E52 - The Hardest Customer Conversations Aren’t Really About Sales

What do you do when a customer conversation doesn’t go the way you expected it to? In this episode, Heather Javier shares what years of working through complex customer conversations have taught her about handling these moments without becoming defensive, over-explaining, or feeling like you need to have the perfect answer. Heather also shares real experiences from her career, including a difficult customer conversation where she found herself caught between the customer's expectations ...