This worst and most used line by salespeople. To me, this has to be one of the most blatant lies you will hear from a person in sales. The truth behind that statement is “now that I have your business, what you are asking for is a customer care issue, and doesn’t generate commission, not my problem”. Always remember this same person had more than enough time chasing your business by calling, emailing and reaching out in other ways.
We always tell our new clients we gain business through consulting and cost savings, but during our agreement the account management/single point of contact aspect increases our value much beyond dollars alone. Our clients should always hear back within 15 minutes, and rarely more than an hour. There simply is not a valid reason not to, you are always connected and can find 15 seconds to respond to let the client know you have seen their email, text, or voicemail and will get working on it as soon as possible.
An example, a salesperson has 10 meetings a week (which is admittedly high) each lasting 30 minutes, that is only 5 hours per week. Where is the other time spent?
Something to keep mind the next time you get that response, are you a commission or a long term relationship to them?