Angry customers

I've just inherited a book of business and it seems like most of the customers are pissed at my company for one reason or another.  I've been at the company for 4 years, this is my third book of business, but first time I've walked into this many upset folks.  Granted this is my first time inheriting a book where the previous rep left the company rather than getting promoted to a higher segment.

My question is: is this how it usually goes and I just got lucky with my first two books?

For context I work at a large public company and the majority of our net new revenue comes from cross selling and up selling existing customers.  So letting the Account Manager deal with the angry customers and just focusing on prospecting new logos isn't an option.
🧠 Advice
☁️ Software Tech
🗺 Territory
7
CuriousFox
WR Officer
6
🦊
Diffuse the situation and explain you are new and here to make things right.
Beans
Big Shot
0
Enterprise Account Executive
Yup, fresh face means the opportunity to solve and right the ship.
CoorsKing
WR Officer
3
Retired King of the Coors Knights
LOL. I inherited the angriest fucking customer patch on the planet when a rep left. To the point that the CTO called my leadership to shred the sales team and our company in general. 

In my experience, this usually happens when the previous rep knows they are leaving (externally, patch change, or promotion internally) and so they quite literally burn the territory down to squeeze out every possible dollar.
SlinginSoftware
Politicker
2
Account Executive
This is spot on - and whenever I’ve transferred a book of business (promotion or leaving the company) to a new rep I always tell them the same thing - if all else fails, throw me under the bus and save the business.
Nothing wrong with telling your new customers that the reason you’ve been brought in is due to low satisfaction and that you’re there to clean things up.
buckets1
Politicker
1
AE
Thanks @SlingingSoftware I’ve been putting that spin on things and it’s seemed to resonate. Let them get all their feelings out, give them a couple quick wins like free training, and we’re back in business
Jewcan_Sam81
Politicker
1
Account Executive
So I used to be an AM, and sometimes this just happens (as I’m sure you know, goes with the gif). Personally this would feel like an amazing opportunity to get a shit load of account growth. “Omg so sorry about the horrible experience, that guy was such a dhole, but trust me, our company is soooo not like that. I think he’s in marketing now, that should tell you everything you need to know. So how about some upgrades on your support?”
buckets1
Politicker
1
AE
Lol @Jewcan_Sam81 I love the mix of real advice + humor
Sunbunny31
Politicker
1
Sr Sales Executive 🐰
You may be the fresh new face to save these relationships. Hopefully you can turn things around by being attentive and improving the relationship.
Diablo
Politicker
1
Sr. AE
Assurance and reassurance is going to help save business. I'd do quick check in every few weeks to make sure the issues are resolved and they are having good time with the company before presenting new offerings
Justatitle
Big Shot
1
Account Executive
Although it is not ideal you do have the opportunity to come in and be the hero. Righting the ship and showing you care, level with the prospects and set fair expectations, it goes such a long way to have the clients you work with feel like they are talking to another human as opposed to a drone.