Addressing Customer Complaints Effectively

STRATEGIES TO EFFECTIVELY IMPLEMENT PARETO ANALYSIS: At its core, Pareto Analysis is a way to focus your efforts on the things that matter most. It’s based on the idea that in many situations, a small number of causes or factors often lead to the majority of the problems. This is commonly known as the 80/20 rule, which suggests that 80% of your results come from just 20% of your efforts. How to Use Pareto Analysis: 📌 Identify the Issue: Start by figuring out what problem you want to solve. It could be something like customer complaints, production delays, or product defects. Be clear about what you want to address. 📌 Collect Data: Gather information related to the problem. This could involve counting how many complaints you receive, tracking production errors, or analyzing customer feedback. The more data you have, the better your analysis will be. 📌 Categorize Your Data: Organize the data into meaningful categories. For example, if you’re looking at customer complaints, you might group them into categories like product quality issues, delivery problems, or service-related complaints. 📌 Measure the Impact: Quantify how significant each category is. You might count the number of complaints in each category or calculate the cost associated with each issue. This step helps you understand which problems are the biggest headaches. 📌 Create a Pareto Chart: Visualize your findings by creating a Pareto chart. This will typically look like a bar graph showing the different categories in order of their impact, with the most significant problems on the left. You can also add a cumulative line to show how many of the total issues each category represents. 📌 Analyze Your Results: Look at your chart to identify the “vital few” categories that are causing the most trouble. These are the areas where focusing your efforts will make the biggest difference. 📌 Develop Action Plans: For the key categories you’ve identified, come up with specific action plans. Think about what changes you can implement to tackle these problems. For instance, if product defects are a major issue, you might consider improving quality control processes. 📌 Implement Changes: Put your action plans into practice. Make sure everyone involved knows what changes are happening and what their roles are in the process. 📌 Monitor Progress: After implementing changes, keep an eye on the outcomes. Are the changes having the desired effect? This step is crucial to see if your efforts are paying off. 📌 Continuous Improvement: Make Pareto Analysis a regular part of your problem-solving toolkit. Periodically review your data and update your strategies as needed to adapt to new challenges or shifts in your environment.

Just watched a CSM spend 47 minutes hunting through 5 different systems to prep for ONE customer call. This is madness. The journey of a modern Customer Success Manager: 💻 CRM for basic account details 🎫 Ticketing system for support history 📊 Analytics platform for usage data 🛠️ Project management tool for roadmap items 📖 Knowledge base for product updates All this before saying "Hello, how are you?" to the customer. Reality check... That's 47 minutes spent NOT: ❤️ Creating value ❤️ Solving problems ❤️ Growing accounts ❤️ Talking to customers ❤️ Building relationships But it's got to be done. You can't show up without preparing. The math is painful: - 5 calls per day - 47 minutes prep each - 235 minutes lost daily - 19.5 hours weekly - 78 hours monthly Just searching for information that should be at our fingertips. 🤯 Here's how you can fix it: - One System: Build a dashboard pulling key metrics - AI Co-Pilots: Transform data into insights and help CSMs action it Do these 2 simple things and watch the team's productivity soar. Your CSM team should be managing customer success. Not managing browser tabs. 📥 Leading a CS team? Consider joining 11k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team [sign up in the comments section]. #csm #customersuccess #customerledgrowth #CX #revops

Excellent tips here illustrating how a subtle change in tone can have a massive influence upon how your message is received. 1) Acknowledge Delays with Gratitude "Sorry for the late reply…" "Thank you for your patience." 2) Respond Thoughtfully, Not Reactively "This is wrong." "I see your point. Have you considered [trying alternative]?" "Thank you for sharing this—I appreciate your insights." 3) Use Subject Lines That Get to the Point "Update" "Project X: Status Update & Next Steps" 4) Set the Tone with Your First Line "Hey, quick question…" "Hi [Name], I appreciate you. I wanted to ask about…" 5) Show Appreciation, Not Acknowledgment "Noted." "Thank you for sharing this—I appreciate your insights." 6) Frame Feedback Positively "This isn’t good enough." "This is a great start. Let’s refine [specific area] further." 7) Lead with Confidence "Maybe you could take a look…" "We need [specific task] completed by [specific date]." 8) Clarify Priorities Instead of Overloading "We need to do this ASAP!" "Let’s prioritize [specific task] first to meet our deadline." 9) Make Requests Easy to Process "Can you take a look at this?" "Can you review this and share your feedback by [date]?" 10) Be Clear About Next Steps "Let’s figure it out later." "Next steps: I’ll handle X, and you confirm Y by [deadline]." 11) Follow Up with Purpose, Not Pressure "Just checking in again!" "I wanted to follow up on this. Do you need any additional details from me?" 12) Avoid Passive-Aggressive Language "As I mentioned before…" "Just bringing this back in case it got missed."

