In a previous role, I supported a customer who struggled to navigate the interface of a project management tool we were promoting. The customer was frustrated with setting up tasks and deadlines and felt overwhelmed by the platform’s layout, which affected their overall experience and willingness to continue using the tool.To help, I scheduled a one-on-one call, where I walked them through each feature step-by-step, starting with the basics and gradually building up to more advanced functions. I shared screen recordings and a custom “quick-start” guide with clear visuals that they could refer back to at any time. I also gave them a few practical tips tailored to their specific project needs to make their workflow more intuitive.After a few follow-ups, the customer felt much more confident and even shared that the tool was now helping them stay organized and on track. This experience taught me the value of patience and personalization when assisting users, as well as the impact of breaking down complex features into manageable steps.

To build a relationship with someone actively using Firmograph’s product but who hasn’t directly interacted with me, I would begin by establishing a connection through a personalized LinkedIn message. My goal would be to acknowledge their expertise with our product and express genuine interest in hearing about their experience, framing the conversation as an opportunity for us to learn from their insights. I’d emphasize how valuable their feedback is to our product’s growth and to better serving their needs.If they respond, I’d gradually engage by sharing specific tips and tricks related to the product, tailored to their role or usage patterns to offer immediate value. This would not only establish rapport but also position me as a supportive resource. As trust builds, I would invite them to a meeting with the VP of Growth, highlighting how the conversation could directly influence product improvements that benefit their use case. Throughout, I’d ensure our interactions remain respectful, authentic, and focused on enhancing their experience with Firmograph’s product.