Let It Count: A Word for Client Care Specialists

Shared at the Foundation Group Sales Meeting on 9/9/20

We give our all.
We’re one for all.
But that doesn’t mean we win them all.

For us, it’s a unique reality – a cost of being on the frontlines where we secure commitments, verbal and financial, with intentionality and integrity.

It’s a badge of honor, an appointed duty to which we empty ourselves to pour into a wide array of leads and potentials.

Still, it’s hard when you can sense the beginning of the end with a client. As we can attest, ‘There will be more clients’ isn’t always enough to mitigate disappointment in the moment. In the heat of a ‘closed-won turned loss’, it’s human nature to seek a scapegoat or accept false ownership when we can’t figure out what went wrong.

To be honest, I do this more than I care to admit since I think the emotional component will preserve any lessons learned. But I’m happy to say I’m not going to play that hand anymore. Because at the end of the day, I’d rather have a heart won than a closed won.

Again, the scope of this topic is central to Sales. Sometimes, people will say ‘No, this isn’t a good fit’ upfront and we carry on; however, for the CSM’s (Client Success Manager), the tune can iterate to some form of, ‘Just kidding; I’m a ‘no’ after all’. In those cases, the emotional sting often finds itself between whiplash and good riddance. So says the devil on my shoulder anyway. But says the angel…

How your journey with clients from intake to specialist…from first to last call..it may feel like an awkward audition…you may think you’re the spark behind their doubt…but what matters is treasuring them for the treasure they are and valuing them for the value they’re sowing.

For all of us, this is where our character can shine through. For we know, as the gatekeepers, as the alpha and omega of the client experience: Love loves on the way in and love loves on the way out. By proxy, we can be assured that how we outboard is just as significant as how we onboard. Regardless of service cost, the last taste of Foundation Group we give clients is priceless and worth discussion given that’s the bite they remember most. Accordingly, let’s not discount the client’s personhood by the way they exit stage-left; rather let your servanthood and stewardship be the legacy they take with them. Even if we have to lose the initial transaction, we can take pride knowing we abided within an eternal transaction. Let that count for something.

Bottom line: How you rebound whether or not it’s your fault is near the core of who we are as people and what makes this team worth teaming with. When we lose a client, remember there’s unity in community when things go south. Don’t shrug frustration off at the cost of downplaying the pleasure it was to serve them. Instead, take heart and know more often than not, even the most irritating clients recognize gratitude even when it’s not reciprocated on their end. Again, let that count for something.

Selah.

Photo creds: sleeklens.com

Join the Discussion

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.