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Chad Horenfeldt, Head of Customer Success, Siena (fmr. Meta)

Name: Chad Horenfeldt, Head of Customer Success, Siena (fmr. Meta)
Uploaded: 2023-08-29T11:10:48+00:00
Duration: 1 min 38 s
Channel: Bob London
Description: In this testimonial, Chad Horenfeldt, former Head of Customer Success and Services at Meta, praises Bob London’s training on “disruptive questions.”…

29 Aug 2023 · 2 min

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1:38

In this testimonial, Chad Horenfeldt, former Head of Customer Success and Services at Meta, praises Bob London’s training on “disruptive questions.” Horenfeldt explains that the approach helped his team elevate strategic conversations with customers, boosting confidence and the quality of regular meetings and business reviews. He recounts a specific incident where a probing question about competitors revealed a client’s hidden interest in rival solutions, allowing the team to address the issue proactively. Horenfeldt emphasizes that this insight would not have been possible without Bob’s methods, and he strongly recommends Bob’s approach to others.

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Hey everyone, my name is Chad Hornfeld, the former head of customer success and services at Meta, and I am one of the biggest Bob London fans. I came across his materials and really these light bulbs went off for me because I'd always wanted to have more strategic conversations with our customers, and I knew that I was having really good conversations and my team was as well, But we wanted to uplevel that. And Bob's disruptive questions really unlocked this opportunity for us to be more strategic with our customers. And I like Bob so much that I actually had him come to our offices and speak to our entire customer success and services team so that he could teach us how we could be more strategic with our customers. And the end result is that our team was just having much better conversations with our customers. Whether it was just a regular meeting, whether it was a business review, they were asking these types of disruptive questions and it was helping our team be more confident as well as have better meetings. There was one situation where we knew there was a challenge with our customer, but they weren't being necessarily upfront with what that was. And we asked one of Bob's questions around competitors and, you know, would you pick up the call with a competitor? And after a lot of prodding, we were able to get out of the customer that they were in fact looking at competitors, and then we were able to help address what those challenges were to try and get that customer back on track. And so this is something that we couldn't have done without Bob London London. We really love, and I personally love his approach, and he's taught me a lot, and I highly, highly recommend it. Thank you.