detectivegibbles

Sales Director

Acclaimed Answer

Jumping on the phones for the first time at new job...

Quick recap - took new position after previous start-up laid off 90% of staff.

New job - Sales director for a manufacturing company in the med space. Extremely niche and a bit different for me. I'm contacting customers beginning this week.

Current staff tells me there have been a lot of issues from quality to lead times. I'm embracing the challenge on trying to help turn this around.

I think a proper dose of venting is a great thing. Let them tell you their side.

"Mr. Customer, I know I'm new but it's probably important for me to understand your experience. I want to get a clear picture and would like to see us take responsibility for our short falls."

Has anyone else walked into a situation where there's opportunity but you need to save some face with disgruntled customers?

Would love to hear any advice before getting my @$$ chewed out :)

👑 Sales Strategy

📞 Cold Calling

5

16 comments

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Filth

Politicker

4

Live Filthy or Die Clean

Nothing wrong with playing dumb or new to make the client/prospect talk you through their industry or needs and help you find organic ways to support w/o going straight script.

People legitimately want to help especially if in the end it benefits them, so if you ask them to help you, you'll usually get a better response than just pushing your agenda outright.

detectivegibbles

Politicker

3

Sales Director

Solid.

There really is no ask in my end at the moment outside of “hey so I just joined this company. Sounds like we sucked a bit. Tell me about your experience…” and then just listen.

Sunbunny31

Politicker

2

Sr Sales Executive 🐰

Every customer wants to be listened to!

Besides that, the key will be to follow up and make sure that if you've promised anything, that you follow through on that commitment. So be careful what you take on.

Filth

Politicker

3

Live Filthy or Die Clean

@detectivegibbleson top of what sunbunny says here, give them detailed notes anytime up to 24hrs after that chat just saying what you talked about and what action items you and/or the client has. They will look at you like a golden god and it instantly creates credibility that you are listening and will support them.

detectivegibbles

Politicker

2

Sales Director

This is a major key.

Follow-up recaps are outstanding. Active listening. 2 ears 1 mouth for a reason :)

Sunbunny31

Politicker

2

Sr Sales Executive 🐰

Super addition! Very very smart. That way they can also add or modify what was discussed. Maybe build a shared document where you can add/subtract over time.

CuriousFox

WR Officer

3

🦊

This is exactly why I like to play the new card.

GDO

Politicker

2

BDM

Exactly, playing dumb is something that can bring you a lot of info.

TennisandSales

Politicker

3

Head Of Sales

first off i like your approach. facing it head on instead of pretending its not there is a great move. What exactly do you mean by "quality to lead time"?

Ive done something similar in 2 companies (including my current one)

1. I let them know I am new to the team and what my role is. But made it clear I want to understand their true experience so I can make sure to replicate what went well, and change what hasnt gone well.
2. I had some insight on what areas are the problems. So if they didnt come out and say it, i would ask some leading questions to help them open up.

3. Listen. a few accounts went easy, and a few just let it all come out about how unhappy they were. I made sure to share in their frustration. alot of "wow.....Tammy I am so sorry you experienced that I would be super frustrated as well. What else has been going on?"

4. Once you have the list of problems ask them what they would like to see happen. What would be an appropriate fix in their mind.
Some times ppl literally just need to vent, and some times ppl have a few suggestions. Making them feel heard is so important.

When ive done this ive had a 100% renewal rate so far.

detectivegibbles

Politicker

1

Sales Director

This is great Tennis! Thanks.

Quality and lead time - being a manufacturer, there's been issues with products breaking after delivery and use. Not a crazy big number, but still enough to leave a bad taste in your mouth as the customer.

Lead time, going through old emails and what not, there's been lead times promised from order placement to delivery that have not been met by multiple months.

Sunbunny31

Politicker

1

Sr Sales Executive 🐰

So a good question to ask will be "what can I/we do to make this (situation) better?" An even better question to ask is "what can I do to make this relationship better?"

detectivegibbles

Politicker

1

Sales Director

Based on what I've learned so far, there's going to be a lot of rebuilding of trust.

Many non-existent relationships at this point due to the poor efforts of previous leadership.

This should be fun!

coletrain

Politicker

3

Account Executive

For shifting into a new role, I think it is great to have you contact customers to understand why they choose your company. It also can help get you a realistic perspective on 'here's where we aren't doing so well'.

Still an AE but I think you have the initial steps right and am looking forward to hearing how it goes.

detectivegibbles

Politicker

1

Sales Director

This will definitely be a thread I keep updated as things progress.

GingerBarbarian

Opinionated

2

Lead Sales

I have done these kind of calls in the past. You probably won't get your ass chewed out. Sure, they will be frustrated, and they may not sign up again at any point, but most will be appreciative that you owned up to it and asked their opinion.

detectivegibbles

Politicker

1

Sales Director

So far, it's been rather constructive during the call so far.

I've opened up dialogue, let them know I'll actually answer a phone and reach out when problems persist.

Things so south and are unrepairable when communication isn't present. That's what seems to be the biggest issue of previous leaders at the company.

Bring it on!

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