The Case of The Lost Commission
November 23, 2020 8:51 AM Subscribe
I may have lost a helpful sales representative their commission on a purchase of mine. I would like to make it right. Let me know if you approve of my strategy or have anything else to add - details (and wrinkle) inside.
A sales representative was above average nice to me during my shopping experience which allowed me to make my purchasing decision with confidence. This directly followed a very negative shopping experience of mine at another retailer on the same item that ultimately failed. I want to make sure the representative gets their commission on the sale for the effort in helping me.
I didn’t realize the representative likely works on commission until after the purchase process was already initiated by me online. I want to make this right for the sales representative. I’m planning to talk to company representatives to see what can be done to make sure the purchase can still be credited to the sales representative somehow in order for the rep to receive their commission.
If that doesn’t work, I’m planning to give the sales representative something like an AmEx (or similar) gift card in the approximate amount of the commission they would have earned along with a thank you note. The purchase I’m making is a relatively big one and the commission amount is relatively small to me (it’s a flat fee rather than percentage-based commission), but I expect it makes a difference to someone working on commission.
Wrinkle: the ultimate transaction is expected to take a few weeks, and has the possibility to still fall through between now and then. I won’t know whether the representative will have earned their commission with the company or not until the sale goes through a few weeks later, at which time I would know if I should be sending a gift card or not.
Questions:
Does the gift card and thank you note sound like a good solution if the company won't retroactively credit the sale to the rep?
Would you advise I do anything differently?
I want to do the right thing as I have a special soft spot for folks working on commission, especially for those who are actually helpful instead of annoying and pushy, and especially during these unprecedented times. I want a plan of action in place so I can stop stewing on this situation and move on with my life.
Thank you in advance.
A sales representative was above average nice to me during my shopping experience which allowed me to make my purchasing decision with confidence. This directly followed a very negative shopping experience of mine at another retailer on the same item that ultimately failed. I want to make sure the representative gets their commission on the sale for the effort in helping me.
I didn’t realize the representative likely works on commission until after the purchase process was already initiated by me online. I want to make this right for the sales representative. I’m planning to talk to company representatives to see what can be done to make sure the purchase can still be credited to the sales representative somehow in order for the rep to receive their commission.
If that doesn’t work, I’m planning to give the sales representative something like an AmEx (or similar) gift card in the approximate amount of the commission they would have earned along with a thank you note. The purchase I’m making is a relatively big one and the commission amount is relatively small to me (it’s a flat fee rather than percentage-based commission), but I expect it makes a difference to someone working on commission.
Wrinkle: the ultimate transaction is expected to take a few weeks, and has the possibility to still fall through between now and then. I won’t know whether the representative will have earned their commission with the company or not until the sale goes through a few weeks later, at which time I would know if I should be sending a gift card or not.
Questions:
Does the gift card and thank you note sound like a good solution if the company won't retroactively credit the sale to the rep?
Would you advise I do anything differently?
I want to do the right thing as I have a special soft spot for folks working on commission, especially for those who are actually helpful instead of annoying and pushy, and especially during these unprecedented times. I want a plan of action in place so I can stop stewing on this situation and move on with my life.
Thank you in advance.
Response by poster: Additional context it cases it matters: The purchase is for a relatively essential item with time pressure to acquire and I've been feeling the stress of it, so my general stress levels are higher than normal in addition to *waves* everything else that's been going on.
posted by anonymous donut at 9:05 AM on November 23, 2020
posted by anonymous donut at 9:05 AM on November 23, 2020
It's not at all clear to me what you might have done to prevent the rep from getting their commission. Did you not buy the item from the nice salesperson or from the company they work for?
A sales representative was above average nice to me during my shopping experience which allowed me to make my purchasing decision with confidence. This directly followed a very negative shopping experience of mine at another retailer on the same item that ultimately failed.
This reads like you had a bad experience at one place, went to another place and had a good experience and then bought the item from them. if that's the case they'll get their commission.
posted by soundguy99 at 9:18 AM on November 23, 2020 [1 favorite]
A sales representative was above average nice to me during my shopping experience which allowed me to make my purchasing decision with confidence. This directly followed a very negative shopping experience of mine at another retailer on the same item that ultimately failed.
This reads like you had a bad experience at one place, went to another place and had a good experience and then bought the item from them. if that's the case they'll get their commission.
posted by soundguy99 at 9:18 AM on November 23, 2020 [1 favorite]
Call the company and spend the time to get yourself routed to someone in a supervisory capacity. Tell them you received excellent service from named individual and made your purchase due to the efforts of this named individual. Ask for an email address where you can also send this praise/feedback. Make it less about commission and more about wanting to make the shoutout. The rest is out of your hands.
But good companies notice when clients are happy. I'm in HR and clients being pleased by the work of specific employees is noticed.
posted by phunniemee at 9:21 AM on November 23, 2020 [20 favorites]
But good companies notice when clients are happy. I'm in HR and clients being pleased by the work of specific employees is noticed.
posted by phunniemee at 9:21 AM on November 23, 2020 [20 favorites]
I think what happened (and this has happened to me) is you go to the store, browse with the rep's help, make your choice, go home, and order the item online.
I've come close to doing this (I caught myself in time and ended up calling the rep and making the purchase from them over the phone). What I would do now is call the rep directly, tell them you screwed up, and ask them if there's a way to make sure they get commission on the sale. If there is a way, they will know it. And if there isn't a way, you can follow that up with a gift card and/or letter.
It is possible, though, that there's a way to get them official credit for the sale, especially if it hasn't closed yet (like cancelling the order and reordering through them). Depends on the business/product.
posted by gideonfrog at 9:26 AM on November 23, 2020 [5 favorites]
I've come close to doing this (I caught myself in time and ended up calling the rep and making the purchase from them over the phone). What I would do now is call the rep directly, tell them you screwed up, and ask them if there's a way to make sure they get commission on the sale. If there is a way, they will know it. And if there isn't a way, you can follow that up with a gift card and/or letter.
It is possible, though, that there's a way to get them official credit for the sale, especially if it hasn't closed yet (like cancelling the order and reordering through them). Depends on the business/product.
posted by gideonfrog at 9:26 AM on November 23, 2020 [5 favorites]
They may be forbidden from accepting gifts from customers, especially anything like a gift card, particularly if they have any discretion to affect pricing (even if they didn't carry out this transaction).
Giving praise to the manager is definitely worth doing and you can ask what's allowed.
posted by Candleman at 10:10 AM on November 23, 2020 [5 favorites]
Giving praise to the manager is definitely worth doing and you can ask what's allowed.
posted by Candleman at 10:10 AM on November 23, 2020 [5 favorites]
This thread is closed to new comments.
Like, let's say you had a terrible salesperson at a car company, but then the car wash guy was really nice. It's not like you'd ask the commission to go to the car wash guy, not the salesperson. And you wouldn't bring the car wash guy cookies for doing an above average job.
I'm always above-average nice to clients. They often appreciate it. I get satisfaction out of being nice to people and making them happy. Sometimes people ask to return the favor somehow, and I always decline. By doing something extra for me, it makes it not a gift that I helped you so much in the first place!
So, pay it forward. Be nicer to others. Go above and beyond. Help the next person. And - when someone is incredibly helpful to you, try to immediately take action. Sometimes I ask - "Is there any way I can help recognize what amazing service you gave me? I can write a yelp review and mention you." People always say no. The recognition isn't something they want - being helpful is its own reward.
posted by bbqturtle at 9:03 AM on November 23, 2020 [1 favorite]