Yeah, I was listening to that call, and before even reading about their pay plan structure, I could just hear the desperation for this guy to retain the customer to not be docked pay. I am all for straight commission pay plans, where you get paid for what you sell, but reverse commission structures should be illegal. I cannot imagine the amount of stress this would cause when you have bills to pay. There are so many variables. What if the contract holder died, and a family member had to call in to cancel the contract? Is it fair to dock the guys pay for not being able to retain a dead client? What if the installer knocked over and shattered a family heirloom while he was in the house? There are certain customers you will never be able to retain.
It isn't rep that should be lambasted here, it is the cable company, for having a brutally stressful pay plan in place that creates a monster like we heard in the call. For all we know, losing that client could have cost that guy $500 and been the difference between him being able to pay his rent or not.
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