Most of us became managers because we could sell.
So when a call starts to drift on a double visit, the urge to step in is strong. You know the answer. The doctor is right there. It would take thirty seconds.
Sometimes stepping in is right. Often it is not.
- When I step in:
- The rep asked for help before the call, or a key account needs a senior voice. We agree my role in the car park, and I hand the conversation back as quickly as I can. The doctor sees a manager supporting the rep, not replacing them. And afterwards we debrief it, so the rep learns how a senior call sounds, not just that I took over.
- When I stay out:
- A routine call the rep can handle, even if not perfectly. Hands behind my back. Watch, then debrief. The doctor sees the rep as the owner of the account, and the rep learns that I trust them with their own doctors.
The honest test I use on myself: did I step in because the call needed it, or because it was quicker than coaching?
“Every call you take over is a call the rep did not learn from.”
Lesson 4 of 5 in Step 1: Becoming a manager, with the full guide and a checklist for this week.