Client check-ins can easily become casual conversations that sound productive but do not uncover what is really happening.
That’s where RECON can help.
RECON gives you a simple way to stay intentional during client conversations, whether you’re checking in with an established client or getting a new relationship started. It helps you look beyond “How’s everything going?” and create a conversation that surfaces what’s working, what’s changed, what may be getting in the way, and where you can add value.
RECON stands for:
Remind [or Remember]
Evaluate
Change
Opportunity
Next steps
The goal isn't to turn every customer check-in into a sales call.
It's to have a meaningful conversation about your customer's business and make sure you're continuing to provide value.
Why regular client check-ins matter
How often do you check in with your existing customers?
Too often, customer conversations happen only when there's a problem, a renewal coming up or a new product to sell.
That's a missed opportunity.
Your customer's business is constantly changing. Their priorities, challenges, people and goals may look very different than they did when they first started working with you.
Regular check-ins help you stay close to those changes.
They can also help you catch problems early, strengthen relationships and uncover opportunities to help before a competitor does.
That's where RECON comes in.
R: Remember
Start by going back to why the customer chose you in the first place.
Ask:
What originally led you to work with us?
What were you hoping we could help you accomplish?
Are we still delivering on those things?
This reconnects the conversation to the value you were brought in to provide.
E: Evaluate
Next, find out how things are really going.
Don't be afraid to ask for honest feedback.
Try:
How are things going from your perspective?
Are we meeting your expectations?
Is there anything we could be doing better?
Is there anything you wish we were doing differently?
If something isn't going well, you want to know about it early.
A small issue you can address today is much easier to deal with than a customer quietly becoming unhappy and eventually looking elsewhere.
C: Change
Now find out what's changed in their world.
Ask:
What has changed since we last talked?
What are you focused on right now?
Are there any new challenges you're dealing with?
What is coming up that we should know about?
The better you understand what's happening inside your customer's business, the better you can support them.
O: Opportunity
This is where a good check-in may uncover a new way to help.
Maybe the customer has a new challenge. Maybe their needs have changed. Or maybe there is another area where your expertise could be useful.
Ask:
Is there anything else you're working through right now?
Where are you seeing the biggest challenges?
Is there anything we could help you with?
Notice the difference.
You're not asking, "What else can I sell you?"
You're asking, "What's happening in your business, and where might we be able to help?"
That creates a much more natural conversation.
N: Next steps
If you uncover an issue or opportunity, don't let the conversation end with, "We'll look into it."
Agree on what happens next.
That might mean:
Setting another meeting
Bringing in someone else from your team
Talking with another decision-maker
Exploring a potential solution
Setting a timeline
Gathering additional information
The important thing is to leave the conversation with clear next steps.
Make RECON part of your customer strategy
A good client check-in shouldn't feel like a sales pitch.
It should feel like a conversation with a partner who genuinely wants to understand what's happening in your business.
RECON gives you a simple way to make those conversations more consistent.
It can help you:
Strengthen customer relationships
Catch problems early
Understand changing needs
Demonstrate value
Uncover new opportunities
Protect important customer relationships
So take a look at your calendar.
Which customers haven't heard from you lately?
A simple check-in could uncover more than you think.
I like this version better for Sandler because RECON is clearly positioned as the tool, while the rest of the article teaches the salesperson how to actually use it in a client conversation.
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Dave Fischer - Sandler NYC, provides proven sales training, sales management training, leadership development, and executive coaching to help businesses build stronger sales teams, develop confident leaders, and increase revenue. Serving New York City and the surrounding area, Sandler NYC helps sales professionals, sales managers, business owners, and executives improve prospecting, sales performance, qualification, communication, accountability, and pipeline management.
If you're looking for sales training in NYC, sales coaching, leadership training, sales management coaching, executive coaching, prospecting training, or professional development programs, Sandler NYC provides practical, proven strategies to help your team sell more effectively and achieve predictable sales results. Contact Dave Fischer to learn how Sandler training can help your organization grow.
