Virtual Post Sale Client Abandonment is not a Novel Scenario

There’s nothing novel about virtual post-sale client abandonment. Upon consideration, you realize your company’s been doing this for years. In fact, virtual abandonment is a key component of “business as usual.”

What is novel about this post-sale scenario, to you, is that now you have to sell virtually. That’s all that’s changed. And your new perspective makes all the difference for what’s next: for you and your client relationships.

Because what has not changed is that once a coveted contract is consummated, what is the next sales step? Right-o. Toss it over the wall to whichever project management office personnel catches it. (And let’s face it, do you actually know who these folks are?) Then, “these folks” prioritize, divide, distribute and disseminate bits and pieces of that contract all over the organization. You know, to “other people” located “somewhere inside the organization.” Do you know who any of these people are?

Of course not: business as usual. Consider that these “people” form the basis of execution of strategic business and human capital value for your organization. Together, with you. Yes, you are all in this together. Sound familiar?

Which is exactly why virtual post-sale client abandonment is not a novel scenario: for your clients.

In fact, they’ve experienced this abandonment before, from your competition. Which is why your new clients award this current contract to you. Yet, clients anticipate they just might once again fall through the cracks in that contract’s transition from pre-sales to post-sale execution. In spite of all your pre-sales assurances.

And that familiar scenario is why virtual post-sale client abandonment is not a novel scenario: for the army of folks supporting that contract, post-sale. Because not only are these professionals nameless and faceless: to you. Also, these folks are quite used to working virtually, and always have been working virtually. In fact, these are the folks your client already knows to contact, virtually, when specifications get lost in translation. Or, when delays occur in procuring raw materials. Or, when what was over-promised in the first place looks like it is going to be under-delivered.

Virtual post-sale client abandonment as usual. Nothing new to anyone these days but, perhaps, you?

My advice? Instead of moaning about selling virtually, take the time to identify the mission-critical (think: all of them) folks responsible for the post-sale care and feeding of your clients. Oh, and the first place to start identifying who these folks are is easy. Just ask your clients. They know who their go-to internal resources are. Which just may be why your clients stick with your company: the post-sales folks.

It doesn’t need to be that way, anymore. And it never did in the first place, either.

Because there is no room for “business as usual” in the continuously changing, new normal awaiting all of us. And another revelation here: our business ecosystem has been continuously changing for at least the last decade.

• Ready to develop your own, distinctive pre-sales strategy that incorporates post-sale client retention: delivered both virtually as well as in-person? Why continue to reinforce a culture of post-sale client abandonment? Click here and set up a 15-minute complementary conversation. No more business as usual. Your clients, new and existing, will thank you.
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My One Millimeter Mindset™  virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines. Build trust. Retain employees and clients. Optimize strategic business and human capital value in your organizations. Get everyone to where they need to go. Together. One millimeter at a time.  My playbook of communication tools and methods, Do YOU Mean Business? is available on Amazon.com.

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