So, what was this meeting for anyway?
Okay you’ve been summoned to a meeting to discuss your company’s performance. Obviously, you know this isn’t going to go well, so you prepare all of the answers to the numerous discussion points that will be brought up.
You have reasons why your on-time delivery has slipped
You plan to mention that you are installing a new ERP system to better manage this
Your quality has been poor
You plan to discuss how your company has enlisted the services of the best consultants in the industry
Your pricing has been historically high
Your plan is to discuss all the good things both of the companies have achieved in the past and that premium pricing has been worth it
Yes, you have graphs and charts, and a great story about the new organizational structure, and the lean environment that will greatly benefit your customer. But, when you get there something just doesn’t feel right. The customer isn’t irate, they aren’t screaming and yelling about how much money you’ve cost them in productivity and quality issues, they are methodical as they lay out their case.
The VP of purchasing has a Power Point of his own, and he starts into the presentation.
Slide 1
“We have gone back to the company you displaced 5-years ago for product A”
Slide 2
“We have invested $500,000 of our own money to build a similar production line as you have installed for product B”
Slide 3
“We have sourced our tooling directly, without using your engineering department”
Slide 4
Thank you for your time …
You are basically being escorted out of the building, and you haven’t really any time to defend yourself. Obviously, you had some dialogue, but you are flustered and aren’t thinking very well. You really thought that this was an opportunity for you to show all the things that your company has done to help meet their expectations. Only to find out that they found a different way to meet their expectations. You are going to go back to the factory and raise hell because your production department has lost you a customer that it has taken years to develop. You’re mad and are filled with negative energy and just want to get out of this conference room and scream. Before you do, before you pack up your briefcase and call this one a done deal, stop and ask some questions. Ask yourself, and then the customer, why did you have me hear? And what benefit was there in this meeting? What do you really want to tell me? And the big question – how can we work together to fix this and stay partners? Don’t let your anger cloud what you do best, and that is sell – you’re back in the discovery phase so start discovering! We have all been there, and most of us have packed our bag and left, only to hope you can get another shot. Let me be frank, this was your shot and you need to find out why they asked you for this meeting. I can assure you that if you had this opportunity, you were being given one last chance to save this account. They don’t want you to just begin to meet their expectations again; they want you to exceed them. Do not get back in the elevator before you find out the real objective for the meeting. I can assure you, you won’t be asked back. Crisis management is critical, and planning for these types of meetings is important. We’ve all been there in the past, and will be again in the future. Pinnacle Sales can help you with your pre-call planning. We can assist you in drafting these more provoking questions that keep you engaged with the customer. Give us a call at:
Pinnacle Sales, LLC
418 Main Street, Suite 6
Belleville, MI 48111
(734) 516-0221
Pinnacle Sales is an agency that offers support to clients in any part of the sales & marketing process. From planning to implementation,
business development to training.