At a previous company I worked for, we had this one customer who seemed like she was hired into a position that she was not entirely qualified for.
This customer wrote in with questions about things that were pretty straightforward, and the volume was really high - she contacted us more than any other customer.
Flash forward to our annual customer conference, I was at one of the after parties walking around the room looking at everyone’s name tags, when I saw her. ”Oh my god, oh my god, it’s Pamela!” I stopped her like right there and shook her hand and said “It’s Ethan. It’s so good to meet you and actually talk to you face-to-face.”
It was a great moment meeting her getting a feel for the person behind the support interactions.
Every time we heard from her afterwards, the tone of our conversation was different. Meeting her brought us over to the same side of the table as her. We understood what her objectives were, what she was trying to get out of her job and our product, and how incredibly dedicated she was to making our solution work for them.
She took a lot of pride in what she did, and interacting with her ended up being really inspiring for me.