By the time those words come out, it’s often too late, the relationship is weakened, and you are being replaced.
Spoiler alert: throughout my career, I’ve heard them all, either directed at me or at my teams.
Things you don’t want to hear from an existing client
- “We placed an order with your competitor because you never showed us the breadth of your portfolio.”
- “We only see you right before renewal, and your usual contacts have left or moved on.”
- “You never engaged with our senior executives; your competitor did.”
- “Since discussions are limited to price and features, your only contact will be procurement.”
How to avoid hearing these words
- Showcase the full breadth of your portfolio regularly.
- Stay top of mind, Nurture relationships year-round, not just at renewal.
- Engage with multiple stakeholders to avoid single-touchpoint relationships.
- Bring insights that resonate with senior executives.
- Elevate the discussion from price and features to strategic value.
Clients don’t leave overnight, they leave when we stop showing up, stop adding value, and let the relationship slowly fade.
Strong relationships don’t renew once a year; they renew every time you show up with value.
