15 things to do to gain your customers' trust - Part 2

Here are the other eight aspects to consider when building your strategy focusing on gaining your customers' trust:

8. Walk the talk - when you set expectations during the kick-off or discovery session, make sure both them and you are realistic :) Customers remember promises, and they will expect you to deliver what you promised, in due time. Don't speak big words to sound interesting, and don't tell customers what they want to hear unless it's exactly what's going to happen.

9. Ask for their help - "help me help you" approach - any collaboration is a two-way street. For example, to create the KPIs and metrics to be tracked, CSMs need their customers' input.

10. Be proactive - Customer Success is not about firefighting, I can not emphasize this enough. It's about strategy and the proper approach that enables customers to trust you by taking the initiative and opening the door before they even think about knocking on it.

11. Sharing information - best practices go a long way too. As a trusted advisor, it is your responsibility to provide consulting on specific KPIs, and metrics that could guide your customersand toward value realization.

12. Be fearless - sometimes, as a CSM, you need to have difficult conversations with your customers. Keeping the desired outcomes realistic in terms of KPIs percentages or numbers, and maintaining objectivity in terms of wants and needs can sometimes lead to a not-so-pleasant conversation. And it's ok. Address it with kindness, while being fair and brave.

13. Be authentic, be vulnerable - be who you are. Smile, leave a door open for unofficial discussions that aren't limited only to "How's the weather in San Francisco?" Sometimes, when asked "How are you, how have things been?", answer honestly, here's an example: "Life is funny sometimes, it's been a rollercoaster lately." Don't overshare, but be honest in terms of life matters. You might be surprised, people mirror your vulnerability and build a stronger connection based on authenticity.

14. Say "sorry" - Own your mistakes. Apologize. Find a solution and learn the lesson. It's ok to make mistakes and be wrong. What's not ok is to miss the lesson and not avoid similar situations in the future.

15. Stay true to yourself - don't lose yourself in negativity, conflicts, unrealistic requirements, and fake expectations. Be real, own who you are, and set healthy boundaries in terms of relationships. We've all worked with demanding customers, bullies, and angry customers. Other people's frustrations are not about you; and when you respectfully set healthy boundaries, you transmit the message that you are a professional who does not take things personally, and who can be trusted to communicate clearly and honestly, not just what's appropriate from the business partnership's perspective, but also what's inadequate.