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Colin Spence, Customer Success Lead & Top 25 Customer Success Watchlist EMEA

Name: Colin Spence, Customer Success Lead & Top 25 Customer Success Watchlist EMEA
Uploaded: 2023-08-29T11:40:03+00:00
Duration: 1 min 50 s
Channel: Bob London
Description: In this testimonial, Colin Spence, Customer Success Lead, recounts a two‑hour workshop led by Bob London that taught his team how to use disruptive…

29 Aug 2023 · 2 min

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1:50

In this testimonial, Colin Spence, Customer Success Lead, recounts a two‑hour workshop led by Bob London that taught his team how to use disruptive questioning to deepen customer conversations. The core premise is to talk less, ask the right questions, and let the customer do most of the talking. Spence highlights two specific questions introduced by London – a “fly on the wall” board‑meeting question and a “what would be off your whiteboard in the next 90 days?” question – and explains how they have already yielded valuable insights and more meaningful dialogues with clients. He notes that the questions often surface challenges beyond the immediate product scope, prompting broader thinking about client success. Overall, Spence praises the session as informative, interactive, and highly effective, and he strongly recommends Bob London's approach to others.

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Recently, Bob London spent a couple of hours with my team and I taking us through the principles of how we can leverage some disruptive questioning to really get to the heart of some of the matters that are and challenges that our customers are facing. And the way that we could do that would be to talk a lot less, ask the right questions, and listen. And in the end, hopefully the customer would do roughly 85% of the talking. Since the session, which was really good, very informative, very engaging, highly interactive, and we've been able to put into practice two questions so far that have already had a positive response. So the first question that we've been asking is, if I was a fly on the wall at your next board meeting, what would be the one thing or the main thing that you as a leadership team are talking about? Which has given us a great insight into some of the key challenges that our customers are facing. Interestingly, they may not be directly related to the platform that we provide and the problems that we solve. So it provokes us to think about how we could do other things to be successful or complement their existing ways of working. So that's been particularly useful. Another question that Bob London has, which we've been using, is what is one thing that would be off your whiteboard in the next 90 days? And that's a question that I've been asking multiple times to multiple different customers. And what's really struck me is that when I asked this to my clients, you'll see them visibly recoil, but not in horror, but more in kind of, ah, very interesting question, let me take a moment to think about that. What I've found as a result of implementing some of these super simple practices is that I'm getting more deeper, meaningful, and insightful conversations with my clients. So all I can say is thank you, Bob London London. It was a great couple of hours, and I would highly recommend your work and processes to anybody else.