How would you rebuild trust with a client organization after a major project setback?

Take accountability, it is important to do root cause analysis - while at that time it might sound like blame game, but it is still needed. Set deadlines, timebox and work on deliverables and quality - sometimes trust doesn’t come with words but actions

Unfortunately setbacks occur and it is one of the great learning experiences for managers and consultants alike. For me the crucial words are 'rebuilding trust'. The key is to make sure you have a relationship of trust in the first place. It can't just be invented for the setback. Trust must be earned - the client must feel you are committed, engaged, loyal and a true partnership in the success of the project. When I was a client I wanted two key things from my consultants - to be 'two steps' ahead of me in terms of the process/content and to work in a partnership of trust. Consultants can use the steps outlined here to rebuild trust but only if it is in place before. Trust credits must be earned first before they can be spent.

Step 1: Take responsibility Own up to the mistake, without making excuses or blaming others. Step 2: Communicate Talk with your client to understand how the mistake affected them. Ask what you can do to make it right. Step 3: Implement corrective action Commit to making changes that prevent similar mistakes in the future. Share the details of your plan with your client. Step 4: Prove yourself Execute your corrective action plan flawlessly and deliver results at or above expectations. Step 5: Follow up Regularly check in with your client to ensure they're satisfied with your work, and actively look for ways to continue improving your relationship.

Explain What Happened: Offer a clear and transparent account of what led to the setback, avoiding technical jargon unless the client is comfortable with it. Clarify Misunderstandings: Address any misconceptions and correct the record if necessary.

Top Tip: Use Deep Democracy Techniques Encourage Minority Voices Incorporate Deep Democracy techniques by actively encouraging the expression of minority opinions. Use methods such as the “check-in” at the start of meetings, where everyone shares their current thoughts and feelings. This helps surface hidden tensions and ensures that all voices, not just the majority, are heard. Implement tools like the “Temperature Reading,” where team members rate their agreement or disagreement on a topic and discuss the reasons behind their ratings. This approach fosters a more inclusive and comprehensive dialogue, paving the way for creative and balanced solutions.

Schedule a meeting to openly discuss the setback. Explain what happened, why it happened, and the steps you're taking to prevent it from happening again. Actively listen to their concerns and address them head-on.

Communicate Transparently Detailed Explanation: Provide a clear and detailed explanation of what went wrong, why it happened, and how it was discovered. Regular Updates: Maintain open lines of communication with the client, providing regular updates on the steps being taken to resolve the issue.

1. Foster open dialogue: Encourage open communication, ask for feedback, and address concerns promptly 2. Communicate transparently: Share a clear explanation of what happened, the causes, and the corrective actions

Top Tip: Build Trust with Small Wins Implement Small Wins Strategy Fostering trust and belief in the cause can be effectively achieved through a strategy of small wins. Break down larger goals into manageable tasks that can be completed relatively quickly. Celebrate these small victories with your team and clients to demonstrate progress and build momentum. Each small win reinforces the perception of forward movement and reliability, making the overarching goal seem more achievable and instilling confidence in your approach. By focusing on achievable short-term goals, you create a track record of success that gradually rebuilds trust and reinforces commitment to the larger objective.

Develop a clear and actionable plan to address the setback and get the project back on track. Include timelines, milestones, and specific actions you'll take. Share this plan with the client and get their feedback.

Develop a Recovery Plan Immediate Action: Outline immediate actions to mitigate the impact of the setback. Long-Term Solutions: Present a comprehensive recovery plan detailing how the project will get back on track, including timelines and key milestones.

1. Conduct a thorough analysis: Investigate the setback, identify root causes, and document lessons learned 2. Develop a recovery plan: Create a plan to get the project back on track, including timelines and milestones 3. Assign a dedicated team: Assemble a team to focus on the recovery, with a clear leader and defined roles

Totalmente de acuerdo pero este plan debe estar adaptado tanto al volumen y complejidad del cliente así como a las capacidades de la propiedad y del equipo directivo

Communication is key! Regularly update your client on your progress according to the agreed-upon plan. Be transparent and honest, even if there are further challenges.

1. Provide regular updates: Schedule regular progress meetings and updates to ensure the client is informed 2. Share weekly status updates with RAG status for all key open items and risks which are being resolved and remediated

Es muy importante hacer un plan de seguimiento del plan es muy importante ya que si el mismo se deja en manos de la propiedad en ocasiones cabe la posibilidad que se vuelvan a cometer los mismos errores del pasado

1. Demonstrate accountability: Hold team members accountable for their actions and commitments 2. Follow through on commitments: Deliver on promises and maintain a high level of integrity

Es para mí el otro punto clave porque de esta manera se le puede explicar de una forma muy directa y muy clara cómo va funcionando el plan y así poder realizar en tiempo real posible modificaciones

Schedule regular check-ins to assess progress and address any new concerns. Conduct a post-mortem analysis to identify what went wrong and how to prevent similar issues in the future. Share these learnings with the client to demonstrate your commitment to improvement.

I will make every effort to find clear reasons, and while acknowledging the faults and issues, I will strive to rectify them and avoid repeating any of them in the future.

Entiendo que es importante el largo plazo y entiendo que si nuestro trabajo es exitoso y profesional no habrá duda que el cliente querrá nuestra continuidad

- Offer a genuine apology for the inconvenience or disruption caused. A sincere apology can go a long way in mending relationships. - Present a clear and detailed plan for how you will resolve the issue. - Prioritize delivering high-quality results moving forward.