In this episode, Fred and John review how to handle outages or emergencies as an Account Manager, including:

• The First 15 Minutes: What to Say Immediately
• Communicate on the period you specified, even if nothing changes
• Decide communication mode and whether it needs to escalate based on the size of the client and the nature of the outage
• Internally align on messaging prior to later communications
• Things not to say
• Resolution message
• Subsequently, extra focus on building trust

• In this episode, Fred and John discuss Business Ethics specifically for Account Managers

  1. Most Common Scenario: Ethical Communication During Problems
  2. Quota vs. Client Best Interest
  3. Overselling vs. Honest Positioning or overselling the roadmap
  4. Discounts and Pricing Ethics
  5. Data and Confidentiality Responsibilities

In this episode, Fred and John discuss the top ten mistakes made by B2B account managers:

• Thinking some else is the quarterback
• “I think”
• Not bringing recommendations along with problems
• Not being willing to be a pincushion
• Complaining about the client in the open
• Assuming not hearing from clients means everything’s good
• Referring to your internal team as ‘them'
• Waiting until renewal to sell the value prop
• No account plans
• Not answering the question directly - “Curse of Knowledge”