You're facing product performance discrepancies with a client. How do you effectively address the situation?

1. First and foremost, acknowledge the gap. Understand how it is impacting the customer based on your discussion with them. 2. Detail out customer pain points and share with internal stakeholders (Sales, Customer Success, and Product Engineering team) 3. Coordinate a risk mitigation plan with internal stakeholders. At this stage, be certain to have an ongoing discussion with the customer about the proposed action plan. 4. Establish accountability internally and conduct regular product review calls. Collaborate with product engineering team if needed and share feedback to reduce turnaround time. 5. Track feature releases and organize demos with customer, highlighting the finetuning/customization in the product to suit their needs.

When a client reported performance issues with our product, I immediately acknowledged their concerns during our first call. I assured them that their issue was valid and that we would work diligently to resolve it. This helped in setting a positive tone and showed that we were committed to addressing their problem.

1.You let the customer know you are sorry for their issue. 2.You reach out to your warranty department if you have one. If not you become that department. 3.You notify your team off the situation. More heads are better than one. 4. You go onsite or inspect product yourself at store. 5. Keep in constant contact with your customer. Following up even though someone else maybe handling the situation for you. This is key in customer relations. 6. As my manager would say. "Keep Smiling and Dialing" Chad Anderson Sales Specialist LL Flooring Auburn Hills, MI

I collected detailed information from the client about the performance discrepancies, including specific scenarios where the issues occurred, error messages, and system configurations. By gathering these facts, I was able to diagnose the problem more accurately and determine whether it was a product issue or a configuration error.

Step 2 - Detail out customer pain points and share with internal stakeholders (Sales, Customer Success, and Product Engineering team)

Understand the issue. Know that each client's needs are unique and that what you have done in the past may not be applicable in this case. Do you absolute best have them paint the picture of what the end result is they desire. Deliver on that and you win every time.

I provided the client with a clear and structured update on our findings and the steps we were taking to resolve the issue. I used simple, jargon-free language to ensure they understood the situation and our proposed actions. This transparency helped in managing their expectations and reducing any frustration.

Step 3 - Coordinate a risk mitigation plan with internal stakeholders. At this stage, be certain to have an ongoing discussion with the customer about the proposed action plan. Step 4 - Establish accountability internally and conduct regular product review calls. Collaborate with product engineering team if needed and share feedback to reduce turnaround time.

After diagnosing the issue, I presented the client with potential solutions, including any necessary fixes or workarounds. I also explained the benefits and potential impacts of each option. For instance, if a performance tweak was needed, I detailed how it would enhance the product’s efficiency and what changes they could expect.

I scheduled follow-up meetings to check on the progress after implementing the solution. During these follow-ups, I asked for their feedback on whether the issue had been resolved to their satisfaction and if there were any new concerns. This proactive approach demonstrated our commitment to their success and ensured that the problem was fully addressed.

Beyond resolving the immediate issue, I focused on building a stronger relationship with the client by regularly checking in on their overall satisfaction and offering additional support. By maintaining an open line of communication and showing that we valued their partnership, we were able to foster a long-term, positive relationship.