What client, no matter how big or small, wouldn’t want to work directly with the sales leader within your organization? Working with the any of the leaders in your organization carries a certain stature that can make the client feel important and valued. Once the sales leader opens that door, the client will understandably want to keep it open and continue to work directly with you.
Naturally, there are circumstances that will require your involvement with a particular client such as a CSAT issue, recovering from a service error, correcting a serious problem or launching a new initiative. When you stay involved with the client too long you become another dedicated resource on the account doing the same job as the sales executive who owns the deal.
In order to avoid the client expecting your direct involvement, approach your entrance to the situation with an exit strategy in mind. Help out with the problem at hand but make sure that the sales executive is the one actually making things happen, or at the very least create that perception for the client. Doing so will easily allow the rep to remain the main point of contact when the crisis is over and allows you to get back to focusing on the higher-level strategy of growing your business.
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