What do you do if your clients or partners give negative feedback in a partnership?

At this first moment, just pay attention to what your partner has to say to you and keep calm. Partnerships demand trust, it is important to show availability and receptivity. Let him talk, don't interrupt him. Hold your anxiety. "We are masters of the unsaid words but slaves of those we let slip out", as Winston Churchill said. Who would you rather be? You got to know what you should correct, reframe, strike or renegotiate. Let him speak, wait, give yourself time to respond only after a good analysis.

Listening like you life depends on it (because it does) is very key. You have to be the advocate for the client and if you don’t understand what it is that they truly need (under all of the words), you don’t know how to serve them!

When faced with negative feedback from clients or partners in a partnership, it's crucial to listen attentively, acknowledge their concerns, and apologize if necessary. Seek to understand the root of the problem, propose collaborative solutions, and take prompt action to address their feedback. Maintain open communication, learn from the experience, and work diligently to rebuild trust, turning the situation into an opportunity for growth and strengthening the partnership.

In my experience, truly listening to negative feedback has often been the cornerstone of strengthening our partnerships at EasyWeGo. There was a time when a partner expressed dissatisfaction with our eSIM service's activation process. By attentively listening, we acknowledged their frustration and understood the specific issues they faced. This approach not only showed respect for their perspective but also provided us with crucial insights into where our service could improve. Active listening turned a potentially tense situation into a constructive dialogue, laying the foundation for effective problem-solving and demonstrating our commitment to our partners' success.

If the negative feedback is about a technical issue, I would quickly respond with an action plan to eliminate this negativity. If the negative feedback is related to attitudes and behaviors, I would try to reassure the customer by making a declaration stating that I, as the manager, will be the direct addresse in all future communications, including first-level communications for a defined period. To do this, I listen to the customer to make sure that his expectations are clearly understood, and then I understand all the details of the problem by asking questions.

-Here, consider validating their experiences and emotions, recognizing that their feedback is valuable for improving the partnership and fostering better collaboration. -Also, do not shy away from accepting accountability for any mistakes or shortcomings that may have contributed to the negative feedback. -Remember to apologize sincerely for any errors or misunderstandings on your part, and express your commitment to addressing the concerns and finding a satisfactory resolution.

One thing that I have found helpful is to assess feedback with a clear, objective mindset. Following a review from an enterprise client who found our local taxi booking service less intuitive than expected, we took a step back to objectively evaluate their critique. Separating our initial defensive feelings from the facts, we realized the feedback highlighted a genuine usability issue. This objective assessment was crucial for us to identify and acknowledge the problem's core, allowing us to address it effectively. Objectivity turned criticism into a valuable opportunity for improvement, reinforcing the quality of our service offerings.

Once they finished, I thanked them for their feedback and acknowledged their perspective. While internally we felt our communication was adequate, their perception was different. This required us to objectively assess our communication processes.

After listening to the feedback, it's crucial to assess the situation objectively. Take a step back and evaluate the feedback against the objectives and expectations of the partnership. Separate emotions from facts and analyze the feedback in the context of the partnership's goals and standards. Objective assessment enables you to gain a clearer understanding of the areas that require improvement or adjustment.

Responding respectfully does not simply mean agreeing and saying you will work to better serve. Take the opportunity to align expectations in a gentle, safe and honest way. What can you really offer in this partnership and what do you expect to receive? Often the problem lies in understanding and communicating common objectives or the conditions necessary to achieve them. Establish and share a good briefing with checkpoints. Confirm the rules of the game and if you understand that you cannot evolve as expected, this is the time to renegotiate. A good partnership happens when everyone understands that they are as much customers as they are suppliers.

To foster strong relationships in the long run and build the foundations of your partnership principles, always collaborate with the client or partner to identify potential solutions or actions to address their concerns and improve the partnership moving forward. Brainstorm alternative approaches, strategies, or adjustments that could mitigate the issues raised and enhance the overall experience.

Responding respectfully to negative feedback has always been a principle at EasyWeGo. For instance, when faced with criticisms about shared workspace booking features, we crafted a response that not only acknowledged the issues raised but also outlined our steps towards resolution. By maintaining a professional tone and expressing our dedication to resolving their concerns, we were able to foster a sense of trust and collaboration. Respectful responses ensure that even disagreements become pathways to better understanding and stronger partnerships.

I apologized for the communication gaps and reassured them that their feedback was valuable. I explained the steps we would take to address their concerns.

Responding respectfully is essential in maintaining the integrity of the partnership. Acknowledge the feedback with gratitude, expressing appreciation for their honesty and willingness to communicate. Avoid becoming defensive or dismissive, as this may escalate tensions and hinder productive dialogue. Instead, respond with professionalism and empathy, reassuring them that their concerns are being taken seriously and will be addressed appropriately.

Once, after receiving feedback on the complexity of our platform's interface, we immediately set out to simplify our design. Implementing changes based on feedback is a testament to our commitment to continuous improvement. We involved our development team to ensure the changes were made efficiently and kept our partners informed throughout the process. This proactive approach not only resolved the specific concern but also demonstrated to all our users that we are a dynamic service, always striving to meet their needs and enhance their experience.

Based on the feedback, we implemented several changes. We established a bi-weekly call schedule to maintain consistent communication. We also revised our reporting format to be more concise and visually clear, highlighting key project milestones and deliverables.

To effectively address negative feedback, it's imperative to implement changes based on the insights gained. Collaborate with your clients or partners to devise actionable solutions that address their concerns and align with the partnership's objectives. Be proactive in implementing these changes, demonstrating your commitment to continuous improvement and responsiveness to feedback. Transparent communication throughout the implementation process fosters trust and confidence in the partnership.

I learned an incredible framework for receiving feedback and implementing process improvements to mitigate future challenges. Document. “Here is what I heard.” Validate what you think you heard and discuss any inconsistencies. “Here is how I plan to correct/prevent it from happening in the future.” Discuss action plan and request support if needed. “How has it been going? Have we run into this challenge again?” In a reasonable amount of time, check in with the person who gave you the feedback to ensure it’s working.

Following up is a practice we value deeply at EasyWeGo. After addressing the feedback regarding our eSIM service, we reached out to the concerned partner to confirm the improvements met their expectations. This follow-up not only showed our commitment to resolving the issue but also provided an opportunity for further feedback. Regular check-ins have helped us build stronger, more transparent relationships with our partners and clients, ensuring that we are always moving forward together.

After implementing the changes, we followed up with the client partner to ensure they were satisfied. We also incorporated their feedback into our internal communication protocols to improve future client partnerships. This is underrated and simple. The most difficult thing is quickly implementing simple things well. Don't get too fancy!

Following up after implementing changes is key to ensuring that the feedback has been addressed satisfactorily. Reach out to your clients or partners to inquire about their experience post-implementation and gather feedback on the effectiveness of the changes made. Use this opportunity to further refine your approach and address any remaining concerns or issues. Regular follow-ups demonstrate your commitment to ongoing improvement and customer satisfaction.

I believe most people are doing the best they can with the knowledge and life experiences they have. Assuming positive intent is harder than assuming nefarious actions and it can be hard to think this way. Most of the time, it’s something simple that is the cause such as poor communication or misunderstanding. If the behavior is reoccurring, it may be time to part ways with the partner or escalate depending on the criticality of the relationship.

Maintaining a positive outlook amidst negative feedback is essential for fostering resilience and growth within the partnership. Focus on the opportunities for improvement that arise from feedback rather than dwelling on the setbacks. Embrace feedback as a catalyst for positive change and a means to strengthen the partnership's foundation. Cultivate a culture of positivity and continuous learning, where challenges are viewed as valuable learning experiences that propel the partnership forward.

Maintaining positivity in the face of negative feedback has been a guiding light for us. When challenges arose with our service integrations, rather than succumbing to frustration, we viewed the feedback as a chance to grow and improve. This positive outlook empowered our team to tackle issues with enthusiasm and creativity, transforming potential setbacks into opportunities for innovation. A positive attitude is infectious, encouraging a constructive approach to problem-solving and fostering a resilient, forward-thinking company culture.

Customer and partner advocacy are critical to the scalability of partnerships. Sales needs customer references and case studies to support deals, and unhappy partners will be a killer to execution. Raving partners and customers should be considered table stakes for a successful partnership. Happy customers will tell others in their ecosystem that X and Y company work so well together Happy partner AE will tell their colleagues that they work so well with your company, resulting in more leads to work together. Understand customer and partner issues (ie product, pricing, packaging, operational, etc) address them in cadences meetings or QBRs. This is a continuous process.

Negative feedback should be welcomed - but constructive. There's no way you are going to get partnerships right 100% of the time. The most important thing is how you learn from your mistakes. After the negative/constructive feedback, take it, digest it and then turn it into processes moving forward to reduce its likelihood of reoccurring for that specific issue.

Beyond the structured response to feedback, it’s essential to cultivate a culture of open communication within your team. Encourage team members to share their experiences and solutions when addressing customer feedback. For example, a team brainstorming session at EasyWeGo led to the creation of a more efficient feedback loop system, significantly reducing response times to partner concerns. These internal insights and shared experiences can be invaluable in refining your approach to feedback and continuously improving your service offerings.

A partnership is never always perfect. It’s one thing to receive, respond and act on negative feedback. Not ever receiving negative feedback is likely a symptom of a bigger issue. Building a muscle that regularly asks the question, ‘Is everything going as well as we think it is?’ is a healthy way to surface issues that some people may feel initially uncomfortable raising. This can also improve already transparent partnership relationships.