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Don’t Let the Whale Swim Away: How to Retain Your Biggest Clients
Manage episode 483815813 series 3588075
You finally landed the whale… now what?
After months—maybe years—of chasing down the biggest account of your career, this episode is your blueprint for keeping it. Lisa and Cindy break down the exact playbook they’ve used to turn high-stakes KOLs and massive hospital systems into career-long allies. Discover the secret to retention, the six steps every rep should master, and how to transform your whale into your best advocate. If you’ve ever wanted to turn one big win into long-term sales dominance—this one’s for you.
Must-Hear Insights and Key Moments
- Celebrate, Then Execute – Don’t let your first win be your last. Mark the milestone but immediately start the real work.
- Flawless Onboarding – A smooth handoff is everything. Lisa walks through how to support everyone from the OR nurse to materials management.
- Build Internal Champions – One relationship won’t keep the whale. Cindy shares how mini-advocates inside the account keep momentum when you’re not there.
- Be Johnny-on-the-Spot – The fastest rep wins. Learn how to embed yourself in the hospital’s ecosystem and show up before problems become deal-breakers.
- Grow the Account Strategically – Don't stop at one facility. Lisa outlines how to protect your turf by expanding into other hospitals and partners.
- Make Your Whale Your Sales Rep – A true KOL can do your selling for you. Cindy explains how to turn client satisfaction into testimonial gold.
Words of Wisdom: Standout Quotes from This Episode
- “Winning a major account in medical devices isn’t just about selling the product—it’s about embedding yourself into the ecosystem of care.” — Anneliese Rhodes
- “You landed the whale. Now the marathon begins.” — Cynthia Ficara
- “Celebrate the win. Then get to work. The PO is not the finish line—it’s the starting gate.” — Anneliese Rhodes
- “Turn your whale into your best sales rep. That’s where your true ROI begins.” — Cynthia Ficara
- “If you’re not there to solve the problem, your competitor will be.” — Anneliese Rhodes
- “You can’t keep a whale with transactional service. You keep them by being unforgettable.” — Cynthia Ficara
- “When a customer says, ‘I won’t do a case without my rep in the room,’ you’ve done your job right.” — Anneliese Rhodes
- “Grow the account before your competitor grows back in.” — Cynthia Ficara
- “Bad service gets told five times more than good service. You’ve got to be the first to show up.” — Anneliese Rhodes
- “You don’t just support the physician—you serve their whole world.” —
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A Team Dklutr production
Chapters
1. Introduction (00:00:00)
2. The Importance of Keeping Your Big Customer (00:03:51)
3. Six Steps to Retain Your Whale (00:04:41)
4. Step 1: Celebrate the Small Wins (00:05:02)
5. Step 2: Smooth Onboarding Process (00:05:58)
6. Step 3: Building Clinical Champions (00:09:05)
7. Step 4: Exceptional Service (00:11:01)
8. Step 5: Strategic Growth (00:15:54)
9. [Ad] Real Talk About Marketing (00:17:38)
10. (Cont.) Step 5: Strategic Growth (00:18:24)
11. Step 6: Turning Your Whale into a Sales Rep (00:20:05)
100 episodes
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