Building Connections in Business Sales, One Conversation at a Time
Many prospective small business owners might expect routine transactional questions when they call Spectrum about our connectivity services. But when they connect with K Todd, it’s a whole different experience. For Kenneth Merrick, a Spectrum Business Inbound Telesales Representative in Syracuse, NY, success starts not with a sales pitch, but with listening.
Kenneth – known as K Todd – has become known among customers and colleagues for his warm personality, positive attitude and his genuine desire to help. His personal motto has become so well-known that coworkers have put it on t-shirts and even birthday cakes: You’ve got a friend in the business. “I’m not a salesperson,” he says. “I build a relationship with the customer from the first call.”
That mindset has helped K Todd build a reputation as a customer favorite and trusted mentor for new members of our team. It’s also a big reason he’s spent nearly a decade helping small business owners across the country find connectivity solutions that support their success.
Going Beyond the Transaction
K Todd’s experience in telecom dates back to his tenure with Bright House Networks in the early 2000s, after which he worked in banking, healthcare collections and even owned his own merchant services business. In every role, one thing remained constant: his commitment to helping people. When his family relocated to Syracuse for his wife’s job in 2017, she encouraged him to apply for an inbound sales role at Spectrum because of his natural talent for building connections.
Today, when a small business owner calls for service, K Todd starts by asking discovery questions. Then he listens to build his understanding and the relationship with the customer. “You’ve got to listen to come up with a solution that’s going to help them,” he shares. “That’s what leads to a sales opportunity.”
By understanding where a business is located, how a business operates, how many employees it has and what challenges it faces, he can recommend products and services that create real value.
The Power of a Positive Attitude
Working in an inbound sales environment means every call is different. Some customers are excited to open a new business. Others might call upset about a service disruption or after a frustrating experience.
K Todd approaches every conversation with what he calls a “positive mental attitude.” “Every call you have to refocus because you don’t know what that call is bringing,” he says. “All you have on the phone is your voice. If you’re not answering the phone with energy and positivity, a customer won’t be as inclined to purchase from you.”
That positivity helps customers feel heard, even when they’re frustrated. Instead of rushing to solve a problem or pitch a product, Kenneth allows customers to explain their situation and works to understand what matters most to them. “I put myself in the customers’ shoes,” he says. The result is often better customer experiences, a stronger relationship and better business outcomes for everyone involved.
Helping Others Succeed
Kenneth’s impact extends beyond supporting our customers. As one of his team’s top performers, he frequently mentors new team members who are learning how to navigate inbound sales. His advice is straightforward: focus on the customer. “If you care about the customer, and you listen to them, then you can offer solutions that bring value,” he tells new hires.
It’s an approach that reflects Spectrum’s commitment to support and developing members of our team. New employees benefit from training, coaching and experienced teammates who are invested in helping them succeed.
For candidates considering a career in sales, Kenneth’s story offers an important reminder: the most successful salespeople aren’t always the best talkers. Sometimes, they’re the best listeners.
If you’re interested in building a long and successful career in sales with America’s Connectivity Company® like K Todd, explore open roles on our team: Sales Careers at Spectrum | Unlock Your Potential
Stay connected
Get the latest news delivered to your inbox by subscribing to our newsletter.
