Tell me about a time when you made a mistake that cost an account.
Everyone makes mistakes. The interviewer knows this and wants you to describe a time when you made an error at work. Clearly explain what happened, what your role was, what you did to fix the mistake, and what lessons you learned. Be honest and take responsibility but emphasize how this taught you to do things differently in the future.
"A couple of years into my first account management job, I learned a valuable lesson about making sure to keep tabs on and be communicative with all clients, no matter their account size. I had inherited over 60 accounts and had prioritized them by size and opportunity potential. Some of the company's clients had been with us for years but were small accounts. Things got busy, and I overlooked following up with one of those accounts. Out of the blue, they contacted us to cancel their service with us. Fortunately, I quickly realized the error of my ways and was able to re-open the lines of communication with them. I was able to win them back, albeit at a discounted rate for the next quarter. Going forward, I changed how I tracked clients and my communication with them to ensure that no client ever fell through the cracks again."