Account Management Secrets Episode 24: When Clients Don’t Engage
Most account managers are told to ask great questions, but without trust, those questions go nowhere. So how do you earn the right to dig deeper without losing credibility?
In this episode, Alex Raymond is joined by Richard Harris, the founder of the Harris Consulting Group and author of “The Seller’s Journey,” to discuss how emotional intelligence helps account managers earn the right to dig deeper without losing trust. Richard introduces the “respect contract,” a way to set the stage for better client conversations.
This episode also explores why focusing on economic impact is the best way to drive urgency and meaningful engagement. Along the way, Richard challenges common sales advice and shares practical strategies for handling disengaged clients, navigating tough conversations, and strengthening relationships. If you’ve ever struggled to get real answers from a client, Alex and Richard’s discussion will give you the tools to change that.
Quotes
- “In sales—and even in account management after they become a customer—our job is to keep earning our customers’ trust.” (03:22 | Richard Harris)
- “If leadership hasn’t taught them to send an email before you ask those questions, well, that’s just piss poor leadership, in my opinion. That’s just terrible leadership.” (09:54 | Richard Harris)
- “Nothing drives urgency more than money. Nothing.” (27:25 | Richard Harris)
- “You don’t become more resilient by doing the same thing over and over again. You become more resilient because you try something and you adjust.” (31:35 | Richard Harris)
Links
Connect with Richard Harris:
LinkedIn:https://www.linkedin.com/in/rharris415/
Website: https://theharrisconsultinggroup.com/
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/