Jeff Rosset teaches CSMs how to cut through noise with direct emails, clear meeting times, and specific value propositions. Skip generic check-ins. Use power users to help other customers. When customers ghost, diagnose why: busy, missing value, or trust issues. Then re-engage with a concrete win or reminder of what the platform does.
So I want to show some examples. Connecting with a new stakeholder. This ties in with better subject lines. Really engaging and trying to be action oriented. Give the customer some clear context is what you're. As to what you're trying to do. So and again, setting of saying, hey, trying to check in, give clear. I want to connect with you with the new stakeholder that's involved and myself. Let's get a meeting scheduled, one that I like to call out as well, that frankly I didn't think about for a long time but is really helpful is get to the point in the beginning of your messages if you don't have like a friendly cadence with our relationship with the customer. You don't have to put, I hope you're doing well. I hope you had a great weekend. You don't have to put that in the beginning of the message because in their inbox preview, they're just going to see the first couple of words or the first sentence that you put in your message. So make that really action oriented or give it some context as to why you're engaging. It's just a better, a better way of potentially initially getting in front of them. Yep. I hope this email finds you well, guys. No, email finds us well. So no need to put that in there. We all know we don't like emails, so no need, no need. And also provide a specific time. Don't do the let me know what works for you. No, like we are. They're not telling us what works for them. They're not talking to us. So say, hey, can you meet at this time? Right. And let them say yes or no. So all of those are really valuable, engaging with a power user. So let's kind of honestly, let's coax, coax their ego a little bit and say, hey, look at you, you're awesome. I want to talk to you and I want you to be able to help other customers. Right. That's a great way. You're really trying to engage them, showing that they're doing a good job with what, with what they're focused on. And you want to just grab a quick amount of their time because you think what they're doing could help other people. This can be a great way to catch somebody and they might be more interested in engaging with you afterwards. And then let's talk about, I don't want to say the dreaded phone call. Some of you guys like phone calls. So. But let's talk about phone calls. There are some rules of the road and I think if you have A real plan. This will make things a lot easier for you, so come in with a plan. There are three scenarios. When you pick up the phone, right? You can actually connect with the person and they have time for you. You can connect with the person but they do not have time for you. Or you get a voicemail, right? Those are the three things that are going to happen at the end of the day. So just be prepped in general for those three outcomes. Then at the end of the day, have something valuable to give. There should always be some level of value that you've shared with the customer. Whether you had a full out conversation, whether you barely talk to them or you got their voicemail, you should be able to provide some level of value. And before you go in, think about the key reasons why they're ghosting you again. Is it because they're busy? Well then give them just a win that they've had in your platform recently. It doesn't have to take that long, but remind them why they're using your platform and why it's valuable. If they're missing value, try to show them something that you know would be important to them or tell them something and then if they're lacking trust, build that relationship. Try to show that you're there and you want to highlight some key things that are important to them. You can do all of this in a very short period of time. Even if somebody can't spend the full time to engage with you. Picking up the phone do's and don'ts of voicemails. There are lots of times probably, I would say the majority, you're probably going to get a voicemail or somebody who doesn't have a lot of time. If you are leaving a voicemail, leave value behind. Give them a reason to talk to you. In this instance here, I just want to highlight a really important feature that you've got in your account. It could make your life way easier and I want to show it to you when you have a chance. I'm going to send over an email, but if you have time, give me a call back at my number. That's a, that's a great voicemail, right? You provided value, you gave some contacts and you give them a way to re engage with you if they're interested. Do not do this last one. Do not say I'm just checking in, sorry to bother you, I'll touch base later. That's a useless message. If somebody who you did not want to talk to sent that message to you, you would not re engage with them, it's not valuable. So make sure that you are always providing value at the end of the day when you're engaging.
