Rule #4: Be Ready to Give

Art by: Ryan Vatzlavick

"Let me ask my manager and get back to you..." This sucks.

Leaders of CS teams must empower CSMs with a range of things they are authorized to offer unhappy customers.

Some examples include:

• Access to exclusive content, swag or benefits
• Offering a free month or two (subscription products)
• Providing discounts on upgrades
• Replacing products or offering free services
• Invites to customer training sessions

These are just a few things that can work if offered in a first or second touch. The more you have to offer the faster you will build trust with the customer.