides are up-to-date and try not to have three different tomato sauces on there. Have the one they use and maybe the backup because they will order the wrong one. And inform your customers of the necessary info so they are aware and prepared.
How far in advance do you prep your customers for your time off?
Generally, a week out. I use a vacation template on my computer and set the dates, print it for hand delivery, email it, or take a picture and text it depending on what they prefer.
It includes my inside contact’s number and my district manager’s number. I provide them with the tools they need if they encounter a situation.
Paul Gamziukas: I think everybody needs to take a vacation. You have to decompress and unwind. I make a detailed list day-by-day with the times the customers are to be called on. I also include specific notes, whether there’s a different delivery day. You take the order for example, on Tuesday, but they don’t get it until Thursday. It works out to be several pages of detailed instructions. My customers know in advance when I will be gone on vacation. I always arrange it so the customer is getting a call at the same time that I would normally go see that customer. I copy my district manager on it, as well as my customer service rep.
I always tell my customers, if they have a question, give me a call. I don’t mind. I’ll answer my phone on vacation. I don’t typically take my computer with me, so I’m not taking orders. But, if they have a question or concern or anything, I want them to call me. My phone’s with me. I’ll answer. It’s a scary time for foodservice reps. Other reps smell blood in the water when you’re on vacation and begin circling.
Jon Suddeth: I send them a letter telling them who is covering for me, whether it is someone in customer service or my sales manager. I provide the days/dates I’m going to be gone, the person that’s covering me, and their cell phone number, office number, and email address.
If it is an account that I physically go into, I will let them know what time and days of the week my replacement will call to get their orders, and I ask them to have it ready.
For my entrée accounts, the ones who order online, I provide the contact if they have any issues or questions.
If I am traveling in an area that doesn’t have cell service, like when I’m on mission trips with my church, I actually record a phone message that says, “Stop and Listen!” So, they do not blindly leave a message after the beep that will NOT be heard until I return.
I may still find myself working because in this business it is 24/7, and I was in the restaurant business and understand what it is like to need something. I want to make sure they know they are important to me and that I’ll do whatever I can to take care of their needs.
They are the ones who pay me, so if it is important for them to call me, then it is important for me to listen and do what I can for them.
Be a Resource and SELL SOMETHING!!
