You're facing resistance from a key account. How do you persuade them to consider additional services?

Before jumping on any solution in account management, be a listener. Easy to write or say, very hard to implement. Start focusing on the needs and pain points of the client by engaging them in a conversation. Show them clearly how can the additional services will solve the highlighted pain points while helping them increase their business. Take help from the success stories which you have already helped other clients with. Finally, a regular follow up and check in without being firm.

Offering complimentary, value-added services can be instrumental in re-establishing rapport. By demonstrating our commitment to their success through these initial gestures, we can create a conducive environment for future discussions. Once trust is re-established, strategically introducing additional services that directly address their evolving needs will be more receptive. The key lies in positioning these offerings as natural extensions of our partnership, rather than as standalone products

In my experience, understand their needs first. Instead of pushing services, ask about their challenges. Once you identify pain points, tailor your solutions to address them. For example, "I understand you're facing staffing shortages. Our HR solutions can help you streamline hiring and onboarding."

Nurture your key accounts by understanding their unique challenges and goals. Tailor your service offerings to address those specific needs, framing the conversation as a collaborative effort. Showcase success stories to build trust and address any apprehensions they might have. By focusing on their needs and the value you bring, you can convert resistance into growth and solidify your partnerships.

The most important thing in any account management is to understand your client's needs and objectives and work towards that. If the client is resistant to work with you / your organization then key is to understand the reason of resistance and work on it. Once you have addressed the reason of resistance , show the value they will get with your additional services.

Overcoming Resistance is about demonstrating how your additional services can solve their problems and drive their success -Deep dive into their business goals, challenges, and pain points. -Align additional services with their specific needs and desired outcomes. -Quantify the benefits of the new services using data and case studies. -Demonstrate expertise and reliability through consistent performance. -Create compelling offers or packages to sweeten the deal. -Proactively address potential objections or hesitations. -Offer a risk-mitigated approach to testing new services. -Emphasize the mutual benefits of a strengthened partnership.

While short-term benefits are important, I also focus on how these additional services can contribute to the buyer's long-term success. This could involve future-proofing their operations, improving scalability, or enhancing their competitive advantage.

Once you understand your client’s challenges and needs, you can tailor a solution to show how your services can address their situation. Demonstrating how your services have helped similar clients in the past can also build trust and credibility, making your proposal more compelling. If possible, build a business case to illustrate the expected ROI to help your client justify the additional investment needed.

Trust is built over time. That is why I always emphasize the value the service/product I am selling or the brand I represent is providing. It is essential that the need of the customer is priority, every account manager should consistently show this. This allows the customer to be open and you can upsell or even cross sell or both.

It's crucial to listen actively and understand the root of any hesitations. By addressing concerns with questions, leading questions whose responses will profer more insights , an account manager is able to show committment to the customer's success. Making the slogan 'a win-win for all' obvious. It also important that you profer data backed solutions , this alleviates worries and builds trust. The conversation then on is more open and the talk of new services (cross sell) can be discussed.

If you encounter resistance from a key account, it may be necessary to back up your words with action. If you firmly believe that your services will provide value to the client and are facing resistance, find a way for the client to try out the service without any risk. Consider offering an upside to your company, such as providing a campaign for free, with the condition that your company receives a percentage (x%) of the additional revenue generated. This amount is significantly more than what you would typically charge for the service, which helps alleviate their concerns and showcases your confidence in the services you offer.

Firstly, be the first to get your quote back, then follow up in a decisive structured way. Show them you want the business, and that it is important to you. Ask questions and provide them with further valuable information to help them in their decision making process. And don't forget: Ask for the order!

Clients business may be slow/ they're simply content with the current contract. (or) from my professional services key account handling experience, in bringing business from 0$ to 500K$, and subsequently 1M$ YoY- Client may not be valuing your services, as much as you think they do. - During renewals, provide recap of the fiscal year [for ex: highlight performance improvement, over & beyond support, trainings/knowledge transfer etc]. -Introduce POC services / products for them to test first and decide. - Present benchmarking data, show the outcome stats of having your additional services. If the stats are impressive, your existing services are worth it, and clients have the budget for additional services, I don't see any reason why not!

To overcome resistance from a key account, start by actively listening and showing empathy, tapping into the principle of reciprocity to foster trust. Clearly link additional services to their goals, using data to demonstrate value. Offer tailored solutions or a trial to leverage the principle of commitment. Ensure ongoing support and seek feedback to refine your approach. Combining empathy with strategic insights and psychological principles can effectively persuade even the most skeptical clients.