How One Sales Rep Reclaimed a Lost Account—and Reignited Pipeline Growth
Some wins don’t come from flashy pitches or instant closes. They come from patience, process—and a willingness to play the long game.
This is the story of a B2B sales professional who took a cold, inactive account—one that had walked away years ago—and turned it into a growing opportunity using the Sandler Selling System and the KARE model.
It’s not just a success story. It’s a blueprint for reclaiming lost business in any industry.
The Challenge: A Customer Lost Before the Rep Ever Started
When the sales professional joined the company, they inherited a former customer who had left due to repeated product failures. The damage had already been done. Trust had eroded. Communication had gone cold.
Many would have written off the account entirely.
Instead, the rep added the company to their KARE worksheet—specifically under Recapture (former clients) and Expand (additional sites).
The Strategy: Long-Term Relationship Rebuilding
There was no magic email, no perfect pitch. Just consistent, professional outreach.
Over the course of more than a year, the rep:
Researched the root issues that caused the initial fallout
Engaged decision-makers respectfully, with zero defensiveness
Maintained communication even when there was no immediate interest
Offered help—not just a sale—at every opportunity
The turning point? A single project for a down machine. The customer gave the company one more chance.
The Execution: Proving the Process Works
The rep made sure that the first new project went flawlessly:
Expectations set clearly
Delivery handled with urgency
Follow-up calls scheduled proactively
Once the first repair was complete and successful, the trust began to rebuild. The contact even offered to introduce the rep to their second facility in another city—an Expand opportunity already mapped in the rep’s KARE strategy.
The Outcome: Two Accounts Back in the Pipeline
✔️ First project complete
✔️ Second repair approved
✔️ Meeting scheduled to discuss next location
From total silence to two active accounts—that’s the kind of turnaround possible when sales professionals apply the right framework and follow-through.
And while this win belongs to the rep, it’s also a clear validation of the Sandler approach.
Key Takeaways:
Recapturing lost business requires a long-game mindset
A structured account strategy like KARE keeps priorities clear
Execution builds trust—especially when rebuilding broken relationships
Expansion is possible once credibility is re-established
Want to Turn Cold Accounts into Hot Opportunities?
This story shows what’s possible when a proven sales process meets disciplined execution. If you’re sitting on a list of former clients you’ve written off… maybe it’s time to reconsider.
Ready to map your own KARE strategy? Pick up the KARE Tool and let’s connect.
