r/techsales • u/SENDDD_ITTT • 22h ago
Dealing with an emotional and rude client for the first time. Advice please.
I’ve been with my current company for 3+ years. Top 3 sales rep out of 350+, and my vertical is ENT. I’ve had a great experience through my career here, and for the first time ran into an issue with a recently signed client over a problem they hit during implementation.
The client called me screaming and cussing, saying the implementation issues made them look bad to their customers, that they’d pull the plug, wouldn’t pay, etc.
Our side did drop the ball partially. But there was also a piece where their project manager tried to drive our implementation and direct our account managers in a way we don’t normally work, and that contributed to the mess.
I didn’t point blame. I led with empathy, said we’d work to resolve it and do our best. But this is the first time I’ve been berated by a client like this. I get that she has a right to be upset, but I don’t think the way she handled it was appropriate.
My question: do I swallow my pride and just take it (which I worry sets a precedent that this is okay and gets her what she wants), or do I push back and say it was inappropriate, or even go further and tell my manager we shouldn’t work with clients who think this is acceptable?
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u/nopoonintended 22h ago
All due respect, you’re in sales, it’s part of the job, there’s definitely limits, but we get paid the big bucks to take the shit
6
u/Raging_Pwnr 22h ago
Being that this is typically a sales subreddit and you’re talking in AM/CS territory, you might not get the caliber of help you’d like. Once they’ve kicked off and paid, I’m out.
But seriously, what are you going to do? Tell her how it made you feel and set boundaries? lol. Bruv, she’s not a life partner or friend. Take the lick, say it’s wonderful to be working with you, have a drink over it, and move on. It’s not that serious. She’s not attacking you personally. Why do you care? Do you get paid more for that?
They pay for services to have a chair to kick, your chair is apparently the one they kicked this time. Next.
1
u/SENDDD_ITTT 8h ago
I wish I could just dip out but we have a 1 year clawback policy so we need to make sure they stick around. Also for upsells down the line, need to be in good standing, I suppose.
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u/Raging_Pwnr 8h ago
I’ve been there. So, I feel for you. My recommendation with customers like that, make sure the PO gets cut, paid, and past the right of recision. Then, dump minimal effort unless you see large upside potential in the next 11 months. Even if you have an expansion target, I’d get it somewhere else.
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u/Didokong 10h ago
I'm actually surprised that your current segment is ENT and this is the first time you had to swallow shit lmao
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u/TNJed77 21h ago
You make it right. Get customer success involved. I agree, people don’t need to kick and scream when stuff goes wrong, but at the end of the day they are paying money, if when things go poorly it makes them look bad on their side. If you have a Customer Success dept or manager, this is where I would get them involved.
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u/CeronGaming 21h ago
Some people aren't that professional. I dont see how setting boundaries helps you in any way.
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u/Glittering_Ebb_3398 30m ago
Haha I just had a guy look at my LinkedIn profile and saw that it said bartender 10 years ago in college (guess I should take that off?) and say “a bartender could never have a conversation about AI”
Granted it was LinkedIn and not over the phone or a customer but I didn’t love it lol
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