Two sales reps joined the company at the same time. Both had unique styles and similar results within the first 6 months. Each one was ambitious and eager for advancement. One sales rep had a much more abrasive style. The product was good and he knew it. This abrasive sales rep churned through phone conversations and could tell the interest (and ultimately the time he spent on that lead) by the inflection in the prospect’s voice.

The other rep was more of a relationship builder. Someone who knew relationships in sales must be built, but also knew they could only go only so deep due to the voluminous amount of deals being worked.  

Coincidentally, both reps individually received calls from 2 different former-champions (now customers). Each one notified both reps that they were leaving their current company due to culture fits and started the process of looking for a new company.

The abrasive sales rep responded with a simple “hey thanks for calling, but I’ve got a lot on my plate right now. I know your company will miss you but I’ve got to get to my next call.”

Although also in the midst of calls, the relationship builder took two extra minutes to understand why the former customer champion was leaving and asked questions about their upcoming ideal role.

“So what was missing at this current company that the future company must have? Gotcha, send me your resume and I’ll pass it along to a few folks when I think of them.”

After thinking about it a bit more, the relationship builder knew of 4 other companies with open positions. Later that night while watching the ball game, the relationship builder took 10 minutes and sent 4 individual emails to contacts in those companies.

6 weeks later the former champion was hired)

3 months later, the relationship builder had another paying customer — new company, same champion.

The abrasive sales rep ended up leaving the company 18 months later after not having enough in his pipe and being a detriment to the culture.  

Morale of the Story:

A customer at one company can be a customer at the next. Taking the time to truly care is what matters most.

WideAngle is One on One meeting software used by companies including General Electric, IBM, AT&T, Google, and many more to make sure One on Ones happen, are productive, and documented.