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Your team is facing a dissatisfied new client mid-project. How will you address their concerns effectively?

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Navigating through a project with a new client can be a smooth journey, but sometimes, bumps occur when expectations are not met. Your ability to communicate effectively becomes crucial when a client expresses dissatisfaction. It's essential to address their concerns not just to salvage the project, but also to build a foundation for a long-term relationship. Understanding the root of their dissatisfaction, offering solutions, and maintaining open lines of communication are key steps in turning the situation around. Remember, how you handle these challenges can set the tone for future interactions and can transform a dissatisfied client into a loyal advocate for your service.

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Mariyam Fatima

?? Top LinkedIn Voice | Director & CFO | IFRS Expert & Seasoned Audit Leader | Empowering Finance Professionals…
Joel Costa

Supervisor de Produ??o | Coordenador de Produ??o | Gest?o de Pessoas | Lean Manufacturing | Lideran?a de Alta…

1 个答复
Ali Rahmati

Sales Manager at Venus Dream Deal Co. (Leading supplier of Fertilizer such as Sulfur / Urea, Petrochemical, Oil and…

1 Listen First

When a new client is unhappy, your first step is to listen actively. This means giving them your undivided attention, acknowledging their feelings without becoming defensive, and understanding their perspective. By doing so, you demonstrate respect and show that you value their input. It's important to not only hear but to understand what they're saying, which might require asking clarifying questions. This can help uncover the exact issues they're facing and set the stage for a constructive dialogue about how to move forward.

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Joel Costa

Supervisor de Produ??o | Coordenador de Produ??o | Gest?o de Pessoas | Lean Manufacturing | Lideran?a de Alta Performance ?? | Gest?o de Equipes Aut?nomas
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"New Unhappy Customer? Listen First to Resolve! Read More!" I believe the key is to actively listen when a new customer is unhappy. What stands out to me is that by acknowledging the customer's feelings without becoming defensive, we show respect and value their opinion. In my daily life, I apply this by asking clarifying questions to better understand problems. Attention: avoid interruptions and remain calm. How about creating an "active listening guide" for your team? If you liked it, give it a like! Your support makes all the difference!

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Mahmoud Hosny

Projects Control Director | MBA | PMP?
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Understanding a disappointed client is an art. It requires listening and discussing each point separately, which is a form of emotional intelligence (EI). Time planning to propose comprehensive corrective actions is crucial. It sends a positive message to the client that the barriers will be overcome.

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Susana Pontiggia

?? Asesora y Capacitadora en Ciencias del Comportamiento y Neurociencias Aplicadas al Liderazgo Equipos de Alto Desempe?o, Neuroventas, Comunicación y Desarrollo del potencial humano.
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Sabemos que la escucha activa es parte fundamental de la comunicación efectiva, para practicarla te dejo un ejercicio que te permitirá conocerte mejor y poder conseguir calidad en la comunicación. Cuando alguien te pregunta algo o quiere hablarte: - respira profundo - toma un minuto antes de responder, en este tiempo observate y detecta: - Estas planeando que responder? - Estas bloqueado o no quieres escuchar? - Estas queriendo defender tu punto de vista o tener razón? - Estas queriendo interrumpir, porque te importa mas hablar que escuchar? - Estas realmente escuchando lo que el otro quiere decir? Estas preguntas te harán mas consciente del modo en que escuchas y podras elegir como hacerlo.

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Ali Rahmati

Sales Manager at Venus Dream Deal Co. (Leading supplier of Fertilizer such as Sulfur / Urea, Petrochemical, Oil and Mineral products)
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When a new client's unhappy, listen actively: full attention, validate their feelings (no defensiveness!), and see things from their side. It shows respect and values their voice. Don't just hear, truly understand by asking clarifying questions. This pinpoints the problem and sets the stage to work together on a solution.

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Luis Alberto Malosetti Dagna

| MI LEGADO : Inspirar CRECIMIENTO | "Creador de las metodologías 'Venta Sinérgica' y 'Bloques Conductuales', dise?adas para potenciar resultados comerciales a través del equilibrio emocional y estrategias efectivas."
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Para abordar las preocupaciones de un cliente insatisfecho a mitad del proyecto, primero, escucho atentamente sus inquietudes sin interrumpir, mostrando empatía y comprensión. Organizo una reunión para discutir los problemas específicos y ofrecer soluciones concretas. Establezco un plan de acción claro con plazos definidos y asignación de responsabilidades para corregir los problemas. Mantengo una comunicación constante y transparente durante todo el proceso, informando al cliente sobre los avances y cualquier cambio. Reviso internamente los procedimientos y la calidad del trabajo para prevenir futuros inconvenientes. Este enfoque estructurado no solo resolverá los problemas actuales, sino que también fortalecerá la relación con el cliente.

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2 Assess Needs

Once you've listened to your client's concerns, it's time to assess their needs accurately. This involves analyzing the feedback provided to determine if their expectations align with the agreed-upon project scope. It's possible that there's been a misunderstanding or a miscommunication. By reviewing the project deliverables and timelines, you can identify if adjustments are needed or if additional resources should be allocated to meet their expectations. This step is crucial in formulating an effective response strategy.

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Mariyam Fatima

?? Top LinkedIn Voice | Director & CFO | IFRS Expert & Seasoned Audit Leader | Empowering Finance Professionals Worldwide | Top Thought Leadership Icon | Certified Advanced Data Analyst by Google
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When a client is dissatisfied, we should see it as an opportunity to shine! We listen attentively, assess their needs, and ask the right questions to understand their concerns. Then, we: - Clarify any miscommunications - Adjust our approach to meet their expectations - Provide solutions, not excuses By being proactive and transparent, we can turn a potentially negative experience into a positive one. It's like turning a detour into a shortcut - we can get the project back on track and strengthen our relationship with the client!

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Elizabeth Ngina Kieti, DTM, PHRi? TTT

Leadership Strategist | Workforce Development Expert | HRCI Subject Matter Expert | Doctorate Candidate | Helping Organizations Build High-Performing, Engaged Teams
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To address a dissatisfied new client mid-project, promptly schedule a meeting to understand their concerns. Listen actively, empathize with their frustrations, and clarify the issues. Reiterate their goals to ensure alignment. Propose a detailed action plan to resolve the problems, including clear timelines and accountability. Maintain transparent communication throughout the process. Follow up regularly to ensure satisfaction and make necessary adjustments. Demonstrating commitment and responsiveness will help rebuild trust and achieve the desired outcomes.

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3 Communicate Plan

After understanding and assessing your client's concerns, communicate a clear plan of action. This should outline the steps you'll take to address the issues raised and should provide a realistic timeline for when they can expect to see changes. Transparency is key here; make sure to explain any limitations or constraints that may affect the resolution. A well-articulated plan can reassure the client that their concerns are being taken seriously and that you are committed to resolving them.

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Ali Rahmati

Sales Manager at Venus Dream Deal Co. (Leading supplier of Fertilizer such as Sulfur / Urea, Petrochemical, Oil and Mineral products)
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Once you grasp their concerns, map out a clear action plan! Outline the steps to fix things with a realistic timeline. Be transparent: explain any limitations. A well-defined plan shows you value their needs and are dedicated to solutions.

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Mahmoud Hosny

Projects Control Director | MBA | PMP?
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Communicating with the client on project concerns that negatively affect project objectives must be organized, clear, and prioritized. Corrective actions and recovery plans should be discussed with the client to achieve the best outcomes. This process should be iterated to overcome bottlenecks and fulfill project deadlines

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4 Implement Changes

With a plan in place, it's time to implement the necessary changes. This might involve revising certain aspects of the project, allocating additional resources, or even changing the project team's approach. Whatever the case, it's important to keep the client updated on the progress. Regular updates can help rebuild trust and demonstrate that you are actively working towards a solution. Effective implementation is critical as it shows your ability to respond to feedback and adapt to your client's needs.

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Ali Rahmati

Sales Manager at Venus Dream Deal Co. (Leading supplier of Fertilizer such as Sulfur / Urea, Petrochemical, Oil and Mineral products)
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With a plan in place, it's time to roll up your sleeves! Revisions, extra resources, or a new approach - whatever's needed. Keep clients informed with regular updates; rebuild trust, show you're on it. Solid implementation proves you adapt and deliver.

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5 Follow Up

After changes have been made, following up with your client is vital. This step ensures that the solutions provided are meeting their expectations and that any remaining issues are addressed promptly. It also provides an opportunity to receive additional feedback which can be invaluable for future projects. A follow-up shows that you are not just interested in a one-time fix but are committed to continuous improvement and client satisfaction.

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6 Build Relationship

Finally, use this experience as an opportunity to build a stronger relationship with your client. Every challenge comes with a silver lining; by effectively addressing your client's concerns, you demonstrate reliability and dedication. This can lead to increased trust and potentially more business in the future. Remember, effective communication and problem-solving can turn a dissatisfied client into a testimonial of your commitment to excellence.

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Your team is facing a dissatisfied new client mid-project. How will you address their concerns effectively?

1

2

3

4

5

6

1 Listen First

2 Assess Needs

3 Communicate Plan

4 Implement Changes

5 Follow Up

6 Build Relationship

Communication

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Your team is facing a dissatisfied new client mid-project. How will you address their concerns effectively?

1

2

3

4

5

6

1 Listen First

2 Assess Needs

3 Communicate Plan

4 Implement Changes

5 Follow Up

6 Build Relationship

Communication

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感谢您的反馈

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