For the exclusive use of Z. Shan, 2015.

9-913-560
JUNE 10, 2013

LINDA A. HILL
ALISA ZALOSH

Wendy Peterson
Introduction
“Could you bring us the check, please?” Wendy Peterson signaled the waiter, breaking the awkward silence that ended the annual review of one of her direct reports, Fred Wu. On paper, Wu’s performance was impressive. Within eight months of joining the Plano, Texas, office of AccountBack, an accounting software and services company, Wu had signed the region’s largest client and promoted AccountBack’s products and services among the Chinese business community in Plano.
Despite these achievements, Wu’s review ended uncomfortably. Though they’d worked together for a year, Peterson struggled to bridge the distance between Wu and herself.
Over lunch, Peterson praised Wu’s efforts to broaden his professional skill set by attending weekend sales seminars and networking with colleagues to better understand the business. These efforts, she noted, surely contributed to his success in retaining his large, but only, client. Peterson then reminded Wu of her concerns. “Fred, I’d like to remind you that your primary focus should be on new business. It seems as if you are spending too much time managing your one client, and that’s not your job.” Peterson continued, “As I’ve mentioned before, I’d like to be kept abreast of your development efforts, so I know when and if you need help from me, or someone else in the company.
I expect you to summarize your efforts every few days on our online sales tool, like everyone else on the team. If you spent more time in the office, I’d have a better sense of your business. Plus, I’m confident you’d glean some helpful selling techniques from your colleagues.” Finally, Peterson questioned the value of the expensive add-on services Wu had sold to his client so early in the relationship. Wu assured