“Hey there Cynthia!”
“Hello Johnson, how are you?”
“Good, good, busy as usual.” I got up and begun wandering around the office as I usually did when I spoke with clients.
“So after our last meeting, there’s a few changes we’d like to make…”
I made a beeline back to my desk. I nodded and “that’s not a problem’ed” as she rattled off what she wanted.
“Now, there’s a field there that says, ‘concrete slabs installed – no. of men,'” she paused. “Could we change that to ‘no. of persons’?”
“Sure thing!” I chirped. “We just have to delete the field, recreate it and amend all the labels to say ‘no. of persons’.”
“Don’t worry about it then,” she replied hastily. “When do you think you can have the updates done by?”
In terms of exchanges with customers, this was pretty run of the mill. The last bit though stuck with me. One of her colleagues had input the “no. of men” label in the field when we first set everything up. It flew under the radar that time and this time, I just let it go.
The SaaS would have done the same job, no matter the label. But if there is something I can do to make the customer happy and I don’t do it, then I haven’t done good enough as a CSM.
The job starts with the tech… and ends with what they care about.