Since everyone on our team has their favourite sport—whether it’s cricket, footy, or sailing—we asked around the office to reflect on some of Australia’s greatest sporting moments. The result? A collection of legendary tactics to inspire Customer Success Managers to lead the way in the machinery service industry and deliver world-class customer experiences.
Here are five pep talks to inspire your next move:
1. Play the Long Game like The Lions
“Let’s talk leadership. Remember the Brisbane Lions from 2001 to 2003? Three premierships in a row, led by Michael Voss. He wasn’t just there for the glory—he was the bloke pulling the team together, making sure everyone knew their role and gave their best.
As a Customer Success Manager in the machinery service industry, that’s your job. It’s not just about building relationships with customers—it’s about leading the whole team to make customer success everyone’s priority. From the service crew maintaining critical equipment to the accounts team handling smooth invoicing and the warehouse ensuring parts availability, you’ve got to get everyone working towards the same goal.
Voss didn’t win those premierships on his own, and you won’t either. But by setting the tone, leading by example, and making sure every part of the team is aligned, you can build the kind of long-term trust with customers that set your machinery service company apart.”
2. Set the Tone, Adjust and Tie
“Back in the late 1990s and early 2000s, the Aussie cricket team was unstoppable. Legends like Adam Gilchrist, and Ricky Ponting didn’t just rely on skill—they had communication down to an art. The bowler set the tone, the fielders adjusted, and the wicketkeeper tied it all together. Everyone knew their role, and they executed as a unit, outsmarting their opponents with precision.
In machinery servicing, seamless communication is just as crucial. Your technicians in the field, customer service reps, and warehouse staff all need to stay connected, ensuring visibility and accountability across the board. With the right systems, you can provide real-time updates, streamline workflows, and keep the customers informed every step of the way.
Adam Gilchrist
One star player doesn’t win cricket—it’s a team effort. And when everyone’s on the same page, delivering excellent service becomes as smooth as a bowler hitting the perfect line and length.”
3. Learn To Navigate Challenging Waters
“The Sydney to Hobart Yacht Race is one of the toughest sailing challenges in the world, and winning it takes more than just a great crew. Wild Oats XI is a perfect example of how cutting-edge technology can give you the edge. With a canting keel to optimise speed and balance, and a navigation system delivering real-time updates on weather and sea conditions, the crew could adapt quickly and make strategic decisions that kept them ahead.
In the machinery service industry, your tools are CRMs, predictive maintenance platforms, and inventory management systems. These are the technologies that let you track customer interactions, anticipate needs, and keep critical equipment running smoothly.
Just like the Wild Oats XI crew relied on their gear to navigate challenging waters, you can leverage tech to predict maintenance schedules, reduce downtime, and deliver proactive, customer-focused service that’s always ahead of the curve.”
“We do so much training and preparation and we are pretty good on our boat, but there’s a lot of activity around us.”
Cameron Baillie
Mid Bowman, nine Sydney to Hobart races.
4. Know Your Fans and Win Them Over
“The Melbourne Cup has seen its share of legends, but Phar Lap stands out as one of the greatest. With his jockey, Jim Pike, Phar Lap didn’t just win races; he connected with a nation. Jim and Phar Lap raced hard, stayed honest, and earned the trust of everyone who cheered them on.
In machinery servicing, it’s about knowing your customers the way Phar Lap’s team knew their fan base. Regular updates, detailed service reports, and celebrating milestones—whether it’s a major repair finished ahead of schedule or consistent maintenance that prevents downtime—go a long way in showing your customers they matter.
Like Phar Lap, your service speaks for itself. Be proud of what you deliver, stay honest, and use tools like automated workflows and customer portals to keep clients informed and engaged. When you do that, you’ll stay top of mind and keep them coming back.”
5. Train Hard, Play Hard
“Let’s finish with Ian Thorpe. The bloke wasn’t just a natural talent—he worked harder than most to stay on top. At 17, he was already smashing world records. His training included intense sessions like 12 x 100m pull sets, averaging 57-58 seconds each, and 5 x 100m kick sets, all done at 1:01. And even after taking a break from swimming, Thorpe returned with a rigorous regimen of 20 gruelling sessions per week to regain his fitness and reclaim his place.
As a Customer Success Manager, that’s the mindset you need. Look at what’s working and what’s not, and always aim to improve. Get feedback from your customers, invest in training for you and your team, and embrace every challenge as an opportunity to sharpen your game.
Thorpe didn’t settle for being good—he aimed for greatness. And if you adopt that same approach, you’ll keep your customers happy, your team sharp, and your machinery service operation running like clockwork.”
Ian Thorpe
Feeling Fired Up Yet?
At Klugo, we know it’s you who runs the show—not just the CRM or the ERP. That’s why we’re here to support your career and help you elevate your customer experience game. Whether you’re already a customer or just exploring how to take your service company to the next level, we understand the unique challenges of the machinery service industry.
We’re not here to implement software—we’re here to coach you on how to leverage technology to its full potential. Let us be part of your team and help you lead your business to victory. Let’s make it happen together.
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