11/21/2025
Listen. I’m not a sales rep. I’m an Account Executive. There’s a difference.
When a customer texted me yesterday because their out-of-warranty CBCT wasn’t working and they needed it for patient care, I had a choice.
-A sales rep says, “Call support. That’s not my job.”
-An Account Executive says, “A tech will take longer. I’ll come fix it.”
Last week, an ENT clinic called because their end-of-life CBCT went down, and they were about to start rescheduling patients. Again, I had a choice.
-A sales rep says, “This is why you should’ve upgraded. Call support.”
-An Account Executive works with local techs, rearranges schedules, and gets there within two hours to personally re-grease a worm screw so the clinic can stay fully operational.
When an OMS client of a few years (referred by another long-time OMS client) is installing their third CS 9600, we all have a choice.
-A sales rep says, “Installation isn’t my responsibility.”
-An Account Executive shows up, checks the install, and makes sure everything is running exactly as the surgeons need it to.
-A sales rep sees emergencies as leverage to hit quota.
-An Account Executive uses knowledge, relationships, and their time to keep you efficient, safe, and on budget.
-A sales rep keeps brochures in the car.
-An Account Executive keeps brochures next to the tool bag.
-A sales rep says, “That’s not my job.”
-An Account Executive says, “What else can I learn? What else can I do?”
If you value what an Account Executive does or if you’ve been on the receiving end of this level of support, the best thing you can do is refer me to your colleagues who deserve the same.
