Your worst nightmare | Ep. 130

[Rob] (0:00 - 0:21)

So customers going down in usage, gives you negative feedback, low NPS. I don't know if you know what NPS stands for, it's like GTL, but the customer success version. DJ Bobby Z uses playbooks when leading a set.

Leading a set? I don't even know, do you lead it? Is that a thing?

I don't know, whatever, anyway.

[Dillon] (0:36 - 1:21)

What's up lifers and welcome to The Daily Standup with lifetime value, where we're giving you fresh new customer success ideas every single day. I got my man DJ Bobby Z with us. DJ, can you please say hi?

How you doing? What does that say, Robert? You have a ring, a two finger ring, is it?

That says Robert? Incredible. And I am your host, my name is Dillon Young.

DJ Bobby Z, everybody has abandoned us, it's just you and me for our very spooky, very thematic Halloween episode. Hey, for anybody who's not watching the video, DJ Bobby Z, can you please explain your get up, your visual?

[Rob] (1:22 - 1:36)

Yeah, how you doing? This is DJ Bobby Z from Staten Island. I'm a very successful DJ, as everybody knows.

Yes, you have to look at my mother, I do love her.

[Dillon] (1:40 - 1:54)

I have to say, DJ Bobby Z, I respect the grind, but you are missing the T in GTL. It's okay. It's okay.

[Rob] (1:54 - 1:58)

Yeah, it's getting chilly out. It's getting chilly. Let the bass go.

[Dillon] (1:59 - 2:59)

Okay, so in that, you did nothing to explain what you look like. So I'll do it for you, DJ Bobby Z. I know that maybe words aren't your, they're not your forte.

So for all of our listeners, DJ Bobby Z is wearing a headband that is pushing up his very Italian hair. He's got on some sunglasses from what appear to be 2009. They wrap around, really, so there is no Ferrari getting, I couldn't tell you a Porsche Ferrari.

Okay. And there was an Italian flag hanging behind him. He's got a gold chain with a dollar on it, one single dollar sign.

And he's really embodying the Jersey Shore. It looks fantastic. DJ Bobby Z, would you like to explain to the audience what I look like?

Maybe you could do better with this. It's quite simple.

[Rob] (2:59 - 3:12)

Yeah, my friend Dillon here, he looks like a student. He's got on some animal hat. What is that?

It looks like Oscar the Grouch. I think he's Oscar the Grouch.

[Dillon] (3:14 - 3:43)

Wait, so you really didn't actually know what this was? It's the only green fuzzy. I'm very educated.

I'm very educated. A brown unibrow. I'm very educated.

He's grouchy like me. It's perfect. DJ Bobby Z, this is just you and me.

I have one simple question for you on this very spooky holiday. DJ Bobby Z, I want to know, what is your biggest nightmare in customer success?

[Rob] (3:44 - 3:50)

My biggest nightmare. It's a good question. It's a good question.

I got to think about this one.

[Dillon] (3:55 - 4:03)

All right, DJ Bobby Z. As I eat my ice, because I didn't think you were going to bail out on me, I'll go first. You ready?

[Rob] (4:04 - 4:05)

Let's do it.

[Dillon] (4:07 - 4:50)

You join a company, or maybe you've been there for a little while and this is ongoing, but when you learn that you have no data at your fingertips for which to serve your customers, for which to better learn about your customers, that's my biggest nightmare. Because you want to talk about a hurdle to proactivity, it's the lack of data. What do you think about that?

Tell me, when you don't know the audience that you're going to be performing your DJ set for, is that difficult for you? You can't set up the musical journey.

[Rob] (4:50 - 5:03)

First of all, I always understand my audience because they're my people. I feel them from the bottom of my heart, but I will say it's a good point to bring up.

[Dillon] (5:04 - 5:10)

You only perform in a 30-mile strip on the coast of New Jersey, right?

[Rob] (5:10 - 5:11)

That's true.

[Dillon] (5:11 - 5:17)

Right. They're all the same. Okay.

I bring up a good point. Go ahead, DJ Bobby Z.

[Rob] (5:18 - 5:50)

That's a good point. Honestly, Rouch, I think if you don't got the data, you're going to be having problems. I'm going to like problems.

But I will say, even if you have the data, you're going to have problems if you don't have playbooks. You're going to need your playbooks to know what to do in different situations. If a customer is going down in usage, it gives you negative feedback, low NPS.

I don't know if you know what NPS stands for. It's like GTL, but the customer success version.

[Dillon] (5:53 - 5:55)

You got to know what to do. Equally as ridiculous too.

[Rob] (5:57 - 6:09)

DJ Bobby Z uses playbooks when he's leading a set. Leading a set? I don't even know.

Do you lead it? Is that a thing? I don't know.

Whatever. Anyway.

[Dillon] (6:10 - 6:46)

I know. You are just such a natural performer. The words don't come to you on what it means to do your job.

You just get out there and you just- We let Avicii speak for us. Of course it was Avicii. Yes.

Rest in peace. Okay. That's a good point you make.

The data is a fantastic tool and it supercharges the customer success, their ability to do their job, but there is a way to do it manually in a lot of cases. You can slap some stuff together. Okay, fine.

I'll give it up. DJ Bobby Z, what is your biggest customer success nightmare?

[Rob] (6:48 - 8:00)

I think I'm thinking about monsters. I'm thinking about Churn monsters. Right.

Remember these Churn monsters? If you can't see, keep tuning in. Churn Zero, my friends at Churn Zero, future potential sponsor, Churn Zero.

They distribute these cards that I think are so useful for categorizing Churn. There's customers who are disengaged. That's one type of monster.

There's customers who are acquired. That's a type of Churn monster. Customers who are cash strapped.

And I think on the note of playbooks, a lot of times we don't know what to do in these situations. These cards are super helpful, by the way. They give you a little play to run on the back.

Some situational tactical advice that you could put into practice right away. But I think part of the problem, part of the reason we have nightmares in customer success is because we forget that this has been done before by other companies that have faced the same situation. We think we're the first company that's ever had a cash-strapped customer or had a customer escalation or had a feature request or whatever.

And this is the thing that helps me sleep at night. These cards.

[Dillon] (8:04 - 8:19)

Okay. First, I want to address the elephant in the room here, which is somehow in the middle of this conversation, you lost your accent or you became a more refined version of yourself, DJ Bobby Z. I found that terrifying.

[Rob] (8:19 - 8:20)

I'm a very sophisticated guy.

[Dillon] (8:25 - 8:30)

Your nightmare is in thinking that we have to always reinvent the wheel. Is that what it is?

[Rob] (8:31 - 8:39)

No, it's the surprise Churn. It's the Churn monsters. The Churn monsters keep me up and it's when they surprise me that I really don't like them.

[Dillon] (8:39 - 8:41)

Hmm. Surprises.

[Rob] (8:41 - 8:42)

Yeah.

[Dillon] (8:42 - 9:09)

Understood. Well, hey, DJ Bobby Z, thank you so much for finding time in your touring schedule and your laundry schedule to come and join us, chat with us, grace us with your pale, pale presence. It's been an absolute blast.

Please. Thank you. Come back in the future.

Take it easy. Be good.

[Voiceover] (9:12 - 9:47)

You've been listening to The Daily Standup by Lifetime Value. Please note that the views expressed in these conversations are attributed only to those individuals on this recording and do not necessarily reflect the views and opinions of their respective employers. For all inquiries, please reach out via email to Dillon at lifetime value media dot com.

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