NLCS

Become unforgettable in any customer meeting with ChatGPT's prompts and communication frameworks.

This Week's Digest At-A-Glance

Read time 2-3 minutes

✏️ Brain Booster: The "Close door" buttons on elevators don't truly work, and why you should use the concept of "illusion of control" in your interactions with customers.

🤓 Post-Sale Breakdown: The framework I use to prep for these customer meetings

💡 To Ponder: What new ideas did you get from this resource on how you approach your work?

✏️ Brain Booster

In the good ol' U.S. of A, those "close door" buttons in elevators don’t actually work.

Because of the 1990 Americans With Disabilities Act, elevator doors are legally bound to stay open long enough for folks with wheelchairs, canes, and crutches to hop on board safely. So, why keep those pointless buttons around?

Because they make people feel like they can influence things around them.

This is the power of the psychological bias known as the illusion of control.

People tend to think they have more control over things than they really do. This makes us think our chances of winning or getting a good result are better than they are, and it makes us make up reasons why our actions lead to certain results.

And by understanding the illusion of control, you can effectively influence your customers’ behavior, leading them towards making choices that align with your recommendations.

Here’s how I’ve used it:

🤓 Post-Sale Breakdown

Step 1: I’ll prep for the meeting the day before with my account manager, and we’ll label write things out like “what outcome do we want to achieve?,” “we have 30 minutes on the calendar, how should we split up the 30 minutes?”

Here’s a sample of the Google doc that we’ll use to workshop together

Step 2: Inside the meeting structure of asking good questions, we’ll make sure to ask the customer questions such as:

“So, here’s how we understand X situation, But you tell me, what do you think we should focus on?”

“What do you need from us?”

“I like the plan you laid out. A customer of mine did something where they did 1,2, and 3. What would you like to do?”

Step 3: After the meeting is over, I will write an recap email to the customer with the opening line:

“Hi all - thanks for the chat today. Starting this thread to recap the game plan you all, myself, and [insert account manager’s name] established on the call today”

Bonus:

I use ChatGPT to outline how I’d like to open up the meeting, and then role-play with my account manager on delivering that message to make any edits

ChatGPT will give me something robotic, but I'll put it on our meeting document, say it out loud, and make a little script with my account manager. Obviously, if I say the blurb word for word on a Zoom call, I'll sound like a robot, so I'll work on my tone and delivery.

💡 To Ponder (“Knowledge is nothing without action”)

What new ideas did you get from this resource on how you approach your work? Feel free to reply back with your thoughts.

And whenever you're ready, there are 2 ways I can help you:

1. Keep an eye out for our soon-to-be-released database of hundreds of ChatGPT prompts and templates you can use to work smarter with ChatGPT and future-proof your skills. It's affordable and expensable with your learning and development budget. Prepare to succeed as a CSM without the stress or worry by crushing your workday with ease! Basically, if you are tired of being seen as your customer's personal assistant and eager to lead while working less, this database is for you. [Coming Soon - Stay Tuned]

2. Advertisers: Promote yourself to my devoted readers. [Coming Soon - Stay Tuned]

Want to win 45 minutes of free consulting? Share this message on LinkedIn, tag me, and we'll schedule a 45-minute call to discuss whatever issue I can help you with the most. (Career, Work, CSM Strategy, Life, Get to Know Me etc)

And if you have an idea for a future issue, send 'em my way.

Until next time, happy advising

NLCS