On this episode of The Smart IT Podcast, I welcomed Keenan Coke to the show, where we explored the role of Business Development Representatives (BDRs) in modern sales and how they set the tone for customer relationships.

🔷 Smart IT Workspace Construct - Sellers Perspective (BDR View)

Keenan revealed why the BDR position is about more than just cold calls. It’s about starting conversations, building trust, and connecting prospects with the right experts. BDRs bridge the gap between sales, support, and product teams, ensuring customer needs are heard and acted on.

He described how BDRs built trust by creating warm introductions, ensuring prospects spoke with decision-makers, and filtering out poor fits. We talked about the importance of human connection in sales, noting that even in an AI-driven era, customers still preferred personal conversations over bots.

He cautioned that communication breakdowns between teams could cost deals, while proactive outreach, follow-ups, and partnerships kept customers engaged. Emotional connection and consistent customer experience build long-term commitment.

Keenan argued that loyalty depended on continuous engagement, fast responsiveness, and taking customer feedback seriously.

Finally, he reflected on his own path into BDR work, explaining that he chose it deliberately to sharpen his communication skills. Anyone interested in sales did not need a degree or certification, just the ability and desire to communicate effectively, qualify prospects honestly, and help customers solve real problems.

🔑 Key Takeaways

🔹 How proper qualification and disqualification saves time and strengthens the pipeline

🔹 The importance of cross-team communication to prevent customer frustration

🔹 The role of early adopters and brand loyalty in long-term success

🔹 Why human connection still outperforms AI bots in building trust

🔹 Why strong communication skills matter more than degrees or certifications in sales

If you’re in sales, product, or customer success; or just curious about how businesses grow through people-first connections, this episode is for you.

💡 “The BDR role is about setting the tone for a lasting relationship.”

#SmartIT #sales #BDR

Show notes:

🔹Link to this episode: https://youtu.be/i3rF3aTs7AA

🔹Keenan on LinkedIn: https://www.linkedin.com/in/keenan-coke/

🔹The Smart IT Podcast YouTube Channel: https://www.youtube.com/@thesmartitpodcast

🔹Captivate Website for all episodes: https://the-smart-it-podcast.captivate.fm/