Saturday Morning Sales

Kevin Latchford


Don't Ignore Advice - June 6, 2015

No one is perfect, but we should strive for perfection. This statement has been uttered for years in many sales and management level meetings. I’ve seen this written in mission statements and on posters hanging in customer service departments. So, what does this have to do with this week’s post title – Don’t Ignore Advice?


Striving for perfection often times means we need to learn from our past, put together a strategic game plan for moving forward, and try not to make mistakes. When a member of the management team offers guidance and advice, especially based on historical events, it makes sense that you take the advice, don’t ignore it.


I’ve recently been working with a fellow management team member on a client matter. He has asked for my advice and guidance on several occasions as to how best to handle a client that no longer wants to use our services. I’ve spent a fair amount of time counseling this team member in an effort to outline a solid game plan on parting ways with the client in an amicable fashion. And yet, recent correspondence to the client went against all advice, and now we must change course.


The advice I provided was not based on assumptions, but rather based on experiences. I’ve been down a similar road a time or two, and so I outlined a game plan that would allow the client to depart, try a different service provider, but would eventually come back. Unfortunately, since the advice was not taken, we are now faced with a possible lingering relationship, and one that makes us look needy.


I am disappointed but must use this as a teaching / learning opportunity. As a management team, we must come together to understand how best to engage or disengage with a client, especially when the future of any relationship is at stake. Taking advice from someone who’s “been there done that” can make a big difference in any business relationship. Listen to your seniors carefully, heed their advice, and manage your client relationships carefully.

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