9 Phrases Top CSMs Never Use At Work
Read time: 3 mins
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Special thanks to my Customer Success Platform partners: Customer Success Collective, ZapScale, Matik, and Skalin.
1. That’s not my job
This is what someone with a fixed mindset would say.
Doing the least effort will not get you anywhere.
The task to complete might be out of your scope but you can always consider the opportunity for yourself to be part of the solution.
Saying it’s not your job without any consideration sends your colleagues a negative signal telling them you are not a team player.
You might not be able to help directly but connect people with the right resource as you can.
This is why a great CSM has a growth mindset and always says:
“I see opportunities everywhere!”
To expand on this topic, you should read Mindset, by Carol Dweck
2. I can’t do it
There are situations where this is true.
But instead of cutting off the discussion which might come as being rude, you could simply say “I can’t do this, but here’s how I can help”
And this is a completely game-changing approach.
It sounds much more positive and enthusiastic, showing your willingness to help even though you’d be limited in your own abilities.
It’s often easier to stay in your comfort zone and not to push yourself to deliver more.
This is why great CSMs always go the extra mile rather than sitting back and waiting for things to happen.
3. I wanted to do so, but …
Guess what? It’s now too late. It happened already.
In life as at work, you can’t control things that happen to you. But you can always control how you react to a given situation.
So rather than finding excuses, you should acknowledge the situation and suggest plans to move forward.
Remember: winners always have a plan, and losers always have an excuse!
4. We’ve always done it this way
This is one of the most dangerous phrases you could ever make.
It’s against all human creativity, innovation, improvement, and most importantly, your own growth!
You must therefore question the status quo at all times and always be on the move.
Einstein once said: “life is like riding a bike. You must move to keep balance.”
So keep moving on! Onwards and upwards!
5. I’ll try
This one is tricky and usually brings mixed feelings.
It’s like saying you didn’t want to do it but accepted it anyway because you just couldn’t say “No”.
But getting stuck right in the middle of a choice is not what you want.
Instead, stop wasting everyone’s time.
Just do it, or simply don’t!
6. It’s not fair
Sure. But that’s how things often are in life.
Now you’re a professional and this kind of judgment should be left far behind.
If you have something to say, ask for a meeting to review it.
And as Jim Rohn once said: if you are not happy with where you are, change it. You are not a tree! (Listen to his epic personal development talk here)
So stop complaining.
And start taking action instead!
7.
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