The book Crucial Conversations gives you “tools for talking when stakes are high.”
A main element of Crucial Conversation is communicating you have good intentions by showing Mutual Purpose and Mutual Respect.
Mutual Purpose and Mutual Respect mean another person feels:
- You care about their goals and objectives
- They feel they can trust your purpose
- They believe you are working toward a common outcome
Demonstrating your good intent creates safety for trusted communication.
Customer Success Managers can communicate our good intentions to build trust in our new relationships.
For example, we can show Mutual Purpose and Respect by:
- Preparing for Calls: showing customers we know and care about their business
- Listening and Asking Questions: demonstrating genuine interest and curiosity about our customers
- Having a Positive Attitude: bringing an energy that we are ready to help and we’re excited to work together
- Recapping and Outlining Next Steps: communicating we’re ready for a successful start to our relationship
- Sharing Ideas: providing our customer with new ways of thinking about their business
When we start our customer relationships with good intentions we lay the foundation for a trusted partnership.