Here's how you can transform a failed customer relationship into a successful one in technical sales.

Agreed. Even if there is no ‘solution’ or the solution is not one the client wants to hear. Acknowledging the issue, listening to their point of view, and being genuinely empathetic goes a very long way. Many times, the client will understand that the outcome may not be ideal for them, they want (and need) to be heard.

We talk about taking responsibility in many ways but a simple “ I’m sorry” goes a long way. If it’s not from the heart then don’t say it. I appreciate honesty and the apology will garner you a fresh start many times.

Nessas situa??es, devemos assumir logo a responsabilidade por quaisquer falhas e entender as queixas do cliente. Validar suas preocupa??es cria um ambiente de confian?a e mostra que você valoriza sua satisfa??o. Use essa oportunidade para abrir um diálogo sobre suas necessidades e expectativas. Primeiro temos que resolver as pendências do passado e problemas existentes para ganhar uma chance de vender novamente ao cliente e expandir o relacionamento. Transparência e proatividade s?o fundamentais para transformar um relacionamento fracassado em um bem-sucedido.

Na minha vis?o, o reconhecimento do problema, ou da "dor" do cliente é a base para uma solu??o focada e pontual para a resolver a situa??o, e inclusive para iniciar um relacionamento a longo prazo, uma venda técnica é como uma consultoria.

I think these can be overcome by knowing the technical capabilities of your products and not 'over selling' your service. First thing you need to do is open the dialogue with an apology and then discuss the with the client their priorities and what they feel are the important features.

Después de reconocer la pérdida del paquete, es esencial ofrecer soluciones tangibles. En este caso, debes presentar un plan claro para remediar la situación. Asegura al cliente que un equipo rastreará el paquete perdido mientras se envía un reemplazo urgente. Además, comprométete a mejorar los procesos de envío para evitar futuros problemas. Proporciona actualizaciones diarias sobre el progreso y ofrece servicios de soporte adicionales para garantizar su satisfacción. Mostrar proactividad y dedicación reforzará la confianza del cliente en tu compromiso con su éxito.

The most important things in rebuilding trust in a failing customer relationship are : 1. Make sure to honour your commitments, by doing what you say you are going to do, when you say you are going to do it. This will give your customer confidence in you and build an obligation to honour any commitments that they have to you. 2. Stay in constant communication, and even over communicate if you are unsure. It is very unlikely that a customer will complain of receiving too much relevant information. However, if they do not have enough information, this could remind the customer why the relationship was failing in the first place.

Rebuilding trust is a journey. You must prove you are listening to your business partner. You must acknowledge thier concerns plus voice any you have. Trust is a two way street and requires you exceed expectations while constantly communicating the desired outcome. It will take time, so don't expect a miracle. It will come with only if you work at it.

Trust is key in a good business relationship. Once it’s lost, that’s when you lose the customer or they want a different rep or Brand Ambassador. For me trust comes from transparency. Hide nothing. Now I am one who does not believe the customer is always right. Believe me they are not. But if you tell them in a very honest way most of the time they will appreciate you. I have found that to be true.

Tras la pérdida de su paquete, nos enfocamos en reconstruir la confianza de Comuniqué de inmediato la situación a Juan, el gerente, reconociendo el problema y asumiendo la responsabilidad. Le aseguré que un equipo rastrearía el paquete mientras enviábamos un reemplazo urgente. Establecimos expectativas claras y cumplimos todas nuestras promesas. Proporcioné actualizaciones diarias sobre el progreso, mostrando transparencia y compromiso. También revisamos y mejoramos nuestros procesos de envío para evitar futuros problemas. Con acciones coherentes y comunicación constante, demostramos nuestra dedicación a recuperar su confianza y garantizar su satisfacción.

Para mejorar el compromiso tras la pérdida del paquete, implementamos revisiones periódicas con Juan, el gerente. Proporcionamos actualizaciones regulares sobre nuevas funciones y servicios que podrían beneficiarlos y estuvimos disponibles para responder cualquier pregunta. Nos posicionamos como socios valiosos, mostrando un interés genuino en sus objetivos comerciales y demostrando cómo nuestros servicios pueden contribuir a su éxito. Este enfoque proactivo y dedicado fortaleció nuestra relación y convirtió una situación desafiante en una oportunidad para colaboración más sólida y a largo plazo.

Para asegurar la satisfacción, tras la pérdida del paquete, mantenemos un seguimiento constante y personalizado con Juan, el gerente. No se trata solo de enviar correos automáticos, sino de comunicarnos de manera empática y comprensiva. Pedimos sus comentarios regularmente y estamos listos para realizar ajustes adicionales según sea necesario. Esta atención continua demuestra nuestro compromiso con su éxito y fortalece nuestra relación como socios estratégicos a largo plazo.

After 40 years of dealing with the general public, unfortunately the customer is not always right and as a retailer it may be tough, but you have to stand your ground. Back in the 70’s when you went to the cinema there was a message after the show. This has stuck with me through out my life. “ you can’t please all of the people all of the time, but you can try and please most of the people most of the time” That’s retail!

True, the customer is not always right, however, are you??? Tough conversations will happen. Be honest and true to yourself. Don’t let the customer tell you how to run your business and don’t try to tell them how to run theirs. There is a middle ground and if you have built a PARTNERSHIP and not a vendor/customer relationship, it will be apparent to both sides that the solution will be obvious and will have the potential to really be a win-win (which is rare but always within reach) but remember that a ‘win-win’ isn’t always reachable