Your client is unhappy with a deliverable. How can you turn dissatisfaction into satisfaction?

This happens more than one thinks off. The client in a lot of situations expect a lot more information than what was negotiated. So it becomes very important to go back to the base document where the scope and nature of the work has been clearly specified. Clients mostly understand the situation. If the dissatisfaction continues we could hear the concerns and further negotiate on the deliverables and the financials which could be beneficial for both the parties

Understand Concerns: Allow the client to express their concerns fully without interrupting. Show empathy and acknowledge their feelings. Clarify Issues: Ask clarifying questions to ensure you understand the specific issues with the deliverable.

This is a MAJOR opportunity to really listen. In my experience, you can always keep asking questions and go a bit deeper to understand what is really happening. Did a deliverable miss because you heard them wrong or because you didn't help them understand what they really needed to begin with?

In a recent project, our client initially approved the project scope, but once they saw the deliverables, they weren't happy. This is normal...clients don't always know what they want til they see it. While listening to their feedback, it was clear their understanding of the desired outcome had evolved. We were then able to see where the deliverables deviated from their new expectations and effectively respond to the change. Frequent inspect and adapt cycles are essential to stay aligned with evolving needs. The world changes at the speed of light, and so we must be ready to adapt with those changes. Embracing change for competitive advantage is the underlying principle and it's a success factor for any project.

Review Deliverable: Re-examine the deliverable to identify any shortcomings or areas that need improvement. Gather Feedback: Ask the client for specific feedback on what they expected versus what was delivered.

Listen objectively to why your stakeholder/client had been unhappy with your service. Decipher if it is a cost related negative feedback or a constructive feedback that can be applied in future. If it is cost related, which indirectly set a higher bar of expectation, perhaps you may want to look at where you have fallen short in terms of delivery. You may want to offer a freebie or some form of rebate/discount if it was a gross oversight. A post action review analysis helps with a post delivery mortem and sets the foundation for better partnership, and improve your processes for future projects

When addressing client concerns, I always start by deeply understanding their feedback and pinpoints. TOYOTA's 5 whys is a powerful tool to understand the root causes. It's crucial to distinguish between subjective opinions and objective issues that can be resolved through specific actions. Once I identify valid points of contention, I focus on creating a plan that directly addresses these root causes. This approach ensures that I'm not just putting out fires but making meaningful improvements that benefit both the current client and future projects. By prioritizing actionable feedback, I can enhance processes and consistently deliver better outcomes.

To address my client's dissatisfaction, I suggested we break down the remaining work into smaller, iterative deliverables. We also pivoted to more frequent releases, enabling them to see progress and give feedback much more regularly. This approach meant that rather than the scope creeping, the learning increased as the project moved forward. As my client's understanding evolved, we adapted the deliverables to meