Vous avez fait face à un revers majeur avec un client. Comment rétablir efficacement la confiance ?

When facing a major project setback with a client, I start by acknowledging the issue and taking responsibility. I communicate openly about what went wrong and present a clear plan to fix it. Offering a revised timeline and additional resources shows commitment to resolving the problem. Regular updates and transparent progress reports help rebuild confidence. By being proactive and demonstrating dedication to making things right, I can restore trust and strengthen the client relationship.

Para reconstruir a confiança após um revés de projeto com um cliente, comece reconhecendo o problema de forma transparente. Comunique-se abertamente, pedindo desculpas sinceras, se necessário, e assuma a responsabilidade pelo erro. Em seguida, apresente um plano de ação claro e detalhado para corrigir a situação, incluindo prazos realistas. Mantenha o cliente informado sobre o progresso e as etapas tomadas para evitar problemas semelhantes no futuro. Além disso, demonstre compromisso contínuo com a qualidade e a satisfação do cliente, garantindo que a equipe esteja alinhada com esses valores. Por fim, solicite feedback do cliente sobre como pode melhorar, fortalecendo assim o relacionamento.

Por lo general, puedes predecir que vas a incurrir en algún tipo de retraso, al menos, un día u horas antes de lo pactado con el cliente. Adelántate, avisa a tu cliente de esa probabilidad y asegura que vas a hacer todo lo que esté a tu alcance para cumplir con lo prometido o estipulado en el contrato. De esta forma el cliente está al tanto y no lo tomas por sorpresa. Además, le das tiempo a él para que haga sus coordinaciones con sus clientes y actividades logísticas que involucran otras áreas o departamentos de su empresa. Recuerda que todo es una cadena.

Below are my action plan in this situation Initial Response: Acknowledge the issue in a meeting with the client. Provide a transparent explanation of the setback. Recovery Plan: Develop and present a detailed recovery plan. Include clear timelines and responsibilities. Implementation: Execute the recovery plan with a focus on quality and meeting new deadlines. Provide regular updates and involve the client in key decisions. Feedback and Adjustment: Seek client feedback regularly and adjust the plan as necessary. Offer compensation or guarantees to reinforce commitment. Post-Recovery: Conduct a post-recovery review meeting. Maintain ongoing communication and support to solidify trust.

In addition to the brilliant ideas suggested so far, it is important to prepare ahead for and anticipate situations like this. What that helps a business to do is to ensure that proper Protocols, formalities and policies are adhered to from the ouset and consistently. That stance provides well documented business processes, carefully moderated interaction and a lot of vivid evidence that will help favourable negotiations in building fresh trust. In banking and financial services or internal control, one major word for that is "security". You need to secure your steps and deals. A business partner will often change their mind once the evidence shows that you are on their side and what you have in common is more than any differences.

En los negocios, ambas partes necesitan tener una comunicación abierta y transparente para que puedan tomarse las mejores decisiones y, en una contingencia, encontrar una solución viable. Realiza las preguntas correctas para obtener la mayor información sobre los procesos de tu cliente. Los negocios son como un juego de ajedrez donde ambos ganan. Necesitas ver todas las fichas para formar tu mejor estrategia. Recuerda que lo que le importa a tu cliente, igual que a ti, es no quedar mal con sus clientes y, ante cualquier contratiempo, presentar una solución.

Cuando llegue el día u horario de la entrega y, no hayas logrado solucionar, llama a tu cliente no solo con esa mala noticia, preséntale una solución alterna. (para esto tienes que tener claro su proceso, intención y plazos) Como vendedor, necesitas asegurar que tu cliente no reciba ninguna penalidad por parte de su cliente, por un problema que no pudo manejar o prevenir tu empresa.

Here’s what else to consider for "Reassure Quality": 1. Showcase Recent Successes: Share recent examples of successful projects to reinforce your team's capability and reliability. 2. Highlight Improvements: Explain any process improvements or new quality control measures implemented since the setback. 3. Client Testimonials: Present positive feedback from other clients to reassure them of your consistent quality. 4. Offer Guarantees: Provide reassurances through service guarantees or performance metrics that underline your commitment to high standards.

Here’s what else to consider for "Follow Through": 1. Regular Updates: Keep the client informed about each step of the corrective action to show ongoing progress. 2. Document Changes: Clearly record and share what has been altered or implemented to resolve the issue. 3. Check-in Meetings: Schedule follow-up meetings to review improvements and ensure client satisfaction. 4. Feedback Integration: Actively incorporate client feedback into future actions to demonstrate responsiveness.

Here’s what else to consider for "Reflect and Learn": Analyze Specifics: Review detailed aspects of the setback to understand the root cause. For example, if a missed deadline was due to unclear communication, identify what communication channels failed. Seek Input: Gather insights from your team and the client on what could be improved. For instance, ask for feedback on how project updates are shared. Implement Changes: Apply lessons learned to future projects. For example, adjust workflows or enhance documentation practices based on the reflection.

Focus on proactive engagement by regularly updating the client on progress and changes. Schedule periodic check-ins to demonstrate ongoing commitment and address any new concerns promptly. Provide transparent insights into what went wrong and the steps taken to prevent future issues. Utilize client feedback to refine processes and show that their input is valued. Building a feedback loop not only restores trust but also strengthens the client relationship for the future.