Mission Operations Engineering | Support Trips
- John Moors
- 7 hours ago
- 3 min read
Introduction
This is, perhaps, one of the most critical parts of product support, customer success, and MOE. How you plan, execute, and debrief from an onsite support trip can have ripple effects with the client, your brand image, and your team.
From being on both sides of training visits, I've been watched a team flounder in front of a client or showcase the kind of earned confidence that cements the relationship well into the future.
How does your team show up? Is it with cookie-cutter training that could have been done on a call? Or will it be tailored to their actual application? Will you know what you're getting into before you step off the plane? No matter how the visit goes, how does your team make sure all info is saved and actionable?
The above pyramid is not so much a list of nice-to-haves. It's a lineup of likely suspects for whenever a trip doesn't go smoothly. Almost always, one of these got left behind. I also think this diagram illustrates that the amount of work gets smaller with every step.
Prep Internally
Why is this trip happening? What's unique about an onsite presence and how do you capitalize on that (rather than replicating a video call)? This trip should be discussed long after initial sales discussions and onboarding, so the likely scope can be discussed at this phase. What can we agree to? Where do we draw the line? Who should go or be on standby? Finally, what tools (software or hardware) need to be available, checked, and packed well before the trip?
Plan With the Client
Not onsite. Not on the plane over. Touching base well before the trip makes sure everyone's on the same page and you know what to expect. Want to show up prepared and professional? Don't wait until you're onsite with no internet service and finding out they have a question you can't answer.
By doing #1 and #2, you've also accomplished something for you and the client: The Return on Investment.
Onsite Agility
Lots of folks like to boast how well they can improvise or "roll with the punches" onsite. Sometimes, it even turns out they can. But nothing says you don't value a client's time like waiting until they've blocked off their schedule to ask what it is they need.
Being agile is essential, no question. But whenever I've seen someone get bombarded with questions and "roll with the punches", it's come from solid prep and learned contingencies.
And sure, planning isn't everything. Will the visit go 100% to plan? Of course not. But try to guess your way through it and the client will notice.
Debrief
Document, document, document. What did you agree do, what did you learn, what does their network look like, all of these are easy to discuss in the moment and easy to forget. Especially if you travel frequently. So jot it down, discuss with the team. You can't afford to lose the info.
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