Quick BG: I work for a small business. I perform several tasks including the finances, support the executives, and some sales. SalesBoss is the company's salesperson and travels a lot. There is no one over SalesBoss's head.
I have a problem that crops up from time to time and is *incredibly* frustrating. SalesBoss will give a customer a quote for some widgets. The customer will call back to order, and I will take the order. SalesBoss essentially forgets everything and washes his hands of the whole thing, despite the fact that I have *absolutely zero knowledge* of this customer's specific order.
Example: SalesBoss is traveling. BigCustomer calls and wants to confirm a quote from SalesBoss. SalesBoss is not answering his phone, so I go into his email system and find where he sent the quote to Customer. I confirm the quote to Customer. He has some questions about the manufacturing process that I can't answer, because I don't know which manufacturer SB was planning to use.
Finally SB answers his phone and I ask him about the manufacturer. He says, "Well *I* don't know, which manufacturer did we quote off of?" Clearly I don't know this because SB was the one who arranged the quote. SB tells me to start from scratch, go through the whole process to choose a manufacturer, and then ask that mfr the questions.
Eventually we get it ironed out. Finally SB is back in the office, but tells me to do all the paperwork for the sale. Fine. Then, the Customer asks me to verify the protection plan SB quoted him. I ask SB, "Which protection plan did you offer Customer?" SB will respond, "I don't know, what protection plan did we quote him?" I DON'T KNOW BECAUSE YOU WERE THE ONE WHO QUOTED IT.
Finally the order is complete, and three weeks later Customer is unhappy with the order. We have to start the warranty process, which is difficult and time consuming. I rarely handle warranties, so I have to get Customer's info, call SB to ask how to proceed, call Manufacturer to inform them, call SB to approve Manufacturer's proposed warranty fix, and then call Customer to give them the answer. The process would be infinitely more simple if SB, who actually handles the warranty process, would handle it himself. At every turn SB acts as though he has no idea why he's being consulted, despite the fact that this is his customer, his sale, and his warranty.
So is there any way I can foster SB being responsible for his own responsibilities, or is this something I should learn to live with?