Jeff is a sales rep at a security company owned by one of my customers. When I saw Jeff, he was quite upset; he just lost a commercial customer. Jeff sold him his intrusion system and alarm monitoring services. Now the monitoring was gone. Jeff’s customer had bought an access control system from a competitor.
Jeff sold access control systems, too. He didn’t get a chance to bid the job, and he didn’t even know the customer was considering an access system. Jeff wondered how that could have happened. Things went well when he sold the system two years ago; in fact, he beat out two other companies for the business.