Most of the time, the customer and the end user are aligned, but every so often, there's something that would be good for the end customer but not as good for the client, or vice versa. Generally, the right thing to do is what is best for the end customers, so I have to sell our clients on that and how it helps the business in the long term.
It takes a trusted relationship to successfully convince the client that you have their best interests in mind and that what's best for their customer is going to be best for them. That's not something that you can build overnight. You have to invest in that relationship and build it. Then, hopefully, when that type of situation presents itself, you're able to have that strong rapport to influ
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