How to Handle:
“We're happy with our current solution”
This objection signals contentment with the status quo. It's particularly challenging because you're not just competing against another vendor - you're competing against inertia and the comfort of an existing relationship.
Why Prospects Say This
The prospect may genuinely be satisfied, or they may not have visibility into what they're missing. Often, teams adapt their processes to work around limitations rather than acknowledging them. 'Happy' sometimes means 'not frustrated enough to change' rather than 'optimally served.'
Best Responses
The Satisfaction Spectrum
“Happy is great - I'd never want to change that. But let me ask: on a scale of 1-10, where would you rate your current experience? Most people say 7 or 8. What would a 10 look like for you?”
Why It Works
Even happy customers rarely rate themselves a 10. This question reveals the gap between 'good enough' and 'optimal' without challenging their positive feelings.
Best For
When you need to uncover latent dissatisfaction
The Blind Spot Discovery
“That's great to hear. I'm curious - when's the last time you benchmarked your results against industry standards? We're seeing top performers in your space achieve [specific metric]. Would it be valuable to see where you stack up?”
Why It Works
People can be happy without knowing what they're missing. This introduces external benchmarks that might reveal improvement opportunities.
Best For
Data-driven prospects who respond to metrics and benchmarks
The Evolution Angle
“I love that you've found something that works. My question is: is it keeping pace with how your business is evolving? What works today doesn't always scale with where you're headed.”
Why It Works
Shifts focus from current satisfaction to future needs. Companies grow and change faster than their tools evolve.
Best For
Growing companies or those undergoing strategic shifts
The Backup Plan
“That's exactly what I'd want to hear. Since things are going well, you're in a great position to evaluate options without pressure. Would it make sense to understand what else is out there, even as a backup plan?”
Why It Works
Removes urgency and pressure while positioning evaluation as a smart business practice.
Best For
Risk-averse prospects who value having contingency plans
Do's and Don'ts
Do This
- Validate their satisfaction rather than challenging it
- Use benchmarking and data to reveal improvement opportunities
- Focus on future needs rather than current problems
- Position evaluation as low-risk due diligence
- Ask about specific use cases or metrics rather than general satisfaction
Don't Do This
- Tell them they shouldn't be happy with their current solution
- Dismiss their positive experience as uninformed
- Push too hard when they've clearly stated satisfaction
- Ignore the relationship equity they've built with their current vendor
- Assume they're lying about being happy to get rid of you
Follow-up Questions to Ask
“What specifically do you like most about your current solution?”
“Has your team ever mentioned anything they wish worked differently?”
“How does your current tool handle [known limitation area]?”
“When you first implemented it, what were you hoping to achieve, and how close are you to that vision?”
“If you could wave a magic wand and add one capability, what would it be?”
“How does your solution compare to what your competitors are using?”
Industry-Specific Variations
“HubSpot has been perfect for us since we started”
“HubSpot is excellent for getting started. As you've scaled, have you noticed any limitations in [reporting/automation/enterprise features]? We work with companies that outgrew their starter tools and needed something more sophisticated.”
“Our current EHR vendor has great support and we're comfortable with them”
“Support and comfort are critical in healthcare. I'm curious - how are they handling the new interoperability requirements? We've helped health systems achieve compliance while actually reducing IT burden.”
“Shopify has been great for our business”
“Shopify is fantastic for many businesses. As you've grown, how is it handling your [multi-channel needs/B2B customers/international expansion]? We've helped brands at your stage unlock their next level of growth.”
Pro Tips
- The word 'happy' often masks 'we've adapted to the limitations' - dig deeper with specific questions
- Ask about specific workflows or use cases rather than general satisfaction
- Introduce industry benchmarks to create awareness of what 'great' could look like
- Happy customers make the best references when they eventually switch - play the long game
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