When Customers Don’t Want to Talk to you
The accepted wisdom is that we should talk to customers on a regular basis. But what if the customer refuses to schedule a conversation (or chooses the passive-aggressive route of not showing up to scheduled meetings)?
Here are 5 reasons why customers don’t want to talk to you, and how to work around them.
You’re over-doing it. Customers are busy and meeting with you is probably not at the top of the list. Aim for shorter, less frequent meetings.
Your timing is bad. You need to steer around their organizational rhythms. Trying to get an executive on a call at the end of the quarter is madness!
You’re aiming too high. CSMs and account managers tend to operate too low in their customers’ organizations–but if you do not have a relationship with a particular executive, your chances of getting them into a meeting are slim. Get introduced by someone you know well and demonstrate your value in other ways before asking for a big chunk of time.
You’re making it about you. Sure, you want to gauge the customer’s sentiment and you want to show them the lovely usage charts you created, but do they care? Address their rightful need of WIIFM–and always ask whether you could communicate in other ways.
Maybe it is you! Sometimes the solution is to invite a special guest, perhaps a product manager to discuss the product blueprint, or the support manager to go over a retrospective for a recent issue. Your best magic power is your ability to advocate internally for your customers, and your guest lineup is part of that.
What have you done to entice your customers to meet with you? Please share in the comments.