No matter how strong your processes or positioning, sooner or later, you’ll face conflict between a client and your team. As a Client Service Leader, all eyes are on you to manage it effectively. It’s high-stakes, so let’s ensure you’re equipped with a solid plan before
Let’s face it—dealing with angry clients isn’t fun. I used to get a sinking feeling when my team asked me to join a call with one. But over time, I’ve realized these moments are loaded with opportunity. As a client service leader, your role is to
Most client onboarding experiences suck. A ton of energy goes into generating leads and closing deals. But once the deal is done, the salesperson is eager to move on to the next fish, tossing the account to a client lead who’s already swamped. This creates a bumpy, sour experience
Last week, we talked about the Golden String—the concept that happy clients come from accelerating their path to value. Simply put: the faster clients experience results, the happier they’ll be. The “path to value” starts the moment a client says “Yes” and ends when they see their first
“How do we shorten the client’s path to value?” As a client service lead, this question has been my primary focus. The faster you deliver on your value promise, the longer the client will stay with you. The Importance of Client Priming For a client success team to deliver