Say a client calls your help desk every time the internet drops. Your team already knows what goes down and how long the business can wait. Bring that into the next account review. If the client wants a better plan, you have a real reason to talk about a backup connection or a different provider.
Give account managers three questions
- New site or move. “Who’s ordering the internet, and what day does it need to be live?” Ask during the move or network planning conversation.
- Carrier renewal. “When does your agreement end, and what would you change if you renewed it today?” Ask during the account review while there’s time to compare options and check any notice deadline.
- Repeated outages. “What stopped working the last time the circuit went down?” Bring one example from the help desk and ask what the business needs to keep running.
Start with one client who needs help
Pick a client with a clear need and a deadline. With their permission, give your technology services distributor (TSD) the address, the date service needs to be live, and what the connection needs to support. Ask which providers can serve the site. For backup internet, check which systems it can keep running and whether it shares equipment or lines that could also take down the main connection.
Before you quote anything, agree on who updates the client, who handles installation, and who takes the first call if the connection drops. Put the opportunity in the pipeline your team already uses and review it alongside your other deals.
On the next account review, use the question that got the client talking. If the same need keeps coming up, coach the rest of the team on when to ask and where to hand off the opportunity.