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“My client is busy” says the account leader. “I don’t want to waste their time by asking them what they think about us. We already know.”
Me: “That’s really interesting! What did they say when they last told you?”
Them: “Oh, they’re very straight forward. We know when they’re not happy.”
Me: “I’m sure you do when they’re really unhappy. What if there are a bunch of minor niggles that aren’t in themselves worth making a fuss about, but put together might mean their head would be turned by an attentive new competitor? What do you think they will say? What do you hope they won’t say? What would you most like to know?”
Them: “…”
<Long pause>
Them: “Look, I’m busy, I’ve got targets to hit. If my client is going to make time in their diary, it will be for me – and I will come out of that meeting with a lead that will end up as a sale.”
Me: “Wow. That must be hard – all that pressure on one meeting, wondering what’s actually on their mind, not finding out until they start talking, not being quite sure where it’s going to go, whether you have the connection to the right person to do what they’re talking about. Must be hard for them too, I guess your client knows all your interactions with them are transactional…”
Them: “…”
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