When OfficeSolutions, a software producer, went into business, it needed to establish market share quickly. To accomplish this, it decided to pay the sales force a straight commission. After two years, the company had a large base of business, but customers began to complain that salespeople were not spending enough time with them on postsale service and problem solving. The salespeople said they did not make any money on problem solving and would rather spend their time finding new customers.

What’s more, salespeople spent little or no time selling the new products on which OfficeSolutions was staking its future. They said they could sell the old products more easily and earn more money for both themselves and the company. How might the company rework its compensation plan to begin to resolve this issue?