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Here's how you can communicate a sales engineering failure to your superiors or clients effectively.

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Communicating a sales engineering failure can be a daunting task, but it's an essential skill for maintaining trust and credibility. When things go awry, your ability to convey the issue effectively to superiors or clients is just as important as your technical skills. Whether it's a missed deadline, a technical malfunction, or an unexpected project outcome, the way you handle the communication can make a significant difference in the outcome and future relations.

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1 Own Up

Taking responsibility is the first step in addressing a sales engineering failure. Honest communication builds trust, so you must acknowledge the issue directly and without deflecting blame. Explain what went wrong, even if it's a complex technical failure, in a manner that is clear and understandable. Avoid jargon that might confuse non-technical stakeholders. By owning the situation, you set the stage for constructive dialogue and demonstrate professional integrity.

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Patrick Fischer

Creative Solutions Based Thinker
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Most of this job is the relationships, things are gonna go wrong - do you want to work with the person who tries to hide it or weasel out of it or even blame others for it? I would rather work with the person who owns it and earns my respect and trust, so I know who I am doing business with going forward

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Jeremy Spiegel

Enterprise Sales & Solutions Leader. Culture and Executive Auditor, Host of "The Lower Techs". Global Team Builder. Change Transformation Agent. Mentor. Speaker. Author.
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There is no greater trait, not just professionally but personally, than personal accountability. We are imperfect human beings who make mistakes, despite our best efforts to use social media and other platforms to make it look otherwise. As companies get leaner, the autonomy for decision-making not only becomes more focused, but more significant for those empowered with making decisions. Some will be right, but many will be wrong. There is no greater strength than a leader willing to take bold, decisive, action when they realize something has failed. The good leaders will recognize this and work swiftly to make changes. The great leaders will look for their own culpability and how they may make a better decision for the next time.

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Andy Waterhouse
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No-one is perfect ! Mistakes happen ! If something goes wrong then let people know ASAP. It is easier to fix a problem when it has not had time to fester and grow. You actually build credibility by admitting a mistake - as long as you do not keep making the same mistake or multiple mistakes, as that needs further attention

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2 Analyze It

Once you've acknowledged the failure, provide a thorough analysis of what happened. This involves breaking down the problem into its components and explaining the cause-and-effect relationships. Your superiors or clients will appreciate a detailed understanding of the issue, which shows that you're not only aware of the failure but also actively dissecting it to prevent future occurrences. Your ability to analyze and articulate complex problems is a testament to your expertise as a sales engineer.

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Andy Waterhouse
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I love using the example of the aircraft industry. When a crash or major incident occurs they deeply analyse what happened and then openly share the results so that others do not make the same mistakes. It builds strength and reliability across the whole industry. Most companies can learn from this strategy.

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3 Solution Time

After analyzing the failure, it's crucial to propose a solution or a series of steps to rectify the issue. This shows that you're not only proactive in problem-solving but also committed to moving forward positively. Clearly outline how you plan to address the failure, including any changes to processes or systems that will prevent similar issues. Your proposed solutions should be realistic, achievable, and time-bound, providing a clear path to recovery.

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Andy Waterhouse
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People do not set out to make mistakes intentionally. You will often find that the systems and processes that they are using have not evolved to match market conditions and have contributed to a failure. Any solution should have the backing of senior leaders to ensure that all contributing factors are resolved by the solution and that it is fully endorsed by them.

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4 Communicate Value

In your communication, it's important to remind your audience of the value you and your team bring to the table. Even in failure, there are lessons learned and opportunities for growth. Highlight how the experience has provided insights that will enhance future projects and contribute to the company's or client's long-term success. By reinforcing the value proposition, you help balance the negative impact of the failure with the ongoing benefits of your professional relationship.

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5 Follow Through

Ensuring that you follow through on your proposed solutions is as important as the initial communication. Keep your superiors or clients updated on the progress being made towards rectifying the failure. Regular updates demonstrate accountability and transparency, reinforcing trust in your ability to manage and overcome setbacks. This consistent communication should be maintained until the issue is fully resolved and confidence is fully restored.

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6 Learn & Adapt

Finally, use the failure as a learning opportunity. Share with your superiors or clients how your team plans to adapt based on the experience. This might involve implementing new training programs, revising protocols, or adopting new technologies. By showing a commitment to continuous improvement, you help to ensure that each failure becomes a stepping stone towards greater success in your sales engineering endeavors.

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Diana Cappello

Presales Leader | Template Maker | 2 X ??
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Turn this negative moment into a positive going forward. Write down what you will do differently going forward to prevent a repeated performance. It helps lock in the learning. It's about failing forward and learning.

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Andy Waterhouse
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Working in sales is Darwinian. You learn and adapt and keep moving forward or else you die. Use this forward momentum to energise the team around creating a better environment post-failure.

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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?

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Here's how you can communicate a sales engineering failure to your superiors or clients effectively.

1

2

3

4

5

6

7

1 Own Up

2 Analyze It

3 Solution Time

4 Communicate Value

5 Follow Through

6 Learn & Adapt

7 Here’s what else to consider

Sales Engineering

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Here's how you can communicate a sales engineering failure to your superiors or clients effectively.

1

2

3

4

5

6

7

1 Own Up

2 Analyze It

3 Solution Time

4 Communicate Value

5 Follow Through

6 Learn & Adapt

7 Here’s what else to consider

Sales Engineering

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