How can you prioritize your response to a client crisis?

Not all customers are created equally. Some better align to your values and strategy and make for more successful long-term partner prospects that lead to repeatable business with sustainable revenues and profitable growth. Other accounts may often seem to act in an adversary way but force you to innovate and implement change that drives towards new growth opportunities. As all customer accounts are not equal, neither should the response to a crisis be. All customers deserve courtesy, a high level of professionalism and a response however when managing scarce internal resource to deal with competing customer issues, the strategic importance of the customer needs to be taken into consideration when dictating the response level and urgency.

When evaluating the client’s circumstances, it is essential to gain a deep understanding of the issue and assess its level of urgency. Empathize with the client by envisioning yourself in their position, confronting the problem. Ask questions: How severe is the situation? Does it pose a threat to the client’s reputation? Is it impacting productivity, time, and financial resources? Next, consider the tools and internal resources available to effectively handle the problem. Delegate responsibility and oversee them with precision while ensuring that your actions align with the client’s needs. Finally, communicate the devised action plan transparently to the client, maintaining open and clear lines of communication throughout the process.

This article reads for when the account manager has dropped the ball, but sometimes crises happen due to factors/events completely outside of the account manager’s control. It’s in these moments when clients really rely on your expertise and problem solving skills. They don’t want to hear the ‘there, there’, ‘I understand how you feel’, but they want your advice and guidance on how to fix their problem. Sometimes you have to take control of the situation and preempt stumbling blocks. That’s where flexibility and expertise really come into play.