{"id":69050,"date":"2026-04-02T17:36:48","date_gmt":"2026-04-03T00:36:48","guid":{"rendered":"http:\/\/www.enxmag.com\/twii\/?p=69050"},"modified":"2026-04-02T17:36:49","modified_gmt":"2026-04-03T00:36:49","slug":"when-account-reps-dont-attack-support-key-to-maintaining-star-sellers","status":"publish","type":"post","link":"https:\/\/www.enxmag.com\/twii\/the-week-in-imaging-twii\/editors-blog\/2026\/04\/when-account-reps-dont-attack-support-key-to-maintaining-star-sellers\/","title":{"rendered":"When Account Reps (Don\u2019t) Attack: Support Key to Maintaining Star Sellers"},"content":{"rendered":"\n
\"\"<\/figure><\/div>\n\n\n\n

Like a star wide receiver on a football team, the humble account representative is well aware of his\/her importance in the success of a dealership and how their performance is a driver of success. While salespeople aren\u2019t as petulant, moody or self-absorbed as wide receivers (or at least we hope they aren\u2019t) it doesn\u2019t mean they won\u2019t test the \u201cfree agent\u201d waters, so to speak, if they feel they\u2019re undervalued or unappreciated.<\/p>\n\n\n\n

While some reps desert through no fault of the dealership, an inordinate amount of turnover could well indicate the issue is structural to the company. That may require a full tear-down and reimagining of your compensation package. For most, the changes necessary could be subtle in nature.<\/p>\n\n\n\n

To kick off this month\u2019s State of the Industry report on hiring and retention, we begin with an overview of the bread-and-butter hunters and some of the enticements that keep them aboard for the long haul. The last thing you need is your top scorer demanding a trade, so our dealer panel shares its experiences with keeping them content.<\/p>\n\n\n\n

Proper Tools<\/strong><\/p>\n\n\n\n

\"\"
Jim Haney<\/figcaption><\/figure><\/div>\n\n\n\n

One of the most common issues is when account representatives feel unsupported. Jim Haney, chief marketing and technology officer for Doceo of York, Pennsylvania, notes the problems arise when reps are handed a territory and a quota, and left to their own devices with outdated tools and bare bones strategic support. That, he feels, is a recipe for burnout and attrition.<\/p>\n\n\n\n

\u201cWe’re taking a different approach. We’re building infrastructure that actually helps reps sell, including AI-powered proposal tools, a custom CRM, competitive intelligence resources, and marketing support that generates real opportunities,\u201d Haney said. \u201cWhen a rep feels like the company is invested in making them successful, not just measuring whether they are, the dynamic changes.\u201d<\/p>\n\n\n\n

In addition to the tools, Doceo seeks to provide experienced reps autonomy where they\u2019ve earned it, and offering structure and coaching for those salespeople still in the development phase. \u201cNot every sales professional needs the same management approach, and recognizing that has been important for us,\u201d he added.<\/p>\n\n\n\n

\"\"
Tyler Johnson, WiZiX Technology Group<\/figcaption><\/figure><\/div>\n\n\n\n

For WiZiX Technology Group in Roseville, California, it\u2019s essential to focus on four aspects within the dealer\u2019s control. The big four are flexibility, a competitive and motivating compensation plan, eliminating operational friction and celebrating wins as a team, notes Tyler Johnson, senior vice president of sales.<\/p>\n\n\n\n

\u201cCombine that with public recognition and team driven, and you create an environment where both green reps and veterans feel confident they\u2019re in the right place,\u201d he said.<\/p>\n\n\n\n

Awesome Trips<\/strong><\/p>\n\n\n\n

\"\"
Melanie West, UBEO Business Services<\/figcaption><\/figure><\/div>\n\n\n\n

In an industry that sees a relatively high rate of turnover, it\u2019s key to have at least the basic enticements covered. UBEO Business Services of Austin, Texas, holds onto its biggest stars through competitive commissions and bonuses, ongoing training, career advancement pathways, and recognition programs, according to Melanie West, the west director of HR for UBEO.<\/p>\n\n\n\n

The shock and awe associated with an amazing president\u2019s club-type trip doesn\u2019t hurt, either. \u201cIncentives like awards, trips where we have taken employees to Florida, Maui, Aruba, Europe and so many more wonderful vacation spots, along with flexible schedules, have proven effective,\u201d West said.<\/p>\n\n\n\n

