The "VIP Guardian Program" is a series of interview columns launched by Huobi HTX, focusing on the practice of serving major clients. Every Tuesday, frontline major account managers from the platform are invited to share real service experiences, market observations, and insights into customer needs, conveying the service philosophy of long-termism and showcasing Huobi HTX's professional and stable customer service capabilities.
This episode of the "VIP Guardian Program" features Huobi HTX's major account manager Michael, who shares insights and experiences in customer service and sales practices in the cryptocurrency industry.
In traditional sales contexts, "how to close deals quickly" is almost a universal topic in all sales training. However, as the cryptocurrency industry evolves toward specialization and institutionalization, traditional hunting-style sales tactics have become ineffective.
In the face of 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 multiple companies, including issuance, marketing, and investment and financing, conducting roadshows in several countries. Currently, he serves multiple top-tier institutional clients at Huobi HTX, leading his team to achieve annual profits exceeding 20 million USDT and driving trading volumes to reach hundreds of billions of USDT.
Combining ten years of industry experience across different functions and cycles, Michael discussed building long-term partnerships by solving client problems and illustrated how an excellent major account manager creates long-term value while demonstrating Huobi HTX's consistent customer service philosophy.
The "Anti-Instrumental Sales" Philosophy That Does Not Aim for Transactions
During the live broadcast, Michael candidly pointed out that many sales failures stem from "being too eager to close deals."
With a marketing background, Michael possesses a more macro perspective as a major account manager compared to typical sales. He understands that, when dealing with high-net-worth and institutional clients, any manipulative tactics with strong ulterior motives will be instantly recognized. The extreme desire to close deals creates "instrumentalism," which not only distorts a sales approach but also triggers the client's innate defense mechanisms.
Michael once encountered a top client who openly admitted during their first meeting, "I receive invitations from various trading platforms almost every day, and I know why you want to meet with me." Faced with such a client, Michael did not rush to sell products but maintained moderate communication. Knowing the client was on a business trip, he arranged a hometown-flavored dinner according to the client's preferences. There were few business topics at the dinner, only pleasant exchanges. This "aimless" sincerity won the greatest trust, and the client proactively promised, "When I resume trading, I will definitely reach out to you."
In Michael's view, the essence of sales is not to facilitate transactions but to establish a long-term trust relationship, so understanding the user always comes before conversion. This non-instrumental mindset, in turn, makes closing deals a natural result.
According to Michael's experience, there was an overseas client who had slight criticisms of Huobi HTX and the global advisor Sun Yucheng due to market rumors. In response to the client's concerns, Michael patiently narrated the development journey of Huobi HTX in recent years and Sun Yucheng's support for the platform's long-term development, addressing the client's concerns with facts.
Michael believes that there is no fixed template for major client service. Whether it is Eastern clients who prefer gentle relationship building or Western clients who pursue logically rigorous professional output, one must always think from the client's perspective and respond to different needs with customized solutions, making every communication an opportunity to build trust.
True Client Relationships Are a Continuously Growing Resource Pool
If transaction completion is not the core driving force, then what is the ultimate asset of a major account manager?
Based on nearly a decade of industry observation, Michael proposed the "Client Management Compound Interest Model": clients are no longer viewed as one-time transaction objects but as long-term asset pools that can continue to settle and continuously expand.
Michael believes there is a natural transmission of trust between clients. Once a client recognizes a person's professional ability and service attitude, they will not only continue to cooperate but also actively introduce partners of equal or even higher caliber. Over time, this trust network will bring a continuous flow of resources as compound interest.
Under this compound interest effect, continuous quantitative changes can trigger qualitative changes, bringing not only an elevation in the circles and levels one can access but also a significant difference in the volume and overall capacity of affairs 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 heartfelt advice to all young professionals feeling confused in this complex cycle: do not frequently switch tracks, nor pursue results prematurely.
Michael candidly stated: "What truly determines a person's growth speed is the determination to continue digging deep in a single field. When you have settled long enough in an industry, clients, resources, and opportunities will naturally gather around you. Persistence itself is the most scarce capability."
Reflecting on the industry's development history, Michael expressed his deep thoughts: "The cryptocurrency industry has only developed over the past ten to fifteen years. Many of the top institutions we see today started out from individuals step by step. The industry has provided many opportunities. Therefore, in this era full of variables, long-termism has never been an empty talk, but a compound interest realized through time, sincerity, and professionalism."
Full live broadcast replay: "VIP Guardian Program---Michael"
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