The Power of Asking Questions

I encountered two scenarios that reinforced something we don’t talk about enough: the importance of asking questions.

In Customer Success (and in general), asking the right questions can mean the difference between a customer churning or becoming your biggest advocate.

Yet, too often, we hesitate—afraid of looking uninformed, bothering someone, or asking the "wrong" thing.

But here’s the truth: Every question is an opportunity to learn, connect, and unlock unexpected value.

Two stories that prove it:

📌 A simple ask led to a life-changing connection.

Someone needed an intro to an industry but hesitated to reach out. When she finally did, she not only got the professional connection she needed—but also made an incredible link between the connection and a long-lost family member. One question. A game-changing outcome.

📌 "Sorry if this is a stupid question…"

A friend started a question this way, only to follow up with a very relevant question, and the answers actually benefited everyone in the conversation. There was nothing “stupid” about it, just valuable information that wouldn’t have surfaced if she had stayed silent.

👉 In Customer Success, asking questions is how we understand our customers' needs, uncover hidden risks, and drive real impact. Whether it's a simple "What are your top priorities this quarter?" or "Can you walk me through your workflow?"—every question adds value.

So here’s my challenge: This week, ask the question. The one you’ve been holding back. You never know what doors it might open. 🚪✨

Have you ever had a question lead to an unexpected insight or opportunity?