talking to customers isn't a step backwards

Caught myself saying “we need to talk to customers again.” Why does that sometimes feel like a step backwards?

Constant contact

Customer conversations have to be a constant contact sport. But it’s so easy to slip into build mode — busy doing the things and losing focus on the customer.

I don’t know what the right number of customer conversations is, but 0 is not enough.

No excuses

It’s too easy to connect with people for there to be any real excuses. Email, chat, LinkedIn, phone (gasp), post card. It’s all there and usually all it takes is a quick personal message to spark a conversation.

Reaching out regularly

I just added a “Customer Contact” time box on my calendar, repeating every Friday. Maybe I’ll need more structure after a while, but my current plan of attack is to scroll linkedin messages and just say hi to someone.

So, watch out — you might hear from me twice today :)

There’s always more to learn

In every conversation there’s an opportunity to find a new idea or a new perspective. I haven’t left one customer conversation thinking “that was a waste of time for both of us.”

Every conversation is a step forward. Maybe it leads to a new product idea. Maybe it helps you kill off a roadmap items that’s lingered for months. Maybe it helps you sharpen your messaging.

Maybe it leads to a sale.

Whatever the outcome, there’s no negative to doing more customer conversations. Especially when that thought scrolls across your mind like a breaking news ticker: “We need to talk to customers again”

Make that call,

Peter

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