Remember how much you learned and gained from the "margins" of a F2F customer or prospect meeting?
You know, the few minutes before the formal agenda begins where everyone's filing in and chatting? And the last several as folks are reflecting on what was covered?
Meeting margins are where two important things grow: customer relationships and insights.
But with virtual meetings, the margins disappear right? You jump on and jump off.
Not so, according to a senior #customersuccess manager in one of my coaching sessions.
She uses several of my disruptive questions (see cheat sheet in comments) to effectively recreate the margins in the body of her virtual meetings.
These questions effectively open the conversational aperture far beyond the standard agenda. The customers talk about what's happening in their BUSINESS. And how those priorities and challenges relate to the customer's desired outcomes.
I get it - F2F meetings create intimacy with customers and prospects. But you can get similar insights and relationship benefits by asking better questions during virtual meetings too.