Sales not aimed at transactions: A long-term methodology from a senior account manager at Huobi HTX

The "VIP Guardian Program" is a series of interview columns launched by Huobi HTX, focusing on the service practices for major clients. Every Tuesday, it invites frontline account managers from the platform to share real service experiences, market observations, and insights into client needs, conveying a long-term service philosophy and showcasing Huobi HTX's professional and stable customer service capabilities.

In this episode of the "VIP Guardian Program," Huobi HTX account manager Michael is invited to share his insights, focusing on the service and sales practices for major clients in the cryptocurrency industry, and engaging in an in-depth discussion of his frontline experiences and insights.

In traditional sales contexts, "how to close deals quickly" is almost a universal theme in all sales training. However, as the cryptocurrency industry moves towards professionalization and institutionalization, traditional hunting-style sales tactics have become ineffective.

Faced with increasingly rational and professional high-net-worth individuals and institutional clients, how to provide long-term companionship, professional support, and resource collaboration is becoming a new dimension of competition among platforms.

Michael entered the cryptocurrency industry in 2016 and has held key positions in issuance, marketing, and investment and financing at several companies, conducting roadshows in multiple countries. Currently, he serves several top-tier institutional clients at Huobi HTX, leading his team to achieve annual profits exceeding 20 million USDT and driving trading volumes to several hundred billion USDT.

Drawing on ten years of experience across different functions and cycles in the industry, Michael discussed building long-term partnerships by addressing client challenges, illustrating how an excellent account manager creates long-term value, and highlighting Huobi HTX's consistent user service philosophy.

The "Anti-Utilitarian Sales" Philosophy Not Aimed at Closing Deals

During the live broadcast, Michael candidly stated that many sales failures stem from "trying too hard to close deals."

With a background in marketing, Michael, after transitioning to become an account manager, has a more macro perspective than ordinary salespeople. He understands that when dealing with high-net-worth and institutional clients, any overly purposeful tactics will be instantly recognized. An extreme desire to close deals, or "utilitarianism," not only distorts sales actions but also triggers clients' instinctive defense mechanisms.

Michael once encountered a top client who, during their first interaction, candidly admitted, "I receive invitations from various trading platforms almost every day, and I know why you want to meet me." Faced with such a client, Michael did not rush to sell products but maintained moderate communication. Upon learning that the client was on a business trip, he specially arranged a dinner featuring hometown cuisine based on the client's preferences. There were not many business topics discussed during the meal, only pleasant interactions. This "aimless" sincerity instead won the greatest trust, leading the client to proactively promise, "When I start trading again, I will definitely contact you."

In Michael's view, the essence of sales is not to facilitate transactions but to establish long-term trust relationships, so understanding users is always prior to conversion. This non-utilitarian mindset makes closing deals a natural outcome.

"The client's problem is my problem to solve." This is another workplace principle for Michael as a salesperson.

According to Michael, there was an overseas client who had some reservations about Huobi HTX and global advisor Sun Yuchen due to market rumors. In response to the client's concerns, Michael patiently explained Huobi HTX's development over the years and Sun Yuchen's support for the platform's long-term growth, addressing the client's concerns with facts.

Michael believes that there is no fixed template for serving major clients. Whether Eastern clients prefer gentle relationship building or Western clients pursue logically rigorous professional output, one must always think from the client's perspective, responding to different needs with customized solutions, making every communication an opportunity to build trust.

True Client Relationships Are a Continuously Growing Resource Pool

If closing deals is not the core driving force, then what is the ultimate asset of an account manager?

Based on nearly ten years of industry observation, Michael proposed the "Client Management Compound Interest Model": clients are no longer seen as one-time transaction objects but as long-term asset pools that can continuously accumulate and expand.

Michael believes that there is a natural transmission of trust among clients. When clients recognize a person's professional ability and service attitude, they will not only continue to cooperate but also proactively introduce peers of the same or even higher caliber. Over time, this trust network will bring a continuous stream of resource compounding.

Under this compounding effect, continuous quantitative changes can trigger qualitative changes, leading not only to an elevation in the circles and levels one can access but also to a fundamentally different scale and scope of matters one can handle.

A Piece of Advice for Young People: Persistence is More Important than Choice

At the end of the live broadcast, Michael offered sincere advice to all young professionals feeling lost in complex cycles: do not frequently switch tracks, and do not pursue results too early.

Michael candidly stated, "What truly determines a person's growth rate is the determination to continuously delve into one field. When you have been immersed in an industry long enough, clients, resources, and opportunities will naturally gravitate towards you. Persistence itself is the rarest ability."

Reflecting on the industry's development history, Michael expressed his feelings: "The cryptocurrency industry has only developed in the past decade or so. Many leading institutions we see today have gradually grown from 'individuals.' The industry has provided many opportunities for everyone. Therefore, in this era full of uncertainties, long-termism is never empty talk but a compounding achieved through time, sincerity, and professionalism."

Complete live broadcast replay: "VIP Guardian Program - Michael"