What do you do if your feedback to a client in CRM is damaging your professional relationship?

1 Understand the context

Before you give or receive feedback, make sure you understand the context of the situation. What are the goals, expectations, and challenges of your client and yourself? How is the feedback related to those factors? How will the feedback affect the outcome of the project or the service? By understanding the context, you can avoid giving feedback that is irrelevant, inaccurate, or inappropriate, and you can also respond to feedback that is constructive, relevant, and helpful.

2 Choose the right channel

The channel you use to communicate feedback can make a big difference in how it is received and perceived. Depending on the nature and urgency of the feedback, you may choose to use email, phone, video call, or face-to-face meeting. Generally, email is good for simple, positive, or factual feedback, while phone or video call is better for complex, negative, or emotional feedback. Face-to-face meeting is ideal for sensitive, personal, or strategic feedback. Choose the channel that allows you to convey your message clearly, respectfully, and empathetically.

3 Be specific and balanced

When you give feedback, be specific and balanced. Avoid vague, general, or ambiguous statements that can confuse or frustrate your client. Instead, use concrete examples, data, or observations to support your feedback. Also, avoid being too harsh, negative, or critical, as this can damage your client's confidence, motivation, or trust. Instead, use a balanced approach that acknowledges the strengths, achievements, and efforts of your client, as well as the areas for improvement, challenges, and solutions.

4 Listen and acknowledge

When you receive feedback, listen and acknowledge. Avoid interrupting, defending, or dismissing the feedback, as this can damage your client's credibility, respect, or rapport. Instead, listen actively, attentively, and openly to the feedback. Ask questions, clarify doubts, or request examples if needed. Acknowledge the feedback by thanking your client, expressing your appreciation, or confirming your understanding. Show your client that you value their feedback and that you are willing to learn from it.

6 Repair the damage

If your feedback has damaged your professional relationship with your client, don't panic. There are ways to repair the damage and restore trust and confidence. First, apologize sincerely and genuinely for any mistakes, misunderstandings, or hurt feelings caused by your feedback. Second, explain your intentions and expectations clearly and respectfully, and show that you care about your client's needs and goals. Third, offer to help, support, or collaborate with your client to solve the problems or overcome the challenges identified by the feedback. Fourth, ask for feedback on how you can improve your communication, performance, or service in the future. By doing these steps, you can demonstrate your professionalism, integrity, and empathy, and rebuild your relationship with your client.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?