Use Case: Turning a Resistant Client into a Long-Term Partner

Situation

• In 2013, I managed a client with an outdated Unified Communications (UC) system that was inefficient and problematic.
• Despite clear challenges, the client was resistant to change, citing budget and operational hesitations.
• Known for being a difficult account, they had a history of disengaging with proposed upgrades.

Task

• Maintain open lines of communication and build a foundation of trust over time.
• Demonstrate expertise and keep the client engaged without pushing them prematurely.
• Position myself as the go-to partner when they were ready to take action.

Action

• After moving to a new company, I proactively re-engaged with the client to pick up where we left off.
• Sent detailed assessments and created videos highlighting inefficiencies in their current UC environment.
• Focused on demonstrating value without applying sales pressure, showcasing a consultative approach.
• Maintained consistent communication, providing insights and solutions that aligned with their potential future needs.
• When the client was finally ready, I secured an introduction to decision-makers and earned a seat at the table.

Result

• Achieved a breakthrough by turning a resistant client into a collaborative partner.
• Secured a pivotal role in their long-overdue UC upgrade discussions, a milestone that had eluded others for years.
• Demonstrated the power of persistence, strategic engagement, and a value-driven approach.

Key Takeaways

1. Consistency Builds Trust: Persistent engagement without pressure fosters credibility and long-term relationships.
2. Timing Is Critical: Being ready and present when the client’s needs align with your solution is essential.
3. Value Over Pressure: Sharing insights through detailed assessments and visual demonstrations made the case without being pushy.
4. Patience Pays Off: Long-term strategies can lead to significant wins, even with resistant clients.

Why This Matters:
This story highlights the importance of long-term relationship building, strategic follow-up, and providing actionable insights to position yourself as a trusted partner. It’s a testament to the power of persistence and value-driven engagement.

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Anthony Lobosco

Lobo

I’m Anthony Lobosco, founder of SalesByLobo and a 25-year Sales Leader who’s been in the trenches as a Hunter, Farmer, and Player-Coach.
This site brings together everything I’ve learned – my philosophies, hard-earned strategies, and a passion for helping salespeople and teams succeed. Whether you’re here to refine your skills, explore new strategies, or see how we can work together, welcome. Let’s make an impact!

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