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?
I think we have all seen firsthand many examples of CSMs singlehandedly retaining customers by having a custom or one-off relationship, in the face of the literal product or support not delivering the outcome a customer wants. If that isn't one of the main functions of CS, what is?
Now, is that an ideal scenario? No. Of course, another main function of CS is to be the voice of the customer inside your company. So, yes:
- Communicate feature requests to Product.
- Communicate "sold to the wrong customer" or "set unrealistic expectations" to Sales.
- Communicate "ticket not resolved" to Support.
- And let's not forget, communicate "here's how our other customers are thriving, maybe you should reconsider why you want feature" to the customer.
One thing I see we all agree on is it takes a team to win. CS is probably the department most able to break down your own company's silos and make your company a standout in its market.------------------------------
Russell Bourne
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Original Message:
Sent: 09-03-2020 11:05
From: Andrew Marks
Subject: Should we introduce work arounds for problems or wait for a permanent solution?
IMO, this is not a black & white situation or straightforward answer. Quite frankly, while your approach may seem valiant, it's very inside-out thinking.
To Jared's point, this needs to be addressed on a case-by-case basis. There are many situations where you need to introduce a workaround in order to get a customer past a blocker so they can achieve their business objectives.
This doesn't alleviate the responsibility of others to address these types of situations. Ultimately the vendor needs to own the problem and either decide that they're going to address it or move past it. But this "methodology" is devoid of empathy for their customer situation. It's not about YOU and the internal wrangling in YOUR organization. That's not your customer's problem. It's about helping your customer achieve what they need to achieve in order to get value. If that's value they need right now, and it's achievable with a workaround, then you provide them the workaround with all of the caveats that a workaround should come with.
Andrew Marks
Co-Founder & COO | SuccessHACKER
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Andrew Marks
SuccessHACKER
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Original Message:
Sent: 09-03-2020 10:02
From: Warwick Brown
Subject: 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?
------------------------------
Warwick Brown
Founder & Consultant
Account Manager Tips
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