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More InformationIn this episode, Dominka and Nina (BDS) unpack why “the customer is always right” can backfire in B2B. Instead of saying yes by default, you need firm standards, transparent processes, and the skill to set boundaries without burning bridges.
Value promise: a practical stance on compromise without sacrificing KPIs, evidence over opinions, the project lead as mediator, and tactics to handle unrealistic requests—including a real-world dumping-price case and why ending an engagement can be the right call.
6 min
Project lead as mediator between delivery and client
Why blind customer centricity erodes standards
When client feedback stops helping and starts blocking progress
Evidence vs. opinion: arguing with numbers
Why “yes-saying” hurts long-term outcomes
Being flexible without compromising KPIs/standards
Endless new requests: protecting team focus and cadence
Transparency as a trust lever: shared CRM & reporting
DACH nuances: adapt execution without breaking principles
Mutual learning: what to adopt and what to reject
Letting clients “learn the hard way” (safely)
Saying no to technically/economically impossible asks
De-escalation in meetings: stay calm, follow up in writing
Case study: dumping price / pay-per-meeting and why we declined
The mantra can derail quality. The better frame is partnership: advise, calibrate expectations, and anchor decisions in data.
Partner, not order-taker.
Guardrails: standards/KPIs aren’t optional.
Evidence-led: metrics beat gut feel.
Project leads resolve misunderstandings and shield the team from churn caused by shifting demands.
Mediation: align both sides.
Protection: prevent whiplash in delivery.
Clarity: set firm, neutral ground rules.
Feedback turns counterproductive when it’s purely subjective or ignores process realities.
Early signals: speed/quantity obsession, skepticism.
Calibrate: definitions and realistic volumes.
Exit if needed: part ways respectfully.
When opinions clash with data, transparency wins.
Shared CRM/reporting for visibility.
Explain context: why “10 meetings/day” is fantasy.
Stay factual: document decisions.
Be flexible in execution, strict in outcomes.
Standards stay.
Improve, don’t dilute.
Regional nuance: adapt to DACH, keep principles.
Constant pivots drain teams and outcomes.
Prioritize: no weekly tactic roulette.
Gatekeep: project lead sequences changes.
Set limits: polite, reasoned, consistent.
For impossible asks: pause, think, reply in writing.
In-meeting: keep a poker face; commit to assess.
Follow-up: written summary becomes the source of truth.
Offer options: feasible alternatives only.
Unrealistic volume + dumping pay undermines quality and method.
Philosophy clash: incentivizes the wrong behavior.
Decision: exit fast rather than add billable hours.
Outcome: protects team health and brand.
Adopt good client ideas selectively and deliberately.
Fit to standards: or don’t adopt.
Show why it works: transparency builds buy-in.
Iterate: fold learnings into the playbook.
KPIs/standards are guardrails—compromise lives in execution, not outcomes.
Transparency (CRM, reports) defuses opinion fights.
Chronic yes-saying erodes value—boundaries are healthy.
Project leads protect quality and team focus.
Evidence beats opinion in every tough conversation.
Heed early red flags and leave politely if needed.
De-escalate smartly: calm now, written follow-up later.
Say no to dumping deals—short-term cash, long-term pain.
“We never sacrifice standards—we expand them.”
“Shared CRM transparency convinces better than opinions.”
“A clear no can protect the team and the result.”
Nina — BDS, OB2B
Dominka — Host, OB2B
When does client feedback become a blocker?
When it’s subjective, ignores data, or constantly changes direction. Re-ground the work in metrics and prioritize requests.
How do I say no without drama?
Pause, promise to evaluate, and reply in writing with reasons and alternatives. Documentation protects both sides.
Is pay-per-meeting ever OK?
Not if it undermines quality. Compensation must reflect careful lead work and qualification.
How flexible should I be?
Flexible in how, firm in what. Adapt execution to context while keeping standards and KPIs intact.
The value of this episode: clear, practical rules for notifications, micro-breaks, daily planning, and setting boundaries — tailor-made for call-heavy roles (BDR/SDR) and useful for all knowledge work.
A straight-talk with Martin (OPM) on why live listening is the foundation of quality—and how it sharpens pitch, tone and conversion.
You’ll hear a practical blueprint: what to do in your first 30 days, how to deal with fear and rejection without sabotaging yourself, when empathy helps (and when it derails), and why discipline beats perfectionism for long-term success.
And the success is guaranteed.
You are currently viewing a placeholder content from YouTube. To access the actual content, click the button below. Please note that doing so will share data with third-party providers.
More InformationYou are currently viewing a placeholder content from YouTube. To access the actual content, click the button below. Please note that doing so will share data with third-party providers.
More Information