SaaS Therapy

Recovering from a customer breach of trust with Debra Wilson, VP of Marketing @BrainStorm

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Debra Wilson, head of BrainStorm's marketing team, joins Todd Kirk and Casey Trujillo to discuss how to handle difficult conversations and recover from a breach of trust with customers.

Learn about how to master these difficult relationship dynamics by better focusing on the customer, handling emotional feedback well, and working through challenging situations together.

Debra shares strategies for determining the best course of action when remediation is needed, including assuming accountability, over-communicating, and involving the customer in the resolution process.

Takeaways:

  • Empathy and understanding the pain points of all parties involved is crucial in handling difficult conversations and recovering from a breach of trust.
  • Setting aside personal desires and focusing on the outcome for the customer is key to resolving complex situations.
  • Soft skills such as active listening, asking questions, and learning from each situation are important in stabilizing and resolving difficult conversations.
  • Categorize feedback into lashing feedback, limited feedback, and productive feedback.
  • Address each type of feedback appropriately, either by ignoring, explaining, or taking ownership.
  • When remediation is needed, assume accountability, over-communicate, and involve the customer in the resolution process.

    • Contents:

    • 00:00 Introduction
    • 02:53 Approaching Difficult Situations & Complex Customer Issues
    • 08:26 Fictional Scenario: Handling a Breach of Trust
    • 10:18 Setting Aside Personal Desires for the Customer's Outcome
    • 14:00 Empowering Teams and Creating a Safe Environment for Problem-Solving
    • 19:22 Handling Emotional Feedback
    • 26:26 Entering the Room as a 10
    • 32:57 Turning Around Customer Relationships
    • 44:54 Study Your Own Response

      • Resources

      ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

      ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Todd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

      ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Visit the show page⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

      ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Get to know BrainStorm⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

      Credits

      Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

      Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

      Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred

      ...more
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