Customer Success Professionals · situation guide
Walk a customer through a task, discuss obstacles to rollout, and agree manageable next steps.
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A team may have agreed to a rollout without knowing how to complete its next action.
Vocabulary for this situation
Guide someone step by step
To guide someone through something step by step, in order, so they can follow it — and often act on or reproduce it themselves — rather than just telling them the outcome or a single fact.
“I'll walk you through the next step once we know which screen you're on.”
Usage note: Match the explanation to where the user actually is.
Practice “walk through” →Describe support for a plan
The willing commitment of people whose cooperation a plan, decision, or change depends on—not just their formal permission.
“We have the sponsor's buy-in, but the team still needs time to practise.”
Usage note: Support for a plan is different from completed adoption.
Practice “buy-in” →Discuss carrying out a commitment
To take the actions needed to complete or honor something already promised, intended, or started.
“We need to follow through on the training we promised.”
Usage note: A promise is not yet the action needed to fulfil it.
Practice “follow through on” →Communication sequence
I'll walk you through the next step once we know which screen you're on.
We have the sponsor's buy-in, but the team still needs time to practise.
We need to follow through on the training we promised.
Common mistakes
Related guides
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