Account Management Secrets Episode 46: The People Pleaser Trap: Why Being Helpful Isn’t Enough
Jul 18, 2025
Chad Horenfeldt, VP of Customer Success at Siena AI and author of ‘The Strategic Customer Success Manager,’ shares insights from over 20 years in account management. He discusses the detrimental ‘people pleaser trap,’ where the desire to be liked undermines effectiveness. Chad identifies four identity traps—firefighter, entertainer, fixer, and waiter—that hinder proactive relationships. He emphasizes the importance of curiosity and frameworks like motivational interviewing to enhance trust and client engagement, ultimately transforming how account managers navigate their roles.
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Standing Ovation Yet Losing Customers
- Chad Horenfeldt received a standing ovation from customers early on but later faced churn despite being helpful.
- He realized that simply being helpful wasn't enough to prevent customers from leaving.
Four Identity Traps Explained
- Account managers often fall into four identity traps: firefighter, entertainer, fixer, and waiter.
- These roles keep them tactical and reactive, preventing strategic customer success.
Challenge Customers Proactively
- Ask disruptive questions and challenge customers to deepen understanding and manage expectations.
- Be a proactive advisor, not just a passive waiter fulfilling requests without context.
