Saturday, February 28, 2015

Public Speaking Cannot Be Your Worst Fear

On Friday, I moderated a panel of Customer Success experts at ServiceRocket's first event. I had a great time, and I learned a lot.

I do not get too nervous speaking before a large crowd (It's speaking to one person...). Most people find public speaking terrifying.




I could go on.

Of course, since I am a trainer, I have had many years of practice speaking in front of people, so maybe that is why I do not get too nervous. Which is also why I do not completely understand why people are so scared of it. I really don't.

And allow me to put it into perspective, by paraphrasing a joke, I once heard a comedian tell. I cannot remember which one. Who cares? It is funny, and it conveniently makes my point.
You know they say people rate public speaking as their worst fear. Worst fear. Worse than dying.

Death. Worse than death.

Think about that for a minute. If most people find public speaking more fearful than death, it means that when that person is at a funeral, they would rather be in the casket than delivering the eulogy.
By the way, imaging people in their underwear to reduce one's nerves when speaking in public, doesn't work.

Trust me.

Monday, February 16, 2015

Guest Post: How Customer Success Can Improve Training

Two of the biggest mistakes I’ve seen vendors make when it comes to enterprise software training are: Assuming their company and products don’t need training, and not understanding the product’s actual audience.

I’ve seen the first one come from companies who like to describe themselves as “design-focused” or “product-focused.” They believe they’ve designed their products so well that they don’t need training. To be fair, the perfect product doesn’t need training … but your product isn’t perfect and it likely will never be.

The second mistake is often associated with younger B2B SaaS companies who assume that their customers are exactly like them. The problem with this thinking is that if you’re at a startup, you’re likely an innovator and a tinkerer, so you don’t need training … you’ll figure things out on your own.

[Read Full Post at]