When account managers go years without speaking to customers, it signifies a failure of leadership, not just the individual. This lack of oversight is framed as "malpractice" because it allows reps to avoid core relationship-building activities, directly endangering customer retention and revenue.

Exceptional people in flawed systems will produce subpar results. Before focusing on individual performance, leaders must ensure the underlying systems are reliable and resilient. As shown by the Southwest Airlines software meltdown, blaming employees for systemic failures masks the root cause and prevents meaningful improvement.

Brands must view partner and supplier experiences as integral to the overall "total experience." Friction for partners, like slow system access, ultimately degrades the service and perception delivered to the end customer, making it a C-level concern, not just an IT issue.

In a truly product-led company, the product organization must accept ultimate accountability for business-wide challenges. Issues in sales, marketing, or customer success are not separate functional problems; they are reflections of the product's shortcomings, requiring product leaders to take ownership beyond their immediate domain.

Customer service isn't just a post-sale function; it shapes the pre-sale environment. A prospect's perception of your company's service, formed by word-of-mouth and online presence, directly impacts a salesperson's ability to succeed before they even make contact.

The stress and anxiety felt after a sales interaction goes poorly is not a weakness. It signals a high degree of ownership and responsibility—core traits of successful salespeople. Those who feel this pain are more likely to learn, adapt, and ultimately be trusted by clients.

Founders and CEOs can develop an inflated sense of their contribution by focusing only on the final executive meeting. They often overlook the months of prospecting, relationship-building, and deal choreography done by the sales rep, leading to unfair perceptions about who truly 'closed the deal.'

A key stakeholder within a client account may actively create friction and gaslight your team, not for legitimate business reasons, but to steer the contract towards a competitor where a friend works. This form of psychological warfare can derail renewals despite strong performance.

Salespeople's biggest frustration with comp plans is being held accountable for outcomes they can't directly influence. This perceived unfairness is a primary driver of attrition, making it critical to align incentives strictly with a seller's direct responsibilities and control.