Train your teams in the basics of customer experience communication

[Applause]
thank you
I think it's it's more necessary than
ever to train your teams in in the
basics of customer experience
communication I I think we all feel the
pressure in the market there's scarcity
in terms of all kind of resources in in
supplies and people buying power is
going down so the market is under
pressure and and especially for sales
and service people this is not easy
these are difficult times you have the
feeling that all focus is getting on
price and cost savings and before you
know it you end up in a discussion with
your clients that's only about price and
that's something that we need to to
avoid I think in these times it's more
crucial than ever to really understand
what your core strengths are what is
your core strength and then deliver on
those because the truth is most of your
organizations will not win on price
there's always someone who can be
cheaper and you don't want to go into
this negative spiral what we need today
is understand that more customers will
choose for price
but that most premium brands are the
market leaders it's not that often as
the cheapest one is the market leader in
an industry so if you have core
strengths this is the moment to really
dive back into them and understand them
and then deliver on that
and if if you cannot deliver on
something
um I feel that a lot of companies feel
the tendency to not be completely
transparent so like when you buy
something and you get a delivery date
that they already know that they're not
going to make that delivery date but
they're saying it anyway to get the deal
signed I personally believe that's
dangerous strategy I think that everyone
is suffering today with delivering on
time so being transparent about it being
honest about it but also focusing on
your core strengths why they need to buy
for you and telling them that everyone
is suffering in the market that kind of
transparency is what we need today and I
I see so many organizations that are
organizing their own failure and that
they're putting unnecessary pressure
under teams or under their own
this is something that we need to work
on I think you can perfectly organize
your own customer success and everything
has to do with the basics of
communication it has everything to do
with expectation management uh there
there are so many companies that
organize their own failure like when you
go to a customer and you feel that
customers excited and they're asking you
for a proposal sometimes sales people
then say Oh fantastic no I'll make that
proposal for you you'll have it by
tomorrow night
and then when they're driving home they
realize I will never be able to live up
to that so what happens is you send the
proposal a day late and the customer is
already like hey you promised that you
would do it tomorrow and it's day after
tomorrow what's going on here
truth is that most customers don't
expect a proposal the next day if you
have an excited customer you can also
say hey
very cool I share your excitement is it
okay if I deliver that proposal by mid
next week
and 80 of the customers were saying yeah
mid next week is fine some will say no I
need it tomorrow then you need to
deliver upon that but 80 will say no mid
next week is fine and then you already
know that you're gonna deliver it the
day after tomorrow so like three days
earlier than promised that's organizing
your own success it's the same situation
you can either put pressure on you on
yourself and disappoint your customer or
you can set the bar a little bit lower
knowing that you will jump over that bar
and you create customer happiness so
it's not always the customer's attitude
that defines happiness it's where you
set the bar and you cannot put it too
low you cannot say I'm going to deliver
that proposal next month that that's not
going to work so you need to put the bar
at a reasonable height and you jump over
it problem is a lot of organizations
today even in these difficult times they
put the bar up so high and they already
know that they're not going to make it
that's organizing your own failure and I
know this is extremely basic but in
times like these when everything is
under pressure we need to go back to the
basics of customer experience and teach
your teams train yourself in that
expectation management communication and
you will see that just by doing that
that the pressure on yourself is
lowering and the happiness of your
customers is increasing