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One quick search on the internet brings up thousands of articles about ‘what your customers really want’ and ‘one thing customers are looking for but will never tell you’. For CSMs, the amount of content out there touting the secret sauce for amazing customer relationships can be overwhelming and, quite simply, confusing.
We all know the Golden Rule – treat others as you want to be treated – and have learned since we were kids to follow the rule in all aspects of our lives. But this Golden Rule can do so much more for CSMs than we realized, especially since, at the end of the day, we’re all customers of something and CSMs actually have much more in common with their customers than first realized.
Think about a recent situation with a customer where there may have been a bit of runaround or confusion around project deadlines. Would you have put up with that in their shoes? Of course not, which makes the customer’s irritation that much more understandable. Situations like this, however, can be avoided completely by approaching customer success and strategy with a Golden Rule-first mindset.
By proactively tackling every customer conversation, project, and meeting with a “how would I want this conversation to go if I were the customer” thought process, your customers will feel the impact and your team can build strong, lasting customer relationships.
At the end of the day, customers are of course looking to see the value of the product and/or solution they purchased. But they are also looking for respect, courtesy, and empathy throughout this process – things we as humans are all looking for. From initial sales conversations to ongoing billing questions to your regularly scheduled implementation calls, it’s up to your team to treat your customers the way you would want to be treated in their shoes.
Here are a few additional ways to make sure you’re applying the Golden Rule when dealing with customers:
Want to learn more? Here are some additional resources on how to deliver proactive customer service: