Quote:
Originally Posted by PepsiFree
It's absolutely both.
With any job, turn the screw too tight and you'll get an adverse reaction. When an employer doesn't understand what an attainable target is, you'll either get high turnover or employees bending rules to meet it.
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And make no mistake, they implicitly support these tactics. It isn't hard to encourage employees to do dishonest things and still maintain deniability. You just need to know how to phrase it in such a way that the employees can read between the lines.
Not to mention the fact that when the people who do engage in dishonest sales tactics are constantly rewarded with bonuses and awards and are the ones regularly promoted, it tends to shift the culture towards other people who will do dishonest things.
Client comes in for a line of credit and they want $100k? Manager just has to say well why not give them $400k. Frame it as doing what's best for the customer. What if they lose their job or have an emergency? Just ramp up the fear and downplay any negatives. Only focus on the potential positives.
Then if the employee doesn't get the client to agree to the higher amount they are reprimanded. And when TD has actually removed the client from the equation entirely, you can see how they are implicitly encouraging their staff to just do whatever is best for themselves, not the client.