Managing "Meh" from Customers

Turning Indifference into Engagement

Transform apathy into advocacy with actionable strategies to turn customer indifference into meaningful engagement

Ever encountered the dreaded "meh" response from a customer? It's that indifferent shrug, the lukewarm feedback that leaves you scratching your head, wondering where the enthusiasm went. Fear not, fellow CX Engagement Enthusiasts! Even the most apathetic contacts can be transformed into a champion with the right approach. Let's explore some strategies for managing those "meh" moments and turning them into opportunities for engagement.

Active Listening and Unmasking the "Meh"squerade

When a customer responds with "meh," it's not a dismissal; it's a signal to lean in and listen actively. Break out that decoder ring and work to decipher their cryptic message. Dig deeper to uncover the root cause of their indifference. Sometimes, behind the mask of indifference there’s valuable feedback waiting to be unearthed. 

Ask open-ended questions, probe gently, and listen intently. You might discover that the "meh" stems from a misunderstanding, an unmet need, or simply a case of the Mondays. By actively listening, you show your customers that you genuinely care about their experience and are committed to finding solutions that resonate with them. Remember, sometimes the most valuable insights are hidden beneath the surface, waiting for a patient listener to uncover them.

Empathize with their Challenges

Your customers are human beings, not just faceless entities on a spreadsheet. They have their own challenges, frustrations, and priorities. When faced with a "meh" moment, take a moment to shift perspectives and see the situation from their seat. Try to understand their view and empathize with their situation. Taking a step back from the business conversation to check in and see if they’re in a place to discuss their progress can go a long way.

Maybe they're overwhelmed with competing projects, dealing with internal politics, or simply having a bad day. By demonstrating empathy and acknowledging their challenges, you build trust and create a space for open communication. And a little understanding can turn that apathy into a relieved sigh and a willingness to collaborate. After all, everyone appreciates a good listener who understands where they're coming from.

Don't Wait for the "Meh" to Morph into a Monster

Waiting for customers to express dissatisfaction is like waiting for a pot to boil over – a little attentiveness could have prevented a big mess. Be bold! Take the proactive approach and regularly check in on their satisfaction levels directly. Schedule those follow-up calls, send those personalized emails, and ensure they feel valued and heard. It's like tending to a garden; a little proactive care can prevent weeds of discontent from taking over. 

Remember customer woes aren’t additive, they are exponential. By staying ahead of the curve, you can address indifference or hesitation before it snowballs into a full-blown churn alert. Some proactive communication can go a long way in fostering long-term loyalty and building an authentic relationship.

Ditch the One-Size-Fits-All Approach

Unless your product is socks, one size will not fit all, and really, generic solutions are about as engaging as a plain white sock. To truly wow your customers and banish the "meh" for good, you need to tailor your solutions to their specific needs, goals, and preferences. The right “fit” should make them feel confident and empowered.

Take the time to understand their pain points, their goals, and their unique challenges (again, use that active listening). Then, craft solutions that address those needs directly. This isn’t to say you don’t use your learnings from other customers, and that should be used to show your expertise to your customer. Matching the right solution to the right customer need shows your customers that you're not just going through the motions; you're genuinely invested in their success.

Don’t Stop the Continuous Improvement

Every "meh" moment is an opportunity for growth and improvement. Instead of dwelling on the negativity, view it as a valuable learning experience. Gather feedback, analyze the situation, and identify areas where you can refine your approach. It’s like adjusting a recipe; look at what you need, what you have, and what is good, then make your adjustments accordingly.

Maybe your QBRs need a bit more glitter, or your training needs to be both verbal and visual, or your communication style needs  to use more phone calls (ewwww!) By embracing a mindset of continuous improvement, you'll turn those misalignments into moments of bliss, constantly evolving and exceeding your customers' expectations.

It’s Not You, It’s “Meh”

Early in my career I ran into a client who didn’t like me. They had received the boilerplate letter in the mail with my super generic introduction, the necessary legal authorization forms, some glossy brochure about our services - nothing crazy. I kept calling and calling to get them scheduled for the next steps, get the authorization back, anything - no joy, Maverick! Then my boss received a letter saying they would not engage with our company until I was no longer involved because (cue drum roll) they didn’t like my name. That was it … my name.

Some customers are not for you, and that’s ok. In those instances it’s time to work with your leadership to bow out gracefully. I was fortunate to have a great leader who reminded me that I was great at my job and it was the client’s loss, but not everyone will have that. Use the advocacy skills your customers benefit from for yourself and talk to leadership about if this customer would be better served by a colleague, or not at all. Don’t let unprofessional customers push you outside of who you are. As my sister always says “go where you’re celebrated, not where you’re tolerated.

Now You’re Ready to Go From "Meh" to Marvelous

"Meh" moments are inevitable, but they don't have to set the tone for the customer relationship. By practicing active listening, empathy, and proactive communication to craft customer-centric solutions, you can transform indifference into engagement and turn those "meh" moments into memorable successes.

Every interaction with a customer is an opportunity to create a positive experience, to build a lasting relationship. So, the next time you encounter a "meh," don't despair – you can turn that critic into a raving fan. Embrace the challenge, unleash your CX superpowers, and watch as that indifference disappears.

Guest Post by Virginia Bloom

Virginia Bloom is a passionate customer success leader and equity enthusiast who thrives on building strong relationships and driving positive change. She brings a wealth of experience to every client engagement, with a proven track record of managing post-sales teams, driving renewals and upsells, enhancing cross-functional collaboration, and developing customer-centric playbooks that deliver tangible results.Virginia is deeply committed to fostering a culture of continuous learning within her teams and believes that embracing diverse perspectives is crucial for achieving success. She has a knack for identifying and nurturing "hidden stars" within CX teams, empowering those on the front lines to contribute their valuable insights and become champions of their own success. Virginia firmly believes that innovation, fueled by compassion, is the key to unlocking exceptional customer experiences and lasting business success.

Virginia Is a Success in Black contributing writer and member, come join her and others as part of the SIB Community. Apply to Join SIB