Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.
At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.
Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.
Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.
Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience!
Best Practice: Make an Effective Apology
By nature of being a CSM, we’re often the face of our company to the outside world. Usually, it's pretty awesome...except when something goes wrong. You can never be 100% prepared for such an appearing disaster, but a genuine apology afterward can really help you move forward on a positive note.
Why It’s Important to Make an Effective Apology
At Intuo, we work with a very agile engineering team. This flexibility is great, but also means that priorities can change at a moment’s notices and changes to such priorities can be difficult to communicate.
Looking to my own book of business, I had one customer who frequently asked for status updates and I found myself relying on a few classic CS explanations, such as “the bug fix is planned but we can't foresee when” or “it’s somewhere on the long-term product roadmap…” Expectation management goes a long way, but there is a point where we aren’t communicating clearly (or just not at all). In the case of this customer, they simply weren’t having it
With this client in mind, our team took a step back and realized that some internal processes weren't well-adjusted to our growing customer base and that this particular customer had a point: in cases where your company might be in the wrong, making an effective apology can actually build trust for your client.
5 Keys for an Effective Apology - More Than Just Saying Sorry
Footnote; elements of apology based on research by Roy Lewicki (2016), but tested and tweaked to perfectly fit a Customer Success context.
Even when a difficult conversation arises that requires an apology, including the 5 keys for a successful apology can help end the customer interaction on a positive note. In my specific example, I feel the customer was relieved we weren’t sweeping their issue under the rug and they appreciated how we were going to change the process. A negative experience and a difficult conversation can turn out great if you handle it gracefully and execute thoughtfully..
Intuo is a platform people trust to grow their career, and support each other and the organization they work with through the power of feedback, knowledge and leadership.
Join the CSM from the Trenches Community
You can become involved in two ways:
Here are other customer success resources:
Customer Success eBooks:
Other CSM from the Trenches Posts:
Learn more about how ClientSuccess can help your company develop a strong Customer Success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.