When Reps Get Crushed by No-Shows and Management Blames Them

When a rep tells management they're getting crushed by no-shows... ...and management responds with "Well, what are YOU doing about it?" Hoooooollllllld on a dang second. Let me get this straight. You hired a closer to do what? You hired him to close. You did not hire him to deal with a clear system failure. That's not the job. No-shows are an UPSTREAM problem. The rep is downstream. By the time the lead hits the rep's calendar, everything that causes a no-show has already happened (booked too fast, lackluster education, weak or zero confirmation sequence, wrong lead alltogether, ect.) The rep didn't touch ANY of that. So when they come to you and say they're "getting cooked by these no shows"... ...they're doing exactly what they should be doing. They're reporting a system problem to the people responsible for fixing it. That's called communication. That's called being a professional. But when you respond with "what are YOU doing about it?" What you're doing is flipping the burden of proof so YOU don't have to investigate YOUR system. You're implying the rep is doing something wrong without naming what it is. Now, if there IS something the rep is doing wrong. Then NAME it. Train it. Fix it. That's what true leadership looks like. "What are you doing about it?" trains nothing. Fixes nothing. Clarifies nothing. It's a lazy, manipulative non-answer that makes a company problem feel like a rep problem. And unless you've got it in writing (signed by the rep) that no-shows are their responsibility... ...this is on YOU. High no-show rates are a system failure. Fix your system. Stop gaslighting your closers.