Our top customer accounts for twenty-eight percent of our business, and we cannot hide it. Instead of accepting a massive discount or an aggressive earnout, how do we use our EOS Accountability Chart to prove that the account relationship resides with our leadership team and not the departing owner?

Question

Tyler Smith · Accepted Answer

To neutralize the customer concentration discount, you must show the buyer that the customer is loyal to your operational system and your team, not to you personally. Buyers fear that once the founder exits, the primary customer exits too. You need to use your Accountability Chart to visually and operationally isolate yourself from this account. Ensure that your Account Management or Client Success seats are fully populated by capable leaders who possess the GWC (Get It, Want It, Capacity to Do It) to manage this client. In your exit preparation, systematically transition all primary communication, quarterly business reviews, and day-to-day decision-making to these team members. Document this transition in your weekly Level 10 Meeting notes and your Scorecard. You should be able to show the buyer twelve months of data demonstrating that you have had zero operational touchpoints with the major client. By proving that your team and your documented processes run the relationship, you take the target off your back. The buyer gets the stability they require, and you protect your multiple without being forced into a punitive earnout structure that ties your payout to the client remaining post-sale.