When I was working at McKeown Software, we’d fought hard to become the number one ERP and accounting system in the NHS (UK Healthcare market)

It wasn’t down to luck, just solid teamwork and the kind of sales slog anyone who’s carried a quota will recognise

At Chelsea and Westminster Hospital (yes, the one featured in the 1998 film Sliding Doors), we ran into a new competitor entering the market with a product called Tapestry

The deal came down to a shortlist of two

We were invited in by the head of procurement to discuss pricing and contract terms

Back then, my manager handled the negotiations

That was probably a good thing, he was far more level-headed than the younger version of me who just wanted to close the deal

The meeting started with a line I’ll never forget:

“This meeting may be very short. We’ve got your competitors in the room next door. We’re happy with your pricing and your contract.”

At this point, I’m holding my breath.

Then came the twist.

“The competitor has already agreed to a clause guaranteeing that if we use their product, there will be no degradation of our network. We want you to guarantee the performance of our network as well.”

Without hesitation, Simon—my sales manager—replied:

“I’m really sorry, but the network is out of our control. We can’t agree to that.”

And that was it

We packed up, walked out, and I lost the deal… along with the commission

Not long after, Tapestry went bust

Chelsea and Westminster Hospital was left part-way through implementing an ERP system that no longer had a future

Two years later, it was satisfying to sell them Oracle Financials instead

Different deal

Sensible contract terms

And interestingly, I never saw that procurement manager in the room when the agreement was signed

Conclusion

Early in your sales career, it feels painful to walk away from a deal, especially when commission is on the line

But some contracts aren’t worth winning

Saying “no” to unreasonable terms isn’t losing; it’s protecting your customer, your company, and your reputation

Sometimes the best sales decision you make today is the one that pays off years later