\"\"
Vince Miceli, Pulse Technology<\/figcaption><\/figure><\/div>\n\n\n\n

There\u2019s no sure-fire way to ensure account reps won\u2019t start looking for greener pastures. Plus, there\u2019s no defending a geographic uproot when it\u2019s motivated by family relocation or other variable beyond what dealers can reasonably expect to counter. Vince Miceli, vice president of Pulse Technology in Schaumburg, Illinois, is always on the lookout for great ideas.<\/p>\n\n\n\n

\u201cWe are always looking for the ‘secret sauce’ to make recruiting and retaining easier,\u201d he said.<\/p>\n","protected":false},"excerpt":{"rendered":"

Like a star wide receiver on a football team, the humble account representative is well aware of his\/her importance in the success of a dealership and how their performance is a driver of success. While salespeople aren\u2019t as petulant, moody or self-absorbed as wide receivers (or at least we hope they aren\u2019t) it doesn\u2019t mean they won\u2019t test the \u201cfree agent\u201d waters, so to speak, if they feel they\u2019re undervalued or unappreciated. While some reps desert through no fault of the dealership, an inordinate amount of turnover could well indicate the issue is structural to the company. That may require a full tear-down and reimagining of your compensation package. For most, the changes necessary could be subtle in nature. To kick off this month\u2019s State of the Industry report on hiring and retention, we begin with an overview of the bread-and-butter hunters and some of the enticements that keep them aboard for the long haul. The last thing you need is your top scorer demanding a trade, so our dealer panel shares its experiences with keeping them content. Proper Tools One of the most common issues is when account representatives feel unsupported. Jim Haney, chief marketing and technology officer for Doceo of York, Pennsylvania, notes the problems arise when reps are handed a territory and a quota, and left to their own devices with outdated tools and bare bones strategic support. That, he feels, is a recipe for burnout and attrition. \u201cWe’re taking a different approach. We’re building infrastructure that actually helps reps sell, including AI-powered proposal tools, a custom CRM, competitive intelligence resources, and marketing support that generates real opportunities,\u201d Haney said. \u201cWhen a rep feels like the company is invested in making them successful, not just measuring whether they are, the dynamic changes.\u201d In addition to the tools, Doceo seeks to provide experienced reps autonomy where they\u2019ve earned it, and offering structure and coaching for those salespeople still in the development phase. \u201cNot every sales professional needs the same management approach, and recognizing that has been important for us,\u201d he added. For WiZiX Technology Group in Roseville, California, it\u2019s essential to focus on four aspects within the dealer\u2019s control. The big four are flexibility, a competitive and motivating compensation plan, eliminating operational friction and celebrating wins as a team, notes Tyler Johnson, senior vice president of sales. \u201cCombine that with public recognition and team driven, and you create an environment where both green reps and veterans feel confident they\u2019re in the right place,\u201d he said. Awesome Trips In an industry that sees a relatively high rate of turnover, it\u2019s key to have at least the basic enticements covered. UBEO Business Services of Austin, Texas, holds onto its biggest stars through competitive commissions and bonuses, ongoing training, career advancement pathways, and recognition programs, according to Melanie West, the west director of HR for UBEO. The shock and awe associated with an amazing president\u2019s club-type trip doesn\u2019t hurt, either. \u201cIncentives like awards, trips where we have taken employees to Florida, Maui, Aruba, Europe and so many more wonderful vacation spots, along with flexible schedules, have proven effective,\u201d West said. There\u2019s no sure-fire way to ensure account reps won\u2019t start looking for greener pastures. Plus, there\u2019s no defending a geographic uproot when it\u2019s motivated by family relocation or other variable beyond what dealers can reasonably expect to counter. Vince Miceli, vice president of Pulse Technology in Schaumburg, Illinois, is always on the lookout for great ideas. \u201cWe are always looking for the ‘secret sauce’ to make recruiting and retaining easier,\u201d he said.<\/p>\n","protected":false},"author":166,"featured_media":69051,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[80,1650,82,1638],"tags":[3923,3521,3510,3290],"_links":{"self":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/69050"}],"collection":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/166"}],"replies":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=69050"}],"version-history":[{"count":1,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/69050\/revisions"}],"predecessor-version":[{"id":69052,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/69050\/revisions\/69052"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media\/69051"}],"wp:attachment":[{"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=69050"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=69050"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=69050"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}