Your second most important business relationship

I was talking to a friend the other day who stood to lose a big chunk of business because a competitor had come in and offered lower prices. She was pretty worried. The more I spoke with her the more it became clear that she provided a vital service to her client and charged a very fair price. It was also very apparent that the client was not clear on the entirety of the consequences resulting from a switch.

In further conversation, my friend was able to articulate very well the consequences her client would face from a switch to lower prices. So when I asked her what her client said when she explained this to them, she told me she only had contact with the users of her service and the decision had been made higher up in the company.

That’s a problem.

I told her that the decision makers probably weren’t fully aware of what she had just explained to me. If they were, they wouldn’t be switching. She needed to find a way to speak with them. Which she did.

I’m happy to report that she was able to save her business by speaking with the people who were making the decision. She not only saved her business but now has a relationship with the decision makers.

Its great to have relationships with the day-to-day users of your service. In fact its the second most important business relationship you can have. But if you don’t develop relationships with the decision makers, you will eventually find yourself in an unfavorable situation.