To turn the situation around, I would first address the client's concerns directly by scheduling a meeting to listen to their specific issues, ensuring I understand their expectations clearly. Acknowledging their frustrations, I would reassure them that their concerns are a priority. I’d offer a transparent update on the team's progress, highlighting completed tasks, ongoing efforts, and upcoming milestones. I would propose any necessary adjustments in the workflow or team allocation to accelerate results, leveraging my leadership to ensure better communication. Regular follow-ups would be arranged to keep them informed and engaged throughout the process.

O segredo está na empatia, depois no direcionamento e na geração de valor. Mas, normalmente, ficamos frustrados, o medo toma conta e acabamos escolhendo caminhos baseados nele.

First of all ask direct question to the client on the reason for the unhappiness. Is it due to the work or it is not having to work online. Many would immediately start to think that it is due to the virtual setup but make sure to keep an open mind as there could definitely be flaws in how the client is served

I think mis communication is a big barrier. I will love to hear the client with open heart by agreeing to his problems/challenges. And will slowly understand his perspective so that I can frame a positive response/solution with a dedicated timeline to deliver the proposed solution. So my mantra would be first listen, then react and finally deliver. This strategy will help me turn around the situation.

When dealing with an unhappy client regarding the virtual team's progress, it's important to approach the situation with empathy and action: - Let the client know you understand their concerns and are committed to resolving them. - Identify the specific issues causing delays or dissatisfaction. - Outline the steps being taken to address the problem and improve performance. - Set up more frequent check-ins to ensure progress and maintain transparency. - Reaffirm your dedication to meeting their expectations and delivering results. Addressing the issue head-on and actively working toward a solution can rebuild trust and show that you're focused on delivering value.