Filth profile picture
Filth profile picture

Filth

Live Filthy or Die Clean

Politicker
Catalyst
Valued Contributor
+7

Do people read what they sign?

Context: I am an account manager for a Saas based logistic solution. I've been in this role for all of 2.5 months (worked up from BDR>Solutions>AM in about 5months). Out of the 50ish accounts I've been handed, about a dozen are partner deals. Now these partner deals should be cake walks, we turn on back and forth communication for another software front and get paid on the volume of calls or a set minimum monthly.


When performing introductory account reviews with all my new clients, one of these partners decided to start asking about the terms of the contract, specifically length, ours is a standard 24month, very clearly stated. They signed on in Jan of this year and went smoothly through onboarding but now want a month to month situation.


I told them I was happy to push along the request and that's what I did. I wasn't surprised when my CEO responded with "No, the contract is clear with regard to length" and I relayed the message to the contract signer along with my plans to make sure they get the best use of our tools. Within a minute of the email going through I get a response of, "This is not going to work for us. Please reconsider the term of the contract." I'm leaving it on the pile b/c A. CEO is out until Tuesday and B. I don't care about this client anymore.


Now I understand businesses shift, personnel changes, and things change...but I don't get not being able to keep up with a clear contract, why even sign it in the first place? The terms aren't hidden in the legalese, there is a bullet point breakdown of these items clearly listed...I'm frustrated b/c many of these small potato partner accounts take up most my time and at what feels like a lack of accountability to this business owner for signing a contract he doesn't intend to honor.


Give me your thoughts or similar situations and answer this very legitimate poll below:

Am I letting this hit me a bit too personally?

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32 comments

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FormerStartupJobHopper
Tycoon
12
AE
Be polite but firm. Don't leave the door cracked at all or they will push through it.

"The terms are very clearly stated on page X of the agreement, and I mentioned the length of the agreement several times as well.

Because the terms were so clear from the outset, my team is not willing to revise them after the fact. I'm sure you understand that logically, A 2 year term is meaningless if you can change to month to month in the middle of of the term.

While we can't change the terms of a mutually agreed upon and signed agreement after the fact, I do want to understand what has changed so I can be of the most help possible. Can you share wiht me what is different now than in January?"
Filth
Politicker
4
Live Filthy or Die Clean
I like this and appreciate the template, makes me not have to put much more thought into it - TY @FormerStartupJobHopper(lol mouthful of a name)
TennisandSales
Politicker
4
Head Of Sales
"Be polite but firm"

BEST advice here. no point in dragging this out.

i really dont understand WHY people do this. its so annoying.
braintank
Politicker
4
Enterprise Account Executive
Just say no. Many partners are dumb. Polite but firm works.
jefe
Arsonist
6
🍁
I read pretty much every word of things I sign, especially when it's on my own behalf, but many people don't.

You'd hope a buyer would. You can't let this get to you though, just stick to the letter of the contract/
Filth
Politicker
3
Live Filthy or Die Clean
Word. Appreciate the support and the reassurance that people read before they throw their John Hancock all over the place.
jefe
Arsonist
2
🍁
Cheers @Filth

Won't lie, it always throws off the staff at rock climbing gyms, axe throwing spots etc. when I actually go through the liability waiver..
antiASKHOLE
Tycoon
5
Bravado's Resident Asshole
Happens so often, even when bolded and clearly stated both written and verbally. Stick you your guns but be polite. Your CEO can step in if needed.
Filth
Politicker
3
Live Filthy or Die Clean
I imagine somehow it does, I can't imagine signing a personal contract w/o full knowledge and understanding of length & cost & outs. You best believe I'm letting the CEO do the heavy lifting at the end of the day, it's a non revenue generating task.
Kosta_Konfucius
Politicker
3
Sales Rep
Have they explained why they want month to month? There could be another solution to what ever their facing.
Filth
Politicker
2
Live Filthy or Die Clean
Yeah they are being courted by another player who offers something similar so it's a really dumb lol.
Sunbunny31
Politicker
3
Sr Sales Executive 🐰
Ah, that answered my question. Sometimes situations change and customers end up in a jam. This just seems like post-signature termination for convenience. The answer is no.
Kosta_Konfucius
Politicker
2
Sales Rep
Yeah blame the CEO saying it isnt an option to go month to month.
Sunbunny31
Politicker
3
Sr Sales Executive 🐰
It's not personal, though it might feel that way. Based on what you said, dude has regrets, but they also signed the deal 8 mos ago.

