The New Normal
Taking Care of Accounts What distributor reps did during social distancing in their territories In a recent podcast, Dail-eNews editor Daniel Beaird
and Scott Adams, publisher of Repertoire magazine discussed the challenges for distribution reps under the nationwide social distancing measures in place, and how the COVID-19 pandemic has changed the way distribution reps approach their calls.
Staying in front of accounts While there were no more face-to-face meetings amid shelter-in-place orders throughout the nation, Adams said reps were doing everything they could on a regular basis to stay in front of accounts. “It hasn’t been difficult – the accounts are calling them,” he said. 20
June 2020
•
www.repertoiremag.com
Along with an increased volume of texts and emails, reps were on phone calls 12-14 hours a day with physician practices, nurses, and doctors calling with lots of questions. Reps know that when they are on the phone with customers, there should be no noise. “It has to be a very focused conversation,” Adams said. “It’s all about helping customers. They all told me their relationships have played a huge role in working through the situation, not just with customers, but working upstream with manufacturers as well. Manufacturer relationships are just as important in getting that information so reps can relay it down to the accounts.”
