Use observation, need, and request language in a difficult client pricing conversation.
Morgan M Client CFO O Observe N Need R Request The objection 20 sec Client call Morgan says the firm is nickel-and-diming them after seeing the proposed fee increase. The partner has data showing repeated out-of-scope support and a margin problem. The line you choose will either lower defensiveness or turn the call into a blame exchange. 28 out-of-scope requests 61% realization
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