Are they dissatisfied with the results? Is there something else going on? Unless it's just pure regret and cold feet, there may be some customer service to be done here. Hopefully you have some support to get through this.
Filth
Politicker
2
Live Filthy or Die Clean
I do have some support but at the end of the day if they don't use the product it's going to be a waste and big pain in my ass but it's all b/c a similar provider has started courting them and they just decided to stop using our solutions. I'm always trying to help everyone get the most bang for their buck but it's a two way street.
Sunbunny31
Politicker
2
Sr Sales Executive 🐰
Absolutely. And sorry, now they are paying twice because they're in contract.

Sometimes you can't save people from themselves.
Pachacuti
Politicker
3
They call me Daddy, Sales Daddy
A sinking ship signed a contract.
Filth
Politicker
3
Live Filthy or Die Clean
My thoughts too honestly.
CuriousFox
WR Officer
3
🦊
I get it. The fact is it's not personal. They signed an agreement. No one held a gun to their head so to speak. Have your CEO deal with it.
Filth
Politicker
2
Live Filthy or Die Clean
Amen Foxy, always giving the good, and in this case, easy advice.
SaaSam
Politicker
3
Account Executive
It would astonish you to realize that even most lawyers don't read the terms of large 6 and 7 figure contracts. In the last 6 months I've sent 9 contracts no smaller than 100k and I've only had one firm actually read the entire contract. It's not like it's even large, it barely covers a whole page.

For context, I sell to law firms.
Filth
Politicker
2
Live Filthy or Die Clean
That does astonish me, especially within that field lol - so I'm not alone.
SoccerandSales
Big Shot
3
Account Executive
I think a lot of this is really up to you, but I tend to agree with the be polite but firm. If you are going to have to work with them, you want to avoid burning the bridge, but not a chance in hell you give them a month to month terminate for convenience contract.
Filth
Politicker
2
Live Filthy or Die Clean
Seems to be the consensus and yeah I do actually want them to get value from this product regardless of what they do at end of contract.
DevSomeBiz
Valued Contributor
2
Senior B2B Sales Guy.
This is why it's called "sales", and not "order taking". You get paid to guide the customer through the process. You need to help them see that 24 months is to their benefit.
Filth
Politicker
2
Live Filthy or Die Clean
That is my entire goal - hopefully this rough start won't be too much of an obstacle to getting them to get value for the product. I know it's not always going to be easy, but once they get a 2nd or 3rd confirmation on the contract not changing, I sure hope they allow me to help them.
SADNES5
Politicker
2
down voters are marketing spies
Happy to negotiate a month to month scenario when the current contract is nearing completion! I'll be in touch
Filth
Politicker
2
Live Filthy or Die Clean
Ha, this speaks to me from ease and pettiness lol.
RedLightning
Politicker
1
Mid-Market AE
From what I saw with new AM's in a previous role, some companies will see you as a way to renegotiate or make changes to take advantage of the changeover
Filth
Politicker
1
Live Filthy or Die Clean
That is a good point - hadn't thought about it and gives the client a chance to get something working for them with someone like myself that doesn't know the past conversations or have as much leverage.
NotCreativeEnough
Big Shot
1
Professional Day Ruiner
the problem is people don't listen to understand, they listen to respond.

And in this case, they already knew how they were going to respond before you even said anything.

Stay firm. In the end, they have a contract they have to honor. If they aren't willing to honor it, then once the contract is up they are free to leave and not renew. Sometimes a customer isn't worth keeping.
bassinshaps
Politicker
1
Territory Sales Manager
They do often read things before they sign.
They also often have objections at this point,
This is where you draw the line in the sand.

Sign this paper, which hereby states you will receive the goods and services described in exchange for what we’ve previously negotiated OR don’t sign it, get nothing, and like it.
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