Objection: We Are Happy with Our Current Contractor

Customer: “I’m sorry you’ve wasted your time.  We’re very happy with our current contractor.”

“We’re happy with our contractor” may be a complete answer. Acknowledge the customer’s experience and ask whether they want to continue the conversation. If they decline, respect that decision rather than looking for a hidden problem.

If the customer agrees to talk, start with what is working well. Ask about their requirements and whether there is any service need they want to discuss. A new contractor may involve onboarding and coordination, so explain your process only when it is relevant.

• • Don’t make assumptions.  
  • Focus on facts.
  • Look for the problem to be solved.
  • Discuss whether your team can meet the need the customer actually describes.

Listen to the answer.

A Permission-Based Example

This hypothetical conversation shows how to discuss a customer’s requirements with their permission.

Customer: “I don’t want to take up any more of your time. We’re happy with the contractor we’re using right now.”

Salesperson: “I understand. Would you like to discuss what you value about the service, or would you prefer to leave it here?”

Customer: “OK.”

Salesperson: “What works particularly well with your current arrangement?”

Customer: “They know our properties and the people to contact.”

Salesperson: “That continuity sounds useful. Is there anything else you would want a service provider to understand?”

Customer: “We need clear updates when a visit is delayed.”

Salesperson: “How do you want those updates handled during busy periods?”

Customer: “We want the site contact told promptly so they can plan access.”

Salesperson: “I see.” 

*Note: Ask for detail only when the customer has identified a need they want to discuss.

Clarify the Customer’s Requirements

Salesperson: “Could you describe the information that helps your site contact make that plan?”

Customer: “The revised arrival time, the reason for the change and who to call with a question.”

Salesperson: “Those are clear requirements. I can explain how our team handles updates and what response we could commit to for your sites.”

Customer: “Can you show us the process?”

Salesperson: “Yes. We can review the steps and confirm whether they fit your needs.”

*Note: Explain your own process without making unsupported claims about either contractor. 

Salesperson: “Is there another requirement you would like us to consider?”

Customer: “Any change would need to fit our existing vendor approval process.”

Salesperson: “Who should be involved in reviewing that process?”

Customer: “Our facilities manager and purchasing contact. We would want them to see the requirements before discussing a change.”

Salesperson: “If you want to take that step, we can arrange a review with them. There is no need to decide today.”

Discuss an impact only when the customer describes it. Ask for the relevant facts and avoid assigning blame.

• Ask which handoff or delay the customer wants to improve.
• Confirm the customer’s requirements rather than speculating about losses or insurance costs.
• Identify who needs to review any proposed change.

Keep the discussion respectful. For follow-up questions, see our guide to understanding needs with open and closed questions.

Questions for Different Conversation Preferences

Use these prompts to ask how the customer wants to review information. Confirm the preference in conversation instead of assigning a fixed personality type.