Short excerpt from a YouTube video (posted Jan 20, 2024) in which two speakers—one likely Jason M. Lemkin and an interlocutor—discuss handling customer issues. Core advice: proactively seek and surface "bad news" with customers, address issues directly to build partnerships and learn from disconnections; cultural norms that encourage this behavior are important.
So my piece of advice is really look for the bad news. You run towards the bad news. You know, when you. When you. Whether it's early, when you just ship the product, whether it's late, when you are. You're renewing a big customer, like, you have to. The wrong thing to do is, you know, there's some issue in some account, and then you show up in front of the customer and, you know, you. You hope they're not going to be. They're not going to bring it up. You know, hey, maybe with a bit of luck, you know, we can, we can get away with it. Actually, no, the first thing you do is you talk about it, you bring it up, and then you actually hear directly from the customer what they have to say about it. It actually goes a long way towards building the partnership and also helps you learn from the disconnection with your customers.
Cool, thanks. Time to wrap it up here. So everything is. I mean, one thing that I take out as well is it's a lot about the culture.
