Success on the Road

Success on the Road: Universal City

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By Kristen Hayer

I’m spending July reconnecting with my family after many months of almost non-stop travel. How do we relax? We travel! My daughter and I went to Universal Studios Hollywood for a day last week, and a customer success scenario surfaced that I thought I’d share here.

We got to our hotel about an hour before check-in time, and our room wasn’t ready. We went and hung out for a while at the hotel restaurant. Finally, about 2 hours after check-in time we were assigned to a room. The guy who checked us in knew we had been patiently waiting, so he offered us free parking for our stay as a thank you. I was excited because parking in LA isn’t cheap!

Unfortunately, when we went to check out the parking charges were on our bill. I told the person who checked us out what had happened, and she wasn’t able to reverse the charges. We had to take off so I left it in her hands, and eventually the charges were reversed by her boss, but at that point I’ll admit I was feeling frustrated. I thought about why, and here’s what I landed on:

1.     I was expecting to pay for parking, so when the guy told us we didn’t have to I was happy and delighted. But, I wouldn’t have been disappointed if it wasn’t offered.

2.     When the offer wasn’t followed through on, I was disappointed because they hadn’t delivered what they had promised, and because I had to make an effort to get something that was supposed to be a gift.

When you think about your customer success program, consider whether there are parts of your journey where you are over-promising, and under-delivering. Also, consider whether or not you are empowering your team to make things right. Hope you’re all having a great summer!

Success on the Road: Medina, OH + NYC + Arlington, VA + Charlotte, NC

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By Kristen Hayer

It has been a while since I’ve had the energy to write one of these posts, but this is definitely one of those weeks. Or rather, 3 weeks. I’ll admit, I’m a little homesick after 3 weeks on the road, but I’ve also been really inspired by the companies I’ve visited. I’ve been thinking a lot about why I’m so excited about these companies, and the word I keep coming back to is: Mission.

One of my favorite management books, The 12 Elements of Great Managing, talks about having a job, a career, or a calling. The folks I’ve been talking to over the past 3 weeks are really engaged because they have a calling. In some cases, they share the mission of their company. As a notable example, ALICE Training Institute trains schools, companies and places of worship on how to respond in active shooter situations. They readily admit that they wish they didn’t have a market to serve, but their approach has saved lives and the team has a passion for what they do. In other cases, the CS team has built a mission around exceptional customer service. MediaRadar is known as one of the best teams in their field, and they rally around that calling.

Having something beyond doing your job is motivating and drives stronger performance. What are you doing to rally your team to look beyond the day to day? How can you motivate through mission? Wishing you all the best from the road.

Success on the Road - Belfast, Maine

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By Kristen Hayer

This past week included a rigorous journey that involved 5 states, snow, and training 150 customer success professionals. The travel was grueling, but in so many ways, incredible. I was able to visit Maine, which I haven't ever seen as an adult (beautiful, even with a solid layer of snow!) I also ate some of the best lobster, chowder, and mussels I've ever had!

Travel has been a huge part of my life this year, and it has brought so many friendly people and interesting experiences my way. This has me thinking about stepping outside of my comfort zone (aka cozy home office) in order to drive creativity. It's easy to stick with what we know in customer success. But, what would happen if we stepped outside of our comfort zone? Could we engage someone new? Could we approach a problem differently? Could we help our customers achieve a better ROI by teaching them to think creatively about our solutions? Sometimes, shifting your physical location can help shake you out of habits that hold you back.

My challenge this week is to shake it up. I'm traveling to Cabo (for fun instead of work), and I'm looking forward to spending quality time with my family over spring break. That said, I know that I'll still be thinking about The Success League, and I expect to bring back some creative ideas. Whether you head to the tropics or just get of of the office for an afternoon in a coffee shop, a change of location can help you shake things up. What can you do to spur your creativity? 

Success on the Road: Boston, MA

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By Kristen Hayer

Last week I was in Boston, where we had the pleasure of teaching a group of 90 CSMs about negotiation and persuasion. The “we” included one of our newest team members and a former customer, Colleen St. John (welcome to The League!) Lately, The Success League has been growing like crazy and I’ve been adding to the team. This is really exciting, but has me thinking about ways to quickly ramp up team members to deliver high-quality engagements that align with our brand.

A number of our customers are working on scaling as well, and we’ve been helping them think this issue through for their own teams. Even the most experienced CS professional will need new employee training. With my own CS teams, I’ve found that the broader and more thorough your onboarding training, the more quickly you can move your new team member toward customer-facing work. Think about training that covers the company history, industry, brand, competitors, product, pricing, role, tools and team culture.

How are you making sure that your new team members ramp up quickly? Have you formalized an onboarding program? I’d love to hear about your creative approaches to onboarding!

Success on the Road: Irvine


By Kristen Hayer

This past week included a short trip to Irvine, and I didn’t really have time to have local fun in between visits to our client’s office. I did manage to contain my email before my flight home so I got to have a whole hour and a half of glorious reading.

In his famous book, The 7 Habits of Highly Effective People, Stephen Covey talks about “sharpening the saw”. At The Success League, we studied the strengths of CSMs and found that the Learner strength almost always shows up at the top of the list. I have to admit that I don’t do as much reading as I’d like, but when I have a spare hour and a great read, the result is an amazing mix of relaxation and enrichment. 

For me, flights are turning out to be a great time to sharpen the saw. Wifi is expensive, and in-flight movies are hit or miss. Flights are a nice, concrete block of time to use for reading that business book I’ve been wanting to get to, or the latest issue of HBR (if you’ve taken any of our classes, you know I’m a big HBR fan!) Plus if I forget to bring something along, I can always find something interesting at the airport bookstore.

How are you carving out time to sharpen the saw? Do you have travel or commuting time you can use to read or listen to material that helps you grow? Have a great week and I hope you get the chance to learn something new!