This is funny, this is also for real. The part that gets me is the people applauding the basic achievement. https://youtu.be/TXnAij7ozb0 Let this be the standard for what you don’t want your meetings to be.
The easy way is to put a popup in someone’s face after they have completed working on a task. You probably won’t get the best response (especially if the task they just completed didn’t work the way they expected). It’s also not best to ask immediately after they log in (they did after all just start working and probably haven’t got to anything). Also, don’t call them from some random 800 number, everyone ignores those…
Ask. And mean it, “Tell me what you think, is it garbage? Is it good? Is it a mess? Does it do what you want it to do?” We use to invite users to come to our offices to try out new versions of our products. Users, in our offices. No remote or virtual calls, in-person connections where we saw their faces scrunch up at a horribly implemented feature. And then we’d go out to…
Anything can, might and will happen. But if it’s not what you want to happen, then having the mindset of “Not Today…” will help you get there. It might still happen, but the impact on you will be less, it will not hold you back. What you are saying “Not Today…” to isn’t that it will happen, but that it will not stop you.
The final “chance” you have of keeping a customer is defined by how hard you make it for them to switch services. Make it a pain, and you are fueling them, pushing them away faster then they might want to go. Make it simple, you give them a second to pause, maybe I can work with this, maybe I can figure it out, maybe they aren’t so bad. It’s up to you, how much do…