By Kristen Hayer
Normally this is strictly a customer success blog, but given everything going on in our world right now I thought it was important to branch out beyond our area of expertise this week. I hope that you can apply all of these tips to customer success situations, but they are much broader than that.
Right now, many of us are feeling helpless, anxious and unsure. How do we best support the black community in our region, state or nation? How do we help our neighbors through a global pandemic? How do we address the hunger and homelessness that have been created by the current economic crisis? How should we talk about the issues our world is facing? When the phrase “thoughts and prayers” has lost all meaning, what can we say and do that will make a difference?
Do Your Homework
Be sure you know what is going on, and have taken some time to educate yourself on issues. Look for resources that are as neutral as possible. A lot of news in the US is being politicized as we approach the 2020 elections. Often the international media has a less biased take on issues impacting the US since they don’t have as much at stake. Also, look for information from those who are closest to a given situation – people working directly on the issue (like scientists or social workers) or front-line workers (like healthcare professionals).
Ask Questions
Don’t start a conversation by feeling like you have to talk. Asking questions is a good way to make sure you understand the other person’s perspective. Some suggestions:
What actions can I take that would be most helpful to the community right now?
How can I help you, personally?
Would (an idea you have) be useful, or would something else help you more?
How are you doing right now?
What are you most concerned about at the moment?
Sometimes we don’t ask questions because we feel like they might make us seem dumb, but right now it is important to set aside discomfort so that we can learn what we should say and do.
Listen
Many of the issues we’re facing are so painful, it might take time for the other person to respond. Be quiet after you ask a question and give the other person an opportunity to answer. If you have a hard time with silence, try counting to 10 in your head while you’re waiting. Repeat back what you think you heard, to make sure you understood, but also to confirm that you are listening. Ask follow-up questions to learn more.
Take Action
Once you know what to say and how you can help, it is important to take the next step and take action. There are things we can all do to improve the lives of those around us.
Donate – give your time, money or both
Advocate – join an organization that assists a community you want to serve
Support Businesses – minority-owned and local businesses need us to buy from them
Sign a Petition – put your signature (and your vote) where your mouth is
Understanding the perspectives and needs of others allows you to look for opportunities in your daily life to stand up for those who need support.
As customer advocates, CS professionals already have the mindset to become great advocates in our communities as well. Don’t allow insecurity and anxiety to hold you back from engaging in the issues that are impacting our world. Make the time to do your homework, ask questions, listen and take action. Please be safe out there!
Kristen Hayer -Kristen believes that customer success is the key to driving revenue, client retention and exceptional customer experiences. Her areas of expertise include developing success goals and metrics, designing the optimal customer journey, selecting technology, training teams, and building playbooks. Prior to founding The Success League, Kristen built and led several award-winning customer success teams. Over the past 20 years, she has been a success, sales, and marketing executive, primarily working with growth-stage tech companies. Kristen has her BA from Seattle Pacific University and her MBA from the University of Washington.