The client is not always right! In fact they are quite regularly wrong! And when they are wrong, as a key account manager you are in the awkward position of choosing to defend your position or take it on the chin and apologize anyway - even when it's not your fault.
And for the sake of peace and customer retention, we say sorry!
Well not today. In this episode I'm sharing 5 times you should never say sorry.
- You need their help to do your job (a decision, information)
- You're product doesn't do what they want it to do.
- Issues arise because they didn't do their part (implementation, project, deadlines).
- When you can't meet a deadline.
- You're chasing payment.
LINKS MENTIONED
- Oxylabs. Oxylabs is a market-leading proxy and web scraping solution service for large-scale public data gathering.
- Backstage Roastery Cafe Vilnius. Fantastic coffee shop in Vilnius with the best cinnamon rolls you'll ever have.
- Rosehip Vegan Cafe. Best jackfruit burger. Try the Ginger lemonade and the beetroot ketchup.
- Trakai Castle. About 45 minutes from Vilnius. Built in the 14th century - its full of history and natural beauty.
- Key Account Management Mastery. My group training and coaching program for key account managers.
- Jennifer Davis Coaching. Leadership coach.
RESOURCES
The KAM Club podcast is dedicated to helping busy key account managers get one step ahead. Listen for news, trends, tips, best practices and advice on how to have a successful career in key account management. Be sure to follow @thekamclub on social and check out our website https://www.thekamclub.com.
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- The KAM Club Newsletter. Sign up to never miss an episode. Visit https://tkcpodcast.com
- Episode show notes. Read the detailed notes and get links everything mentioned in the show. Visit https://tkcpodcast.com/018
- The KAM Club. Learn more about the world's greatest community of key account managers from around the globe.
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