Here's how you can manage negative feedback from clients in a technical sales role.

Listen Carefully Give the client your full attention and let them express their concerns without interruption. Show empathy and understanding to acknowledge their feelings and frustrations. Take notes to ensure you capture all the details of their feedback.

Analyze Objectively Separate emotions from facts to gain a clear understanding of the issue. Identify patterns or recurring themes in the feedback to pinpoint underlying problems. Assess whether the feedback is actionable and within your control to address.

Responding appropriately might require involving technical experts or management. Don't hide and fear calling your team for help, your goal is to take care of an important customer. It's always easier to keep a customer than to have to get a new one or have to rebuild trust.

Respond Appropriately Thank the client for their feedback and apologize for any inconvenience caused. Provide a clear and concise explanation of the steps you will take to address their concerns. Keep your response professional and avoid becoming defensive.

Implement Changes Work with your team to develop and execute a plan to address the feedback. Make necessary adjustments to your processes, products, or services. Ensure that changes are communicated to all relevant stakeholders.

Follow Up Reach out to the client to inform them of the actions taken to address their feedback. Verify if the client is satisfied with the resolution and if any further assistance is needed. Use follow-up as an opportunity to rebuild trust and strengthen the relationship.

Make sure you share emotions with your client. If he's unsatisfied in the follow-up, make him feel heard, connect with his frustrations and reassure the client you will put more efforts. When they are satisfied, share the positive feelings with them. Share how happy it makes you feel that you ended up solving the situation to the point where they are happy with it. Shared emotions will increase the feeling of being a single team and facilitate further collaboration.

Learn and Grow Reflect on the feedback to identify areas for personal and professional improvement. Incorporate lessons learned into your sales approach to prevent similar issues in the future. Share feedback and insights with your team to foster a culture of continuous improvement.

I would suggest writing down how you managed or how you could have managed better the situation. Putting your thoughts on a document or paper will help you strengthen your learning. Share it with your colleagues, and if you're a manager, consider having times in your meeting where your team members will share their experience, positive experiences or negative ones and what they learnt.