Keeping the Relationships Worth Keeping, On Purpose
From Purpose Under Pressure · 12:02
Show by Bryan Lefelhoc
Growth. Growth. Growth. We're always chasing the next customer, the next opportunity, the next big win. But what happens to the customers we worked so hard to win in the first place? Are we building a stronger business, or are we stacking blocks on an increasingly shaky foundation?In this episode of Purpose Under Pressure, Bryan Lefelhoc, founder of Bryan Media Strategies, challenges the way businesses approach client retention. Salespeople spend months, even years, developing relationships and earning trust. Then the customer says yes, the account gets handed off, and the salesperson moves on. The business may keep the account, but what happens to the relationship?Meanwhile, your competition is making calls, asking questions, learning about your customers, and building the very relationships you've stopped nurturing. And here's the uncomfortable truth: Your customers don't have to be unhappy to become interested in someone else. They just have to feel that someone else is paying more attention.Purpose Under Pressure is brought to you in partnership with Sandler by the Ruby Group, serving sales professionals and sales organizations nationwide from their locations in Akron and Columbus, Ohio, in Capital Region, New York, and in Jacksonville, Florida7 Takeaways— Growth at What Cost? Chasing new business without protecting existing relationships can weaken the very foundation you're trying to build.— An Account Isn't a Relationship. Keeping a customer on the books doesn't necessarily mean you're maintaining the trust that won their business.— The Handoff Is a Vulnerable Moment. When salespeople transition customers to operations or account management, relationships can suffer without a deliberate plan.— Your Competition Is Paying Attention. While you're focused on delivering services and finding new business, competitors are getting to know your customers.— Customers Don't Have to Be Unhappy to Leave. A competitor who shows interest, asks better questions, and offers new ideas can become attractive even when your service is satisfactory.— Leaders Must Make Retention a Priority. Salespeople need encouragement and measurable expectations for maintaining relationships, even when those activities don't generate immediate revenue.— Retention Requires Intention. Protecting valuable relationships takes a strategy, consistent behaviors, and a commitment to keeping the promises that earned the customer's trust.——————-Helpful Links:Sandler by the Ruby Group: https://go.sandler.com/therubygroup/Bryan Lefelhoc, Owner, Bryan Media Strategies: https://www.bryanmediastrategies.com/
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