In our line of work, we help businesses reduce wireless costs while providing a stable, single point of contact. One of the biggest frustrations companies face is the constant turnover of carrier reps. Clients want consistency, yet their reps seem to change every few months.
In a recent meeting, a prospective client spent most of the time venting about this exact issue. They had gone through multiple reps in a year and were so frustrated that they even threatened to switch carriers unless they were promised a “permanent rep.” Of course, we all know that in the corporate world, job permanence is an illusion—people move on, companies restructure, and turnover is inevitable.
As we explained our process and how we eliminate this cycle by becoming their dedicated point of contact, we expected an easy agreement. But instead, we hit an unexpected roadblock:
“I really like this one.”
Despite their frustration with constant rep changes, they had grown attached to their current one. Suddenly, their main problem didn’t seem like a problem anymore.
So how did we handle it?
We took the path of least resistance. Instead of arguing the point, we let the numbers do the talking. Even though the carrier rep and their manager insisted there were no savings to be found, we reduced the client’s bill by 32%. Now, we’re just waiting for the inevitable turnover, ready to step in when they once again feel the pain of change.
The Lesson? Meet Clients Where They Are
Clients may tell you exactly what they want, but that doesn’t mean they’re ready to accept the solution—at least not right away. The key is patience. If the need is real, the right moment will come. When it does, be ready.