Two reps share a hospital. One feels the other takes the credit for a doctor they both call on. The other feels the first never shares what the doctor said.
It starts small. Then it shows up in the cycle meeting, in the team chat, and eventually in the numbers.
The first instinct of many managers is to decide who is right. Usually in favour of whoever reached them first.
In my experience that is the fastest way to lose both.
What I do instead:
Hear each rep alone first. Then both together. Never the version of one without the other.
Talk about what happened and what each one needs to do the job, not about who is difficult.
Set simple ground rules before the joint meeting. Facts, no labels, one person speaks at a time.
End with one clear agreement. Who calls on whom, how visit notes are shared, how credit is split. Typed and shared with both.
And the part that is easy to forget: nothing of this is discussed with the rest of the team.
They do not have to become friends. They have to be able to work the same accounts without it costing the team.
“Your job is not to find the guilty rep. It is to get two people working again.”
Lesson 15 of 19 in Step 5: Motivating and building the team, with the full guide and a checklist for this week.