Recently, I was at the SaaStr Annual 2016, an event in San Francisco dedicated to SaaS companies. One consistent topic I heard from successful companies is that you need a customer success function, so your clients get maximum value from your products. As I was listening, I reached out to one of my customer care managers and his response made my day.
I was simply reaching out to share my appreciation for all the great work he is doing, and he responds with: "I have your back.”
Thanks to every customer service rep out there
Being the CEO is easy if you have somebody that has your back. And if you have somebody like that, tell them thank you from time-to-time. There is somebody that gets up in the middle of the night to be available for a customer's project. There is somebody that is answering the same question over and over. And there is somebody who takes the heat when a new product feature isn't in place yet. And, of course, there is somebody that takes a customer's hand so they get the greatest value from our product—using it for which it was intended.
To all of you out there: Thanks so much! You rock!
P.S. Ertan and I talk in German, so I had to translate this for you. Here is the actual German chat: