Sometimes I sit in a meeting and think:
“This could just as easily be a therapy session.” 😉
Why? Because customers do not simply want to buy a solution—they want to feel understood.
At first, the discussion is often not about technology or ROI at all, but about questions such as:
- “What happens if my team does not accept the new system?”
- “How do I prevent the project from being overwhelmed by day-to-day business?”
- “Can I really rely on the solution working?”
This is where systems sales begins for me: not with the product, but with the people.
I need to listen, ask questions, translate—and sometimes provide reassurance. The technology comes later. Once a customer trusts me, they will usually also trust the path we take together towards the solution.
💡 My experience: Trust is often more important than the specification. A specification can be adapted and optimised; lost trust, however, is very difficult to regain.
👉 I would be interested to hear: When did you realise that a customer truly trusted you?
#Kardex #SystemsSales #SystemsThinking #ProcessInnovation