You have a salesperson who has a great, positive attitude. The clients love this salesperson, and he or she does a great job at getting that first appointment and building a relationship with clients. BUT when clients or coworkers come to this person with an issue, it ruins his or her day — it gets them completely off track and the salesperson just can’t seem to find the way back. What’s the problem?! Is the individual's positivity not as high as it should be? Is discipline the issue? Actually, what you are seeing may all come back to their problem solving ability.