We often like to address or solve things at a process level. It can be comforting to create a checklist that implies a repeatable, predictable process.
But the human element adds a complication to this objective, and also a clue to its more effective resolution.
Processes are a starting point. A baseline. A foundation for improvement. And that improvement comes from the human element interacting, improving, iterating, testing, failing and optimizing in real time.
You can’t give a sales rep a script and expect them to read it word for word. They will inevitably change a few words, test a new phrase, find something that fits their style and works for them.
Some organizations choose to chastise these reps for deviating from the process. Others choose to encourage their people to treat the process as a benchmark ripe for improvement.
Processes are never meant to be static. As soon as they are implemented, they are almost by definition outdated. Who better to improve them for you than the very employees you expect to follow them?