I often talk about how raising a child with Down syndrome has made me a better person - but I rarely stop to think about some of the less obvious ways it has impacted my career. As the year comes to an end, I was thinking about where some of my experiences of raising Ellie have crossed over with my career and made me better at helping customers. Here are some of the key areas I could think of - but I'm sure they are many, many more! Chime in if you can think of others that have helped your growth! 1. Understanding Unique Needs In customer success, catering to a clients unique needs helps set you and the customer up for a successful relationship. Similarly, raising Ellie requires a deep understanding of her unique needs. Both require personalized care and solutions. Understanding where a client is coming from and adapting my approach is critical - a skill set I've spent 8 years of fatherhood perfecting! 2. Building Trust and Communication Trust and communication are key in both areas. Building strong relationships with customers and overcommunicating helps establish trust and confidence in my ability to support them - similar to the trust and communication needed to help Ellie develop. When done correctly, it ensures that both feel supported and heard - even when delivering a less than desirable message. Progress doesn’t happen overnight in either case, but with consistent effort, it’s incredibly rewarding. 3. Emphasizing Patience and Long-Term Commitment In today's fast paced world, people want instant gratification. Success in a customer relationship, just like raising a child, takes time and patience. Setting appropriate expectations and being flexible to meet adapting needs helps ensure a customer sees successful outcomes, even if not on their desired timeline. That transparency and patience is critical - as immediate outcomes aren’t always attainable, but the focus remains on long-term success and development. 4. Advocacy and Support As a parent, it often feels like all I do is advocate for my child - I want the best for her in every outcome, and advocating for her success helps her knock down barriers. This is expecially true in customer success - as I find myself advocating for product enhancements, changes or a specific need for a customer. Being that go to advocate who can get results and fight for a clients needs sets you a part in customer success. Now, would I say the only reason I am successful in my current role is due to my experience raising a child with special needs? Absolutely not - but I do think the parallels have helped set me up for continued success in this space! Ultimately, both roles remind me that success takes time, but the rewards — seeing growth, progress, and achievement — are worth every ounce of effort.
Great advice! Very special!
Well said Ben! I know first hand that this truly how you deal with customers and am sure that Ellie helps in every way!
Beautiful reflection
I would add Active Listening & Creative Problem Solving - you are so good at that!
Wonderfully said, Ben! All great perspective and I think we can all take a page from your book!
Ben I can truly say I am lucky to have you as my leader! Thanks for all you have done and continue to do!
Marketing Director
1wSuch beautiful and profound perspective. Thanks for sharing and reminding us about why all this matters.