As I continue exploring what makes high-performing teams tick, I've covered key topics like group dynamics, trust, cohesiveness, and psychological capital. In this post, I want to dive deeper into a crucial aspect of team dynamics: conflict. Conflict is inevitable in any team, even in high-performing ones. However, the difference lies in how these teams handle it. They don't shy away from conflict; instead, they have established rules of engagement and cultural practices for navigating it effectively. They embrace conflict, using it as a tool for growth and innovation—often with the support of a skilled facilitator. Here are some common types of conflict that can arise in the workplace: Conflict in Vision: Example: Disagreement over the company's long-term direction. Impact: Misaligned vision can fragment efforts and lower morale. Resolution: Facilitate discussions to align on a shared vision and involve all stakeholders in the vision-setting process. Conflict in Goals: Example: Differing objectives between departments. Impact: Can create competition rather than collaboration, leading to inefficiencies. Resolution: Establish clear, unified goals and ensure they are communicated across the organization. Conflict in Communication Styles: Example: Misinterpretations due to different communication preferences. Impact: Misunderstandings can escalate into larger conflicts. Resolution: Promote awareness of diverse communication styles and encourage adaptive communication techniques. Conflict in Values: Example: Clashes over ethical decisions or cultural values. Impact: Can lead to deep-seated animosity and ethical dilemmas. Resolution: Create a values-based culture and ensure organizational policies reflect shared values. Conflict in Resource Allocation: Example: Competing demands for limited resources. Impact: Can result in feelings of unfairness and hinder project progress. Resolution: Implement transparent and fair resource allocation processes. Conflict in Roles and Responsibilities: Example: Overlapping or unclear job roles. Impact: Can cause confusion, redundancy, or gaps in task completion. Resolution: Clearly define roles and responsibilities, and regularly review them to avoid overlap. Conflict in Work Styles: Example: Differing approaches to completing tasks or managing time. Impact: Can cause friction and reduce team cohesion. Resolution: Encourage flexibility and understanding of diverse work styles, and find common ground. Conflict in Power Dynamics: Example: Power struggles between employees or teams. Impact: Can lead to a toxic work environment and hinder collaboration. Resolution: Foster a culture of mutual respect and equitable power distribution. What other types of conflict have you encountered in teams? How did you resolve them? Share your thoughts and experiences in the comments! #teambuilding #communicationskills #peopleskills

Business 101: Not every client will love you, and that’s okay! Early in my business, I thought perfect service meant no complaints. Boy, was I wrong. No matter what you do, client conflicts happen. But you know what I figured out? What matters most is how you handle them. Let me share what actually works for me: >> First, stop trying to handle every complaint yourself. Trust me, I used to jump into every heated conversation. Now, I have a dedicated communication person who handles discussions in the right way. It's all about maintaining a positive tone and defusing tension before it escalates. >> Second, and this is huge - when you mess up, own it. If you miss a deadline or something unexpected happens, don't make excuses, just apologize. "I completely understand your concern. Let's get this fixed" can do wonders. Make sure to offer a small freebie or discount. It shows you care and want to maintain that relationship. People remember how you make them feel, and this can turn them into loyal advocates. >> Finally, always keep your clients in the loop. Even when things go wrong, a simple "Hey, we're working on it, here's what's happening" can prevent a small issue from becoming a disaster. Don't leave them guessing. Remember, neither you nor I are trying to be perfect - we're just trying to be human. So, the next time you find yourself in a tough spot with a client, take a deep breath, acknowledge the issue, communicate clearly, and go the extra mile. P.S. Now tell me, have you faced a difficult client situation? How did you handle it?

Throughout my decade-long journey in the tech industry, if there's one lesson that’s stuck with me, it’s this: your connection with your customers is everything. At Supersourcing, we’ve woven this belief into the fabric of our business. And trust me, it’s made all the difference. Here’s how we keep our customer focus sharp and true: - Listen First, Act Fast: Early on, I learned that listening isn’t just about hearing words; it’s about understanding your customers' underlying needs and emotions. We prioritize active listening—through regular feedback loops and candid conversations—so that when we act, it’s both swift and deeply aligned with what our clients actually want. - Tailored Solutions, Not One-Size-Fits-All: One of the most transformative shifts we made was moving from a transactional mindset to a partnership approach. It helps us understand our clients’ bigger picture—what are their goals? What keeps them up at night? We tailor our solutions to align with these insights, making our support feel less like a service and more like a collaboration. - Transparent Communication Builds Trust: I can’t stress enough how much transparency has contributed to our success. It’s about being upfront, even when the news isn’t all sunshine and rainbows. Our clients appreciate honesty, and this straightforward approach has helped us build strong, lasting relationships based on trust and mutual respect. - Proactivity Is Key: Waiting for a problem to arise means you’re already too late. We’ve built a culture of proactivity—whether it’s checking in on developers regularly or anticipating potential roadblocks, we aim to address challenges before they turn into problems. These strategies have been pivotal in driving not just customer satisfaction but loyalty and advocacy. It’s about being more than a vendor; it’s about being a partner who genuinely cares about the success of those we serve. How do you keep your client relationships strong and authentic? I’m eager to hear your thoughts!

Price is never just a figure. It represents how the market perceives the value you deliver. When businesses start thinking this way, they stop racing to the bottom and begin leading with clarity and purpose. That is where lasting profitability begins. Many companies still assume customers base their decisions on price alone. That assumption has cost them significantly. When I started helping businesses uncover what their customers truly value, everything shifted. I saw companies dramatically increase their growth and improve margins by 25 to 40 percent. This success didn’t come from cutting expenses, but from aligning pricing with real customer value instead of relying on guesswork. At Sjöfors & Partners - Pricing for Profits and Growth, we created a process that combines value research, predictive analytics, and artificial intelligence to identify what motivates a customer to buy and what they are genuinely willing to pay. The focus is not on being the lowest priced option. It is becoming the most valued option. When companies understand this, profitability naturally follows. #PricingStrategy #ValueBasedPricing #ThoughtLeadership #BusinessGrowth #Profitability #CustomerCentric

Your communication style shapes your career. Use these phrases to shape how others see you. Have you ever wanted to sound more credible at work? Your choice of words can significantly influence how others perceive you. These 8 simple language swaps can help you lead conversations with confidence and professionalism: 1/ Active Listening ↳ Show you’re engaged by saying: “I understand what you mean about [specific point].” ↳ It’s a small adjustment, but it instantly demonstrates that you’re listening with intention. 2/ Thoughtful Response ↳ Instead of defaulting to “Whatever you think is best,” say: ↳ “Based on what we’re trying to achieve, I’d suggest [specific action or idea].” ↳ This positions you as a problem-solver, not a passive participant. 3/ Professional Confidence ↳ Replace uncertainty with confidence: ↳ “From what we’ve seen, this seems like the best way forward.” ↳ Confidence isn’t about being 100% certain - it’s about owning your expertise. 4/ Accountability Focus ↳ Step up with: “I’ll take care of this and let you know the next steps.” ↳ Taking ownership shows leadership - even in small decisions. 5/ Knowledge Sharing ↳ Avoid undercutting yourself with: “I could be wrong, but…” ↳ Instead, lead with: “Based on the research, [specific insight].” ↳ It’s the difference between sounding unsure and sounding informed. 6/ Strategic Thinking ↳ Encourage collaboration by saying: ↳ “Let’s look at what might cause problems and how we can tackle them.” ↳ This makes you part of the solution, not just an observer of the problem. 7/ Time Management ↳ Reframe: “I’m completely swamped right now” as: ↳ “I can prioritise this for next Tuesday to give it my full attention.” ↳ Professionalism is as much about clarity as it is about deadlines. 8/ Value Proposition ↳ Start with impact: “Here’s a proposal based on our experience that could solve [specific problem].” ↳ Confidence in your ideas demonstrates value to others. Small shifts in language can change the way you’re perceived - and it all starts with intention. 💡 Let me know in the comments: ↳ Which of these word swaps do you think is the most powerful for creating change and standing out in the workplace? ♻️ Share this with your network to help others sound more confident and credible at work. ➕ Follow me, Jen Blandos, for actionable insights on business, communication, and leadership.

MIT researchers spiked beer with vinegar and gave it to 400 people. Some they told and some they didn’t. The results show why your pre-purchase messaging and expectation setting is equally (if not more) important than your product. Leonard Lee, Shane Frederick and Dan Ariely served pub patrons two beers at MIT. One was regular beer. The other was “MIT Brew” (same beer + a few drops of balsamic vinegar). They split people into 3 groups: 1️⃣ Group 1: Tasted blind (never told about vinegar). 2️⃣ Group 2: Told about vinegar before tasting. 3️⃣ Group 3: Told about vinegar after tasting. Here’s what happened: Group 1 (blind): Actually preferred MIT Brew over regular beer. Group 2 (told before): Disliked MIT Brew significantly. Group 3 (told after): Still preferred MIT Brew same as blind group. Only the people who knew about the vinegar beforehand had their experience ruined. They found that the timing of information had a major impact. This proves something important about customer experiences. Expectations don’t just change how people rate products. They change how products actually taste and feel (essentially hacking the brain). When you expect something to be bad, your brain makes it worse. When you have no negative expectation, you judge based on the actual experience. This explains why Coke tastes better with the label when people know it’s Coke inside the can. Most marketers miss this opportunity. The study shows expectations create real changes in how customers experience your product. This is why premium pricing often works and why people get excited when they finally get the call to buy a Rolex or a Birkin bag. Higher price sets expectation of higher quality, which makes the product perform better in customers’ minds. Remember, you’re not simply selling a product... You’re selling an experience. Here’s some ways you can apply this to your marketing: ✅ Build positive expectations before customers try your product. ✅ Use testimonials and social proof early in your funnel. ✅ Avoid leading with price objections/discounts or complexity. ✅ Position your brand to enhance product perception. Your marketing messaging shapes customer experience just as much as your actual product does.

💡 Every executive meeting comes down to trade-offs. Yesterday we found our tiebreaker💡 I sat with our Product team and two other members of our Executive team, going deep on one of our roadmap items and trying to determine where it fit in our Q4 priorities. If you’ve ever been in one of these meetings, you know how it goes: • Many points of view • Plenty of sharp ideas • A healthy dose of agreement and disagreement And rightly so, these conversations matter. They’re about trade-offs and risks. We had to weigh what would best help us grow as a company, what our teams needed to deliver and sell successfully, and what would best enable future product capabilities. So what won in the end? 👉 The promise we’ve made to our customers, rooted in quality and meaningful insights and outcomes. (That’s actually why DISQO is spelled with a “Q.” It stands for Quality.) That customer promise became the tiebreaker that aligned us across different perspectives. It was a small moment, but it made me proud. And it made me reflect: ❓ Of the thousands of decisions made every day across our company, how many are rooted in our value to "Champion the Customer"? That’s the real measure of whether our values are alive in practice, not just on the wall or in a slide deck. Here’s the action plan I’m challenging myself (and others) to follow every day: 1️⃣ Ask the customer question. When making a decision, pause: How does this help deliver better outcomes for our customers? 2️⃣ Use values as the tiebreaker. When trade-offs are hard, let company values decide, not convenience, politics, or ego. 3️⃣ Call it out. Celebrate when decisions reflect values, and respectfully challenge when they don’t. 4️⃣ Repeat daily. The small decisions add up. Every “yes” or “no” shapes whether customers feel our values or not. ✨ Values aren’t tested in easy decisions. They’re tested in the tough trade-offs. Yesterday reminded me: when in doubt, Champion the Customer. That’s how we keep our promises, and that’s how we continue to #CreateTheFuture. #Leadership #CustomerSuccess #ProductManagement #CustomerExperience #Culture #CreateTheFuture