What do you do if your customer relationships are suffering due to a lack of self-awareness?

An honest assessment begins with introspection and being open to feedback. Reflect on your interactions with customers and feedback from customer satisfaction surveys or other relevant feedback metrics. Are there patterns of miscommunication or dissatisfaction? Analyse the interactions you have had and seek feedback directly from customers- listen attentively and with an open-mind to their concerns. Also consider seeking other external perspectives e.g. feedback from colleagues, managers or mentors.m Lastly, be open to acknowledging areas for that may need improvement.

Face to face meetings in these circumstances are critical. When you are receiving customer feedback that there might be a disconnect someone a face to face allows both parties to talk it out and get a better understanding of where the customer is coming from. It allows you to get to the root cause and the opportunity to speak for your company and figure out a plan of action together.

Recognize and acknowledge that there is a problem stemming from a lack of self-awareness. This self-awareness about your own shortcomings is the first step toward improvement.

Encourage self-reflection among team members who interact with customers. Help them recognize their strengths and areas for improvement by providing constructive feedback and facilitating discussions about their interactions with customers.

Listening serves a greater purpose than just gathering information, it is also paves the way for you to build relationships and be more influential. Customers don’t just want to be heard, they want to be understood. This is why listening with empathy is important. Empathetic listening builds trust. We can do this by: - genuinely caring and paying attention - paraphrasing information back to the customer and empathising with emotions that are conveyed - keeping the conversation customer-centric and asking them open-ended questions to let them tell their story

During your face to face interaction as I highly recommend in these situations allows you to read the customer. It provides you the opportunity to understand what goals they are trying to achieve and how you can help them get there. The customers experience with you is the most important to achieve for customer success. When you understand their goals you can personalize their experience during your relationship to ensure you maintain a strong and open relationship.

Actively seek feedback from customers, colleagues, and supervisors about your behavior and how it affects customer relationships. Listen to their perspectives without becoming defensive.

Offer training programs focused on emotional intelligence, empathy, active listening, and other skills essential for building positive customer relationships. Provide resources such as workshops, seminars, online courses, and coaching sessions to help team members develop self-awareness and interpersonal skills.Implement feedback mechanisms that allow customers to provide input on their interactions with your team. Use this feedback to identify areas where self-awareness and empathy may be lacking and take corrective action accordingly.

Invest in training and development programs that focus on emotional intelligence, empathy, active listening, and effective communication. These skills are essential for building and maintaining positive customer relationships.

Lead by example by demonstrating self-awareness and empathy in your own interactions with customers and colleagues. Be transparent about your own strengths and weaknesses, and show humility in admitting mistakes and learning from them. Schedule regular check-ins with team members to discuss their progress in building self-awareness and improving customer relationships. Provide support and encouragement, and offer guidance on how they can continue to develop these skills. Foster a culture where giving and receiving feedback is encouraged and valued. Create safe spaces where team members feel comfortable sharing their thoughts and experiences, and provide constructive feedback in a respectful and non-judgmental manner.

If you receive negative feedback from a customer and you have now successfully had your first face to face meeting with them since the negative feedback, make sure you have multiple follow up meetings. This establishes an open, clear and personal communication. It will make the customer feel they are being heard and that they matter to you and your organization.

It's essential to take proactive steps to address the issue and rebuild trust and rapport. Begin by conducting a thorough self-assessment to identify areas where self-awareness is lacking, such as gaps in understanding customer needs, communication breakdowns, or insensitivity to feedback. Additionally, fosters a culture of openness and accountability within the organization, encouraging team members to recognize and acknowledge their blind spots and actively work on improving them. By demonstrating a commitment to self-awareness and taking tangible steps to address deficiencies, businesses can rebuild customer relationships, cultivate trust, and ultimately enhance the overall customer experience.

Set specific goals for improving self-awareness and customer relationships. Monitor your progress regularly and adjust strategies as needed to ensure continuous improvement.

Acknowledge and celebrate instances where team members demonstrate self-awareness and empathy in their interactions with customers. Publicly recognize their efforts and provide incentives to encourage continued growth and development. If there are systemic issues within the organization that are contributing to a lack of self-awareness among team members, address these issues proactively. This may involve restructuring processes, realigning incentives, or providing additional resources and support. Treat self-awareness and empathy as ongoing areas for improvement rather than one-time initiatives. Encourage team members to continuously reflect on their interactions with customers and seek opportunities for growth and development.