How I Turned an Icy Cold No into a Sizzling Yes

As a Customer Success Manager (or Inbox Ninja as we call it around here), the majority of my day focuses on taking a soft objection and transforming it into a warm lead for our clients. The other part of my day revolves around drinking coffee and catching Pokemon that sneak into our office – but that’s beside the point.

It’s become obvious to me that while choosing the right people to reach out to is important, identifying who has authority is the game-changer.

Let me give you an example.

One of my favorite clients creates customized experiences to help companies build more cohesive teams and better leaders (seriously cool stuff – ask me about it later if you’re interested). A few weeks ago, a Organizational Development Manager responded to one of my outreach emails on their behalf with a very stern “no” – it seems they were in a hectic transition phase and he did not have time for this right now.

What I wanted to say was…


But don’t worry. I kept my cool and assured him that I would reach out in a few months when they were through the transition.

Not even an hour later, an employee from the same company sent me an excited response that she’d love to chat with our company. Apparently, this is just what they needed! Woohoo!!

And guess who it was? The first respondent’s BOSS!

Boom. Roasted.

Long story short: my client had the meeting, closed the deal, and we all lived happily ever after. We weren’t discouraged by a no that really could’ve meant “I’m in the middle of something” or “I haven’t had my coffee” (which are both totally reasonable).

Three Takeaways:   

  1. Reach out to more than one contact: One person seldom has all the say in a decision to bring on a new vendor. Share information with people on different teams that would be impacted by the service you provide. Make sure you cover various departments that make sense and a variety of levels of employees.

  2. Don’t give up: The first response will probably be a “no”. That’s just life, ya know? But that doesn’t mean one of the other several people you reached out to won’t see exactly what they need in your outreach. Trust the process.

  3. Always be respectful: Please don’t use this post as permission to spam every employee at your dream company with the same email. Targeting is key. It’s also vital to acknowledge and comply with a “Please take our team off your outreach.” We’re not trying to make any enemies here – only give the right people a chance to say yes.

I hope this gives all you hard-working sales warriors some inspiration today. I’m rooting for you!

Keep Calm and Ninja On,