3 Tips for Engaging During the Holidays
By Kristen Hayer
Pumpkin Spice. Cranberry. Cocoa with Marshmallows. I’ve seen all these scents and flavors as coffee, candles, pancakes, and just about any other product you can think of in every store I’ve set foot in this week. And that means it is holiday season.
For our family, holiday season starts in September with our kid going back to school and continues into October with her birthday and Halloween, a major holiday in our town. From there is Thanksgiving in November and Christmas and New Year’s Eve in December. It is a busy time of year between seeing friends and family, gathering supplies for major meals, buying gifts, and trying to find some downtime to relax.
Regardless of the holidays you and your customers celebrate, we’re heading into that time of year where there seem to be a lot of them. It can be tough to focus on business, and it can be even tougher as a Customer Success professional to get the attention of customers. Layer on top of that the fact that most leaders are in the middle of planning for 2025 right now. How do you make sure your communication stands out this time of year? Here are 3 tips:
1. Don’t give up. Remember, you aren’t being ghosted. It isn’t about you. Acknowledge that your customers are probably busy and don’t assume they are ignoring you. They are either busy with planning or busy with their personal lives. It is OK to start a communication by acknowledging that this is a busy time of year, especially if it is the 2nd or 3rd in a series of attempts. People appreciate it when you acknowledge their situation, and it does help them decide to reach out.
2. Get creative. One of my favorite corporate holiday gifts was a salt and pepper shaker that came with a card that said, “Seasonings Greetings”. Cheesy? Yes. Useful and creative? Also, yes. It wasn’t expensive – it was creative. You can send articles your customer might find value in, small gifts, or even eCards. Providing something that makes a customer laugh a little or appreciate your creativity will be memorable during a busy time of year and get them to reach out.
3. Focus on minor holidays. Fall or Winter, Halloween and New Year get less attention than the major holidays. At The Success League, we have a tradition of sending out New Year gifts. This buys us a little time and helps our gifts stand out from the baskets and candy boxes of December. If you send out customer gifts or greetings, consider a Fall, Winter, or New Year theme. If you’re just looking to communicate more effectively, don’t send things out within a few days of major holidays.
Even though contact can be hit and miss this time of year, it doesn’t mean that customers aren’t doing business. Don’t give up, be creative, provide value and you’ll stand out and make connections during the hustle of the holidays. And enjoy a pumpkin spice latte while you’re at it – you deserve a treat for all your hard work!
The Success League is a customer success consulting firm that offers live, online, certification training for both CSMs and CS Leaders. Check out our full training, coaching, and consulting offerings at TheSuccessLeague.io
Kristen Hayer - Kristen founded The Success League in 2015 and currently serves as the company's CEO. Over the past 25 years Kristen has been a success, sales, and marketing executive, primarily working with scaling tech companies, and leading several award-winning customer success teams. She has written over 100 articles on customer success, and is the host of 3 podcasts about the field. Kristen has served as a judge for the Customer Success Excellence awards, and is on the board of several early-stage tech companies. She received her MBA from the University of Washington in Seattle, and now lives in San Francisco.
