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Kimmie Harrington, Customer Success Executive

Name: Kimmie Harrington, Customer Success Executive
Uploaded: 2023-08-29T11:39:54+00:00
Duration: 1 min 40 s
Channel: Bob London
Description: In this testimonial, Kimmie Harrington, a Customer Success Executive at HireLogic, recounts two coaching sessions she attended with mentor Bob London…

29 Aug 2023 · 2 min

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1:40

In this testimonial, Kimmie Harrington, a Customer Success Executive at HireLogic, recounts two coaching sessions she attended with mentor Bob London. She describes how Bob introduced a simple yet powerful question—asking customers what they plan to accomplish in the next 90 days or what’s on their whiteboard—to break down barriers and foster open dialogue. Harrington explains that this technique, along with Bob’s emphasis on active listening, has transformed her approach to customer interactions, strengthening rapport, improving relationship depth, and ultimately boosting customer retention. She credits Bob’s mentorship for prompting her to rethink her questioning strategy, listen more attentively, and apply these insights daily in her role.

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I had the absolute pleasure of working with Bob London in a couple of sessions, actually, I believe it was two, with my team at HireLogic. Bob is such a great mentor and coach, and I really enjoyed working with him. I've been in the software business for about 15 years and found that I was asking some of the same questions that weren't helping. And I'm a big believer in an old dog can learn new tricks. So I was definitely interested in his sessions because it made me rethink how I ask customers about their journey, what they're working on. And one question that seemed pretty simple or easier, but I never really used it was, what are you doing in the next 90 days? Or what's on your whiteboard in the next 90 days? I believe Bob London taught us that. And I feel like It made customers take their guard down, feel more comfortable and willing to share, and they opened up like, hey, this person, Kimmy, is trying to help me get to the bottom of what is on my to-do list. So that's something that I use every day. I think it's really helped me with my relationships with my customers, the rapport, letting them know that I'm in it with them to win it. And I think just overall, being a more seasoned or senior customer success executive, Bob has made me stop and think about listening and ensuring that I'm hearing what the customer's asking. And these are just reminders that are so valuable and really getting customers to open up and to help with retention overall. So I think Bob is one of the best, and I loved working with him.