Replacing a Well-Liked Rep

Here’s the situation: A client has been with your company for many years. And now you’ve been tasked with replacing an account executive that this client really liked.

This client has renewed their contract many times. They’ve bought additional products and services and they’ve been a good reference. On client surveys they’ve given both the company and the account executive high marks.

But now your company has induced a little tension into the relationship. You’re the new guy/gal. So, what’s your strategy? Here are a few things to consider:

1. Learn all you can about the client before you meet. Do not go in ignorant. Please do not say, “Tell me about your business.”
   
   
2. Explain why there’s been a change. “We’re just mixing it up” is not a good reason. That just makes the company look stupid. And a bad company pronouncement doesn’t leave you off the hook. Anything that raises fear, uncertainty & doubt in the client will affect you and future purchases.
   
   
3. Let them “grieve”. Sounds funny, but, depending on their style, this loss may be a big thing to them. Don’t discount it. Let them pour out what they liked about that rep, what they’re worried about, and what they’ll miss most. Like a good service interaction, let them get the emotion out before you delve into your logical next steps.
   
   
4. Build on the information you hear, starting with what they liked. “What things that (former rep’s name) did would you like me to continue doing?” And be sure to ask why so you can determine how valuable it was to them.
   
   
5. Ask what else you could do that would help them achieve results. This is where you start to add value not just try to replace value. The goal is to build an even better relationship than the one they had. If they’re not sure, ask them what’s changed in their business (or his/her specific area) since they started working together. Or, ask what results/outcomes are expected from his/her group. Now you can start to better understand their business.

Try this and let me know how it worked or what you'd do differently.

Good luck!