By Rafael Martin, Senior Customer Success Manager
Remember when you actually had to pick up the phone to get in touch with someone? When was the last time you remembered a phone number? Emailing has become the go-to method of communication and simply picking up the phone to call a customer or partner seems to have gone extinct practically overnight (at the least the dinosaurs had millions of years before saying their good-byes!). Sometimes little things make a huge impact on our customers’ experience. And in the case of the channel, your customers are your partners. Taking simple and consistent steps to establish and maintain a good relationship can make all the difference to customer/partner success.
Build, build, build.
Start off by taking the time to talk with and get to know your customers (again, these are your partners) it makes a world of difference. Remember the important moments in their lives. I remember one customer who was getting married in a few months and, being newly married myself, I could relate to all the planning involved. I started off each conversation asking how the preparations were going and was sure to wish him luck the week of the wedding. Creating that closeness builds relationships that last both in business and in life (that’s how you got to know people who eventually became your closest friends, right?). Make note of key moments and keep building that relationship with your partners, this seemingly little thing will pay off.
Your phone won’t bite, I promise.
At a previous job surrounded by my fellow CSMs, I noticed it was quiet, a little too quiet. Well, not their fingers, type, type, typing away, sending email after email. Here’s a typical scenario: an email comes in from a customer who has an issue. You email them back to get more details because you need clarification. The client emails you back. You email them back. And the seesaw of emails continues. Email can be a wonderful thing, but sometimes it’s better to pick up the phone (or plug in a headset and use your favorite app) and give the partner a call. I’m a huge advocate of calling. I prefer a call to get clarification on an issue or to take the time to explain something that may not make sense. Nine out of ten times they are extremely grateful (I have ‘thank you’ emails as proof) and it saves a lot of time in resolving what the customer/partner needs. Picking up the phone really isn’t that hard and this little thing too, will pay off.
Do unto others.
You call customer service and say: “I would like to return this item.”
The service rep on the other end replies: “Nope. That’s not our policy” [Click]
Ahh! That’s horrible.I know we have all experienced terrible customer service. Now remember times you had outstanding customer service. Channel how that felt, and apply those good experiences to your clients. Here’s how:
- Smile – It may sound weird since you’re on the phone, but smiling while you talk helps keep a positive attitude and tone. Partners can hear you smile.
- Listen – Acknowledge their concerns and repeat back the issues to make sure they know you’ve heard them correctly.
- Be sincere – Also, be honest and upfront. Don’t give them the old run-around.
- Help – After all, that is what you’re there to do. Be their advocate and help resolve their issues.
- Positive comments – Give partners a sense of security. Make them happy they chose your program and always end on a positive note, “have a great day!”
- Bottom line: Do unto others (you know the rest). This little thing will pay off.
Happy wife, happy life (great motto) can be applied to customer/partner success: Happy client, happy life. It doesn’t rhyme, I know, but hey – it was typed with a smile.
Rafael Martin is Senior Customer Success Manager at PartnerPath with 12 years of helping customers with a phone call and a smile. He helps customers successfully implement our PRM and create happy partners.
