If you’re familiar with the expression “fake it ‘til you make it” consider adopting it as one of your Customer Success tenets.  Training your customer-facing employees to bend the truth a little can help you reap amazing business results.

Here’s why:

  1. Some customers want quick results. For these customers, some answer, regardless of its validity is key.  Customers appreciate that you provided fast, responsive service.
  2. Because customers don’t know your products as well as you do, they really won’t spot that you’ve given them an inaccurate response. When they contact your company, your position as a presumed product expert will give you extra latitude to supply “help.”  Only later will customers figure out that you were unhelpful.
  3. McKinsey says that winning companies turn creativity into business value and growth. “Faking it” reflects true creativity and will deliver improved business results.

No, the pivot point is NOT to lie to your customers… this is just another April Fool’s post.  All customers want exactly the opposite.  They want accurate responses from companies they trust to have their best interests at heart.

But if that still doesn’t work for you…

Sincerity is the key to success. Once you can fake that, you’ve got it made. – Groucho Marx

Faking It – A Path to Customer Success
Tagged on:     

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.