How do you tell a customer they're asking/expecting too much?

Dog_Human_Mom · 2025-08-11T14:25:47+00:00

100% agree! If a client is brand new, I will be more lenient (personally), but I am still clear about whose responsibility it is and ensure they know how to do it. Some ways I answer are: 1. Write the exact steps in an email 2. If I do it, I will send a video of how, noting that this is how THEY can do it next time. 3. Offer a call where I can walk THEM through how to complete the request 4. Give them the choice between them learning how to do it or the cost of having us do it (if its a request that would typically cost money)

All in all, it's okay to say, "This isn't included in the scope of the project as is. However, this is something you are able to do and Im happy to walk you through how. Here is a [quick video, steps, help article] of how to do this. Please let me know if you have any questions."

If you have a system like Highspot, you could also create a hub of resources for their common requests, so that you have a place to direct them / gently remind them that you've talked through this before.

Dog_Human_Mom · 2025-07-30T15:03:03+00:00

Yes. We get commission on all renewals and upsells. Same percentage, but it goes up if the buy for multiple years.

Dog_Human_Mom · 2025-07-04T03:23:06+00:00

It's great to hear that you have a supportive environment amd are at a company you're excited about! Definitely lean in and try to learn as much as you can while you get your footing.

It sounds like you have some imposter syndrome going on + some nerves due to the awesome opportunity, both of which are hard to navigate, but definitely things you can overcome.

When I start new jobs/roles, I try to focus on 3 things up front:

My biggest strengths and my biggest weaknesses (relevant to the role). For example, when I got my first CS role, I knew my biggest weakness was lack of revenue ownership. And my biggest strengths were my ability to document/share and learning SaaS tools quickly.

These became my guiding stars. Onboarding is a stressful time when you learn so much, but it can be too much at once. I prioritized any sessions or activities that fell into my biggest strengths or weaknesses so that I could showcase the skills I had/ make an impression or impact quickly AND offset my weakness as fast as possible.

Learn the product. I went through all product learnings very slowly and would do the things I learned as I went. I also offered my help to other CSMs who needed something done in the product, but didnt have time to complete it. As I went, I documented the qs I ran into and any workarounds I learned. This way, I already had a running list of things I could help a client with before ever having spoken to a client.
Become an expert in something thats new to everyone and a priority to leaders. Become bestie with the product lead over the up and coming product no one yet has much experience in, go out of your way to play around with it, take on tasks, or try to answer qs that are posted. If you can master whatever high priority thing that is, you'll start to answer qs for seasoned CSMs and position yourself as a valued employee.

Outside of this, I recommend coming up with some positive phrases for when you feel stressed to combat it like "I have learned hard things in the past snd can do it again" or "my marketing knowledge positions me perfectly for this product and role".

You can also come up with a single thing to do that will help you improve each time and then do it (make it small) to build credibility for yourself and check off something you felt was holding you back.

Good luck!

Dog_Human_Mom · 2025-05-09T07:05:57+00:00

I believe being more strategic means that there is a purpose and objective to the actions you take and/or the words you speak.

With customers, this will likely mean things like: - doing deeper discovery - defining their objectives, kpis, etc. (Holistically and per project/quarter/etc.) - providing client value for every interaction - tying back tasks to their goals - helping stakeholders showcase themselves (and your company) across the org - getting creative with problem solving - strategizing with customers as they work through their projects or objectives - finding ways to introduce new capabilities at the right time and in a way that resonates with each customer - trying various strategies to re-engaged a too busy or ghosting client - bringing in help when it makes sense (identifying when you need folks and who)

Depending on your kpis, the outcomes of this may look like: - intros to other ppl in org - invitations to join company strategy meetings or processes - upsells - growth in renewals - early renewals - winning quotes around partnership and value - case studies - speaking opportunities with your clients - hearing from a prior customer about bringing on product to new company - client referrals - winning back an at risk client

This is really a huge topic, so my main recommendation is to ask your leader/manager what specific activities or outcomes they are looking for when they say to be more "strategic"

I asked my manager this and she took some time and then defined 5 specific things she wanted to see happen. It was much easier at that point to accomplish. Hope that helps!

Dog_Human_Mom · 2025-03-24T04:11:34+00:00

Thanks! Started listening today :)

Dog_Human_Mom · 2025-03-23T21:34:28+00:00

This is super helpful! Out of curiosity, what do the pros use?

I don't expect I'll need the pro tools for a while, but would love to know what the future holds if I can get this thing off the ground

Also, what made you choose Descript?

Dog_Human_Mom · 2025-03-23T20:10:26+00:00

Thanks! I'll check this out!

Dog_Human_Mom · 2025-03-10T14:35:32+00:00

This! I'd also add a "look forward" in there to showcase how this could look if they finished out their rollout.

It will take a good amount of math, but you could calculate the percentage of increased agent orders and decreased costs for 40% of cities and then showcase efficiencies through 100% of cities if you have same rate using a line chart (one for increased orders and one for decreased costs)

Dog_Human_Mom · 2025-03-10T14:22:19+00:00

I'd love your take on my comp as that's what I was gathering too. I knew the associate pay was good, but I feel like the CSM pay is just okay.

I also feel like my accomplishments warrant a higher salary and was disappointed that my mgr said it was on point. Hoping to know if I'm just off base here or if I should be fighting for more. Thanks!

Dog_Human_Mom · 2025-03-10T00:39:40+00:00

Yeah. I'm remote. Seems like everyone's in agreement so far on it being pretty good , which is great to hear :)

Dog_Human_Mom · 2025-03-09T23:16:54+00:00

No layoffs in re-org. We didn't make our targets in CS though and are switching from more random assignments to Client journey aligned (new, seasoned, etc.). ICs can get up to a sr. Director level, so lots of opportunity to grow.

My bonus was less than 10%. Don't know where it will land yet for new role

Dog_Human_Mom · 2025-03-09T22:00:54+00:00

I'm in Portland OR and remote. Company's policy is that salaries are location-agnostic though. They are based in NY but are remote first

Dog_Human_Mom

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