Reference no: EM132267074

You manage a highly motivated salesperson that exceeds his quota each year. His only job-related problem is that he has a “short fuse”, and sometimes responds temperamentally to tense situations. Take yesterday, for example. You accompanied him on a sales visit to a long time customer. Toward the end of the visit, the customer launched into a tirade against the sales person for an order that had arrived late and had caused the customer considerable production problems in his plant. You were embarrassed when your sales person snapped back, practically yelling at the customer and angrily telling him that the late order was not the fault of your company. Once back at the office, you tell the salesperson to phone the customer and apologize for the outburst. The salesperson says, “I have nothing to apologize for,” and leaves the office for a three- day business trip out of town. You wonder what to do. On one hand, you know that the apology should come from your salesperson. On the other hand, you know that he will delay giving the apology and perhaps phrase it in a half hearted way. What should you do?