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After ~20-30 min on a call, I stop paying attention.
Bowl Leader
Additional Posts in Account Management
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Yes, clients don’t like to sign new agreements, but without that built into your process, you have an unsustainable business. My thought is that what you are facing is not a client’s resistance to new agreements, but the sales team’s fear of asking for commitment. You guys need to rethink your process.
Yes, you’re right. They’ve stated multiple times they’re afraid clients will cancel their contract entirely if we ask them to sign a renewal with the exact same pricing and services. Imo, there are other issues if that’s the case.
At our company the AMs handle the contract renewals with the client. They manage the relationship and know the client’s needs so they present it directly.
It works well for us as this is no longer new business sales, it’s account management. By doing this we’ve also found that we can usually increase the retainer based on the goals the client has for the next 12 month. By not renewing contracts, you’re leaving money on the table and your team vulnerable for doing work outside of an agreement.
I love this approach! Thank you for sharing. I agree with you.
Cont. If we could simply get a client’s signature to set up a new job number in our system, we wouldn’t have to reuse work orders from 2021 for 2022. I’m oversimplifying, but basically it’s screwing up all the data and we have to completely erase all our work order documentation from the previous year. Has anyone else ran into the problem of clients refusing to simply sign some paperwork? No renegotiation, no price increase, just a signature for some administrative stuff that doesn’t affect them?
We are constantly behind on things and I manage around 30 jobs for various clients and am onboarding 4 more this week. We can’t even fit the work on our schedule for weeks, so I’ve wondered how BD determines how they manage new business decisions. Does this scenario sound like what you mentioned with capacity or is this “normal”?
What kind of retainers are you getting? 1 year, 5 year? Most clients don’t have a problem resigning at the close of a contract. If it’s longer than a year consider scoping the work (roughly) per the commitment you’ll make on the account each year. Each year can be a new tracking process internally. The client probably doesn’t care how you track as long as it’s transparent. I think your internal processes might need to be adjusted.
Yes, I agree with you. Sales could use a little practice/training on handling objections and conversations like this. Love the positive spin! Very helpful. Thank you.