Tell Them the Rules Whatever compensation system is used, recent
What About CSRs? Consideration should also be given to incentive
compensation for CSRs, because their actions and continuing interface with clients is key to maintaining and growing these relationships. It may be useful to distinguish between new accounts and continuing ones. This might enable an approach that would incentivize sales reps to concentrate on the development of new accounts by increasing their compensation on new accounts, while shiſting some compensation on existing accounts to CSRs and away from sales reps. Special attention should be given to customer alts. Many print projects are examples of “building the airplane while flying it” so the final result can look quite different than the original concept. CSRs are not only key to managing this stream of changes but in getting the firm paid for them (clearly a significant issue as alts are not subject to competitive pressure). Providing incentive compensation for CSRs also demonstrates to the employee, and the entire firm, the real importance of effective customer service. Note that the Fair Labor Standards Act and the U.S. Department of Labor have detailed provisions covering bonuses paid to non- exempt (hourly) employees that must be followed. In most states, CSRs are not properly classified as exempt personnel.
The Magazine 15
changes in both federal and state employment laws have opened up many companies to potential problems due to claims for overtime from people previously thought of as salaried and minimum- wage compliance issues. Also, a recent federal case in this area, Pierce et al v. Wyndham Vacation Resorts, seems to expand to some extent the requirements to avoid problems with the federal wage-hour compliance rules and is worth keeping in mind when craſting policies regarding salesperson compensation. Whatever policy you develop, before you finally adopt it be sure that there are no potential pitfalls in your locale. Based on the rules where you operate, there should be an explicit set of clear expectations, policies, and rules concerning your compensation arrangements with both salespeople and CSRs that are communicated in writing to the affected persons. Check with legal counsel to be sure you don’t inadvertently violate the relevant rules on this matter.
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Forecast | 2018
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