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It can be helpful to make time for concierge calls. This is when you hop on a call with a new customer and you spend about an hour with them going through and helping them get set up.

It’s good to block out time for one or two of these each week.

You can help them get set up. You can walk them through primary flows. You can answer any questions that they might have.

But it’s also a great opportunity to ask them questions.

You can also use this as an opportunity to show them a new design, or to get their feedback on a particular flow.

After the call is done, it’s good to then pass whatever you learn onto your team.

The good thing about concierge calls is that customers tend to get a ton of value out of them.

As a result, you end up feeling great.

And you get the benefit of getting design feedback from real life customers.

It’s a win-win scenario.