Should we introduce work arounds for problems or wait for a permanent solution?
This happens all the time. Client has a problem and we want to solve it NOW. So instead of waiting for a solution, we introduce our own work around. But there's a problem.
With the best of intentions of course.
I've done it a million times. But no more.
All you do is:
- Create a massive workload burden for yourself.
- Put a short term band-aid that hides bigger problems that need attention.
- Introduce complexity and inconsistency.
- Set unrealistic expectations for your client.
- Set yourself up to fail.
Next time you are tempted to go solo fixing another department's problems - don't.
- Share the feedback with your teams on what's broken or needs improvement
- Let your client know and set expectations about a resolution.
- Make peace that continuous improvement takes time.
And know sometimes what you want isn't what you get.
Thoughts? Should we take on the burden of other department's problems until they can get their act together?
- All Categories
- 133 GGR Cafe
- 172 CS Conversations
- 960 CS Operations Conversations
- CS Org Conversations
- 205 CS Technology
- 648 Customer Journey
- 274 Digital CS (Engagement Programs)
- 32 Industry Insights
- 90 Metrics & Analytics
- 17 Value Realization
- 191 Strategy & Planning
- 15 Future Customer Success Professionals
- 7 Supporters of Gain Grow Retain
- 1 Gain Supporters
- 2 Higher Logic Vanilla
- 1 Totango
- 2 Grow Supporters
- 2 Catalyst
- 1 ChurnZero
- 4 Retain Supporters
- 1 Northpass
- Interested in Supporting Gain Grow Retain?
- Contact Us
- 18 Welcome to the Community
- 157 Job Board
- 173 Customer Success Leadership Community