Today, our new Outreach Manager landed a client – who used
to use us, and stopped listing accounts with us in 2017. There are always lessons to be learned when a
client decides to use a competitor, but winning that client back after nine
years? In your first week in a sales
role? The real question is, what did she
do right, and how do we bottle it, lean into it, and make sure we keep doing it?
This is a question I try to ask every week – often bumps in
the road monopolize your day, eat your brain power, and occupy your thoughts,
making you reactive – but really, if you are managing anything, you want to be
looking at what works and do more of it, being proactive.
And when someone does something right, call attention to it –
yes, applaud your team member, hold them up for others to see, and boost their
morale, but help draw their attention to what is working, because they are
likely dealing with bumps in the road, things that monopolize their time, and
can drag them into a reactive spiral.
Years and years ago (‘back in the day’), I’d drink my five
coffees each with five sugars, see through space and time, and make 160 collection
calls a day with a smile. It would be
easy to focus on the 20 people who hung
up on me, the 30 not in service numbers, and the 5 people that yelled or were
vulgar … but I would rather focus on the 25 people who paid. Negative experiences take more emotional and
mental energy than positive ones – it would be easy to forget about the 25 positive
calls, if I didn’t keep focus on them. And
of course, the people who did pay, I shouldn’t just take for granted – I should
ask ‘why’?
This week, our teams have improved our AI workflow,
reformatted a new letter, brought on over a dozen clients, onboarded a new
staff member, and captured 4 positive google reviews, on top of hitting their
revenue goals. That’s a good week. I’d like to focus on that.
Got questions about how to manage proactively and
positively? Drop me a note at blair@receivableaccounts.com.
Thanks kindly,
Blair DeMarco-Wettlaufer
KINGSTON Data & Credit
226-946-1730
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