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Burnout: Causes and solutions for managers

When sales reps get burned out, they may lose their desire to grow and contribute. This may lead to turnover, lack of productivity and apathy towards customers and work. In her icmi.com article “Preventing Agent Burnout: a Manager’s Handbook,” Francoise Tourniaire discusses the causes of burnout, including:

• Long hours. Managers should consider each individual’s tolerance for overtime and long hours.

• Loss of control. “Control is an essential component of job satisfaction,” says Tourniaire. She suggests including reps in decisions about rules and protocols.

• Poor people skills. Sales professionals who take customer complaints personally or show a lack of concern for customers will find it difficult to be successful.

• Lack of recognition. Especially when financial compensation is lacking, managers must provide incentives and recognition for their employees. Reps may benefit from tokens such as a gift card included in a personal thank you note from the manager. 

• Feeling exploited. When sales professionals feel they are working too hard for little recognition while others reap the benefits, they quickly become burned out.

“Keep the workload reasonable, allow agents to use their brains and their best judgment, give them customer management skills, say thank you and keep it fair,” writes Tourniaire.  What are your strategies for preventing employee burnout? Please leave a comment and share them with us!