Q&A
How did you initially connect?
Britsch: I heard of Lushin through a CEO peer group called Executive Forums. Back then, we were smaller—maybe 12 or 15 people. We have a lot of smart people who are great at doing the software, but none of us were trained salespeople. While we're capable of learning a lot, we didn't have a consistent sales process or the skills to engage in effective prospecting.
Lime: Ryan and his people are extremely intelligent people working on complex tasks. They are decisive, intellectually humble, committed, responsible, sales-focused, open to new ideas, and willing to work to achieve their goals. During our initial conversation, I could tell Solution Source was going to be an ideal client.
Britsch: Talking to Rob that first time, it was evident how tactical and practical Lushin’s approach was. The Sandler methodology resonated with us. We needed to learn how to talk to people about how to buy from us and why to use us. When it comes time to meet, how do you leave that meeting knowing there are problems worth solving? We could have done better at it. It became apparent quickly that it was time to put on our big-boy pants. We had gotten into the RV market and were doing some advertising, but beyond that, we weren't prospecting—if at all—and that was holding us back.
Problem
What specific sales challenges were you facing before working with Lushin?
Britsch: We needed to prospect more effectively and have a consistent sales process. Our team hesitated to engage in challenging conversations about budgets, timelines, and scope. As we grew, we wondered how to talk to all these clients. We realized that the techniques we needed for new sales also applied to our existing client base. In the last year or two, we've involved more people in Lushin's training to address these challenges.
Horner: When we started, everyone was afraid to have money conversations or any kind of scoping or timeline discussions that were difficult. They were challenging even for me back then, and I had been here forever. I didn't want to have those conversations. It stressed us all out. At that time, Britsch usually handled all of those conversations.
How was this impacting your growth and ability to overcome sales obstacles?
Britsch: Spending all our days putting out fires meant there was no chance we could have grown. Going from a 12-person company to a 40-person company—doubling in size twice—can't happen unless people have the time to work on the business. We were losing projects to competitors because we weren't effectively communicating our value or addressing our clients' pain points.
How Lushin Helped
What did Lushin do to help Solution Source overcome its biggest sales challenges?
Lime: We started by focusing on practical, tactical sales training that could be immediately applied. We didn't want to just talk about sales in theory; we wanted to show them how to do it. We helped them develop a consistent sales process, taught them how to have those difficult conversations, and helped them uncover the real pain points with their clients.
Britsch: The change has been remarkable. With Lushin's customized sales training, no one on my team is afraid to have a difficult conversation anymore. Now, I have almost none of those conversations. We've given people practical skills on how to do this, and it's made our account management better. Our delivery team is better at presenting big change-order projects. Even our support team has some level of this training. On any given support case, they know how to talk about pain to figure out if it's a big deal, why it's a big deal, and make sure we solve the right thing.
Horner: There's really no one on my team who is afraid of having a difficult conversation. With the Sandler and Lushin training, we've been able to coach them through, and they can handle it. The things that were such a big deal before are just not a big deal a year and a half later."
How did Solution Source's commitment to training impact their results?
Lime: Ryan and his team believed in training and development so much. It made a difference that they made it a core value for the company. They fully embraced the process. They didn't try to outsource their problems to us; they took ownership. They practiced, implemented, and made it part of their culture. That's why they saw such significant growth.
What was the most impactful lesson you've learned from working with Lushin?
Britsch: It's really has become a cultural cornerstone here. We use those techniques literally every day—hundreds of times—across all our people. It's now baked into the culture. That's how we do things here. We've developed a consistent sales process that everyone follows, which has led to more accurate forecasting and shorter sales cycles.
Horner: We never did role-playing before Lushin, and now there isn't a person here who hasn't been in multiple sessions. That's been a big thing from Lushin, especially with Lime leading that. It’s helped us overcome obstacles we didn't even realize were holding us back.
What makes Lime a great coach?
Britsch: Lime has been great for us because he's a straight shooter, wants to do the right thing, and he'll call us on it. When we run into something with a strategy, it's not uncommon for me to ask Lime for a call to bounce ideas off him. We leverage his expertise as much as we can. He's helped us transform our sales team and develop leadership skills across the company.
Horner: Our sales guys have been working with Lime longer than our service delivery people, and they always respect him. They love all of the Lushin monthly trainings. We have a regular rhythm where those guys attend two or three training sessions on our sales staff's side, and they love the ongoing development.
Britsch: These are skills worth investing in professionally. I look at our team and see how much Rob is helping them in their jobs. When you talk about interpersonal communication, these skills apply to all interactions. Many of our people have even used these techniques in their personal lives to have more effective conversations with friends and family.
The Results
What measurable results have you seen since working with Lushin?
Britsch: Before Lushin, we were happy if we found one or two new clients a year. Now, we're bringing in eight new clients a year. Revenue has grown in line with our headcount; it's proportional to the number of employees. We've overcome the obstacles that were limiting our growth.
Horner: Our net promoter score (NPS), which is feedback from our clients, has increased significantly. Last year, we were at 64%, and now we're at 75%. This quarter, we're at 80%. When people fill these out, it's “How likely are you to recommend us?” To be at 80% means 80% of respondents are giving us a ten out of ten. We've significantly improved client satisfaction by effectively addressing their pain points.
Britsch: We have open-book management. Everyone knows precisely how we're doing. We've had bonuses as high as 33% on top of base salaries. For years, it was 20-25% bonuses as we grew. I'm thrilled to be able to do that because the team is performing exceptionally well.
How did Lushin help during challenging times like COVID-19?
Britsch: We were highly effective during COVID-19 and continued to grow. We navigated it pretty well. Operating remotely over video, all our prospecting and sales processes are easy to uphold, even over video. Lushin's training helped us adapt and overcome sales challenges despite the changing environment.
What advice would you give others considering working with Lushin’s coaches?
Lime: Sometimes people try to outsource their problems to us. We can help, but only if you put in the work. I always encourage people to ask, “Am I going to do what it takes? Do I have what it takes?” It's about embracing the process and making it part of your culture, just like Solution Source did.
Britsch: Lushin excels at helping companies develop customized sales training programs that fit their needs. They are a great partner if you put in the work. With Lushin’s coaching, doing hard things—like holding people accountable, having tough conversations, and creating clarity while respecting and treating them right—is possible.
Horner: We constantly engage in ongoing training to keep our skills sharp. It's something we invest in, and it pays off. Role-playing is unique—many places wouldn't invest the time in training and role-playing. That's been a big thing from Lushin. They've helped us solve our toughest sales challenges.
Transform Your Business with Lushin
Don't let ineffective prospecting, inconsistent sales processes, or fear of difficult conversations hold your business back. Follow Solution Source's lead and partner with an expert to transform your sales team and overcome your toughest sales challenges.
At Lushin, we understand that every business is unique. We offer customized and flexible sales training programs and coaching to help you accelerate your success. Whether you're frustrated with long sales cycles, ineffective prospecting, or unqualified pipelines, our experienced consultants can help you address these pain points.
For over 25 years, we've guided business owners toward intentional, predictable growth. Our approach helps companies like yours develop consistent sales processes, improve communication, and foster a culture of continuous improvement.
Schedule a 30-minute call with one of our experienced sales and management consultants to see how a Lushin coach can help your business transform and achieve sales success.
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