By Rafael Martin, Senior Customer Success Manager
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.
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.
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:
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.