The mattress company I worked for the first time no longer exists. It was long ago eaten and assimilated by a bigger company. But when I started it was an incredibly intense five weeks of training. I was told I was extremely lucky to be selected, and I was. From a pool of a hundred applicants only fifteen of us made the cut to entering the training program.
The course covered how to talk to customers, how to ask open ended questions, how to close a sale, and product knowledge. I learned a lot, and truthfully my greatest takeaway was a lot of social scripts that I could use in other areas of my life.
We also had a midterm exam and a final. Both included a roleplay element with a trainer and a written portion. They told us when we started that the course was challenging but it was still a shock to come in after the midterm and realize half the class had failed.
I was named valedictorian of training- a dubious honor as it meant I’d done the best in the class, but popular lore had it that valedictorians struggled the most on the sales floor. Lo, I struggled.
Not because I wasn’t good. I was. But because my manager set out to systematically destroy my self esteem. Every sale, every interaction I had was scrutinized and criticized.
If I sold a bed with protectors, moveable base, and pillows he’d ask why I hadn’t managed to sell pillow protectors too. His first trainee had thrived on being challenged and he’d never bothered to learn a different way to coach.
It was wretched. My performance started strong but nosedived after a few weeks with him. My trainer, a man I loathed for stonewalling me in my interview, came in to inform me I was on new hire probation. If I couldn’t get my sales numbers up I’d be let go.
His actual phrasing was, “When you have a bandaid do you like to rip it off or pull it slowly?”
Since it was eminently obvious why he was visiting and because I thought it was condescending I sweetly informed him that I liked to soak my bandaids in hot water so they come off on their own.
He was briefly startled at this derailing but then got on with the bad news. I signed some forms stating that I understood my job was in peril.
I went home furious. I thought long and hard about why I wasn’t succeeding and how frustrated I was with my manager. I came in the next day and my anger had crystallized into a cold sharp edge.
My manager opened his mouth to address the probation and I snapped, “Just leave me alone. Go in the back if I have a sale. If you must address a serious issue then you will give me praise on two things I did right and present it as a compliment sandwich. Otherwise just say good job and shut up. Your constant nitpicking just makes me anxious and I do worse. Back off.” Belated and begrudging I added, “Please.”
He raised his eyebrows in dim surprise but I’d gauged him well. He backed off. Dutifully he’d meander into the back when I had a sale and praised me when I closed it. I resented knowing it was only because I’d demanded complimented but they still boosted me up. My numbers skyrocketed, I landed my first split king sale, and I exited probation with flying colors.
The trainer came back in to congratulate my manager for turning things around. To my gratification he gave me credit for setting him straight and said I’d taught him a different way to lead. My manager would often genuinely praise that moment when I’d stood up to him, impressed with my stubborn refusal to fail and my insight into what would help.
My biggest takeaway from the whole thing was just that people need positive reinforcement to succeed. Praise people for doing a good job. If you’re ever in a position where you need to criticize someone put it in a compliment sandwich instead of just saying the negative.
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