Customer Success: The Art of Herding Wet Cats (and Loving It)

By Virginia Bloom

Customer Success is full of well-known challenges. As CS professionals we strive to guide our customers toward value and realization of their goals. But some days it feels like trying to get wet cats to march in a parade. Let's dive into some of the common customer-related hurdles CS professionals face and how to overcome them while maintaining our sanity and positive attitude. 

The Vanishing Act: When Customers Ghost Your Meetings 

You've blocked time on the calendars, sent out invites, and even prepared a stellar agenda. But then, the moment arrives - knock, knock, calendar is blocked, and no one is home - leaving you staring at an empty Zoom room. 

Fear not, there are ways to combat this elusive behavior: 

• Consistency is Key: Schedule meetings at the same time and on a regular cadence, so your customers can build it into their routine. 

• Reminders Galore: Set automated reminders a day or two before the meeting, just in case it slipped their mind. 

• Agenda Power: Include a clear agenda in the invite or preparatory materials beforehand. This helps set expectations and reduces any anxiety your customer might have about the meeting. 

The Wayward Wonderer: Agenda? What Agenda? 

Okay, so now you've crafted a beautiful agenda, carefully outlining the key points that need to be covered. But as soon as the meeting starts, your customer takes a detour, and suddenly you're discussing pineapple on pizza or their Netflix guilty pleasure. 

While flexibility is important, it's important to keep the conversation on track: 

• Define the Purpose: They can’t follow a map they don’t have. Make sure your customer is aware of the agenda and understands the purpose of the meeting. 

• Focus on Their Needs: While you're driving the conversation, ensure it revolves around the customer's goals and objectives. 

• Embrace the Detours: Sometimes, it's okay to let the agenda breathe… brisket, Taylor Swift, your love-hate relationship with Crocs. CS is about building relationships, so let the agenda breathe and make time for the merits of container gardening. 

Detractors Unleashed: The New Stakeholder Who's Not So Thrilled 

You thought you had a champion in your corner, but a new stakeholder enters the scene, and they are less than enthusiastic about your product. It's like a dark cloud has descended upon your once-sunny relationship. 

Don't despair, there are ways to win over skeptical stakeholders:

• Understand Their Priorities: New stakeholders bring new perspectives. Take the time to understand their concerns and priorities and how they may change your success trajectory. 

• Educate and Inform: Sometimes, negativity stems from a lack of understanding. Provide training and resources to help the new stakeholder to see the value of your product and gain confidence in it. 

• Leverage Your Champion: Don't forget about your original advocates. They can help you bridge the gap and influence the new stakeholder, even in the form of a past case study or quote. 

The "I Don't Know What I Want" Conundrum 

Is your customer like a teenager standing in front of a fully stocked fridge, overwhelmed by the choices and unable to decide what they want? This is where your expertise as a CSM shines! 

• Guide Them: You know your product inside and out. Help your customer navigate the options and find the solutions that best fit their needs. 

• Focus on the End Goal: Don’t let customers get in the weeds. Ask them to pinpoint the destination but allow you to find the route to get there. 

• Be Their Partner: Assure them that you're on their team and ready to adapt as their priorities evolve. 

Pushback of Pen-and-Paper Purists 

We often encounter those who approach technology with a hint of trepidation. These individuals may prefer the rustle of paper and have a favorite pen (but don’t we all). Maybe they are embracing a technological solution for the first time, but their caution can be a unique opportunity to build a strong relationship. 

• Build Trust: Your patience and willingness to meet them at their comfort level can turn apprehension into confidence in your guidance. Foster partnership through trust. 

• Reveal Hidden Gems: Diversity of thought is a gift, and non-technical users often uncover potential pain points and new uses for your product! They challenge us and make our products better. 

• Adapt Communication: Small adjustments in your communication strategy, understanding your customer’s learning style, and generous celebration of their progress can drive adoption and mutual success. 

As a CS professional, your ability to adapt, build relationships, and solve problems is vital to your company's growth. By understanding your diverse customer base, you can tailor your communication and engagement strategies, ensuring each customer feels valued and supported as you shape their journey to success. So, the next time you encounter a challenge, remember to stay nimble, keep customers empowered, and always be ready to share your brisket recipe. 

The Success League is a customer service consulting firm that also offers coaching for CS Leaders well as comprehensive certification training classes for both CSMs and CS Leaders. Please visit TheSuccessLeague.io or contact us for more information.

Virginia Bloom - As the Manager of Customer Experience at Aclaimant, Virginia is a customer-focused equity enthusiast with a passion for making a positive impact in her community. Her personal code is rooted in continuous learning and embracing diverse perspectives. Virginia leads a team dedicated to empowering clients across various industries. She firmly believes that compassion and innovation are the cornerstones of success for any business or CX team.