I heard a talk once by Erika Villareal, she is an influencer in the Customer Success space. She mentioned you should look at Challenges as an Opportunity when you are working as a CSM or working to motivate your teams.
It got me thinking about personality types and how we view working/how we live our lives. If you are more spontaneous, like assuming risk or like a fast paced environment, you might get a thrill from challenges where as someone else could completely shut down and not operate.
I like working on a different problem each day because it keeps things interesting, and I get bored easily. Its why I’ve focused my career on fast paced fast moving companies that change often. At times it can get exhausting and burnout is no joke, but you feel so alive when you consistently solve problems for a live.
There are many different challenges a CSM or CS leader will have to face:
- Angry customer
- Frustrated customer who doesn’t listen
- Angry boss/internal fighting with other departments
- Customers that don’t pay
- Bad customer/product fit
- Broken product
- Low usage of the product
- Missing a target, short on quota attainment
The above are just some of the challenges you or your team will face on a daily basis in this type of environment. There are many different resolutions and ways to work through those problems and each is unique to each customer, product and company. When I recruit I look for the problem solving mindset of someone who is excited by the opportunities that arise during those challenges.
As always here’s what Chat GPT has to say about it:
Whether a challenge is viewed as an opportunity depends on one’s perspective and approach. In general, challenges can indeed present opportunities for various reasons:
- Learning and Growth:
- Challenges often require individuals or teams to acquire new skills, knowledge, or experiences. Overcoming challenges can contribute to personal and professional growth, presenting opportunities for learning.
- Innovation:
- Challenges can spark creativity and innovation. When faced with obstacles, individuals and organizations are often motivated to think outside the box, leading to the development of innovative solutions and processes.
- Problem-Solving Opportunities:
- Challenges provide opportunities to engage in problem-solving. Tackling complex problems fosters critical thinking and strategic planning, enhancing an individual’s or team’s problem-solving abilities.
- Resilience Building:
- Overcoming challenges builds resilience. The ability to navigate difficulties and bounce back from setbacks is a valuable skill that can be applied to future challenges and opportunities.
- Adaptation and Change:
- Challenges often arise during periods of change. Embracing and navigating these challenges can lead to successful adaptation to change, creating opportunities for growth and evolution.
- Opportunity for Collaboration:
- Challenges can bring people together to collaborate and work towards common goals. Teamwork and collaboration during challenging times can strengthen relationships and create opportunities for joint success.
- Opportunity to Stand Out:
- Successfully overcoming challenges can set individuals or organizations apart. It provides a chance to demonstrate resilience, problem-solving skills, and the ability to thrive in adverse conditions.
- Refinement of Strategies:
- Challenges offer opportunities to evaluate and refine strategies. Assessing what works and what doesn’t during challenging situations allows for continuous improvement and optimization of approaches.
- Personal Satisfaction:
- Successfully addressing challenges can bring a sense of accomplishment and personal satisfaction. Knowing that one has overcome obstacles can boost confidence and motivation.
- Opportunity Recognition:
- Challenges may reveal hidden opportunities. Examining challenges closely may uncover possibilities for improvement, optimization, or the identification of unmet needs in the market.
- Career Development:
- Overcoming challenges can contribute to career development. Successfully navigating difficulties can be viewed positively by employers and may lead to increased responsibilities and opportunities for advancement.
- Building a Track Record:
- Demonstrating the ability to overcome challenges builds a positive track record. This can be valuable in building credibility and trust, whether as an individual or as an organization.
While challenges inherently involve difficulties and uncertainties, the way they are approached and addressed can turn them into opportunities for positive outcomes. It often comes down to the mindset and perspective of individuals or teams when facing challenges.
Robert Statsky 