I just called a local exterminator after the wife found a dead mouse in the basement.  the call went like this:

Me: “Hi. I need to get a service plan on my home.  I believe [name of company] serviced the home when the previous owners were here, so I thought you guys would already have a cost estimate for me.  The address is, [gave her my address].”

Representative: Clicks on computer for a moment.  “Nope.  I am sorry but we never serviced that address.”

Me: (giving the representative an easy opening to pitch me): “Are you sure? I thought I saw [company name] in my records.”

Representative: “Nope.  It wasn’t us.”

Me: “OK.  I will find someone else.”

This failed sale is completely on company management.  They did not train, or are not following up with the representatives.  If you answer the phone (or e-mail, or social media) for an organization, you are representing the organization and should be finding ways to represent the organization well and accomplish the goals that with those who interact with your organization.

And management should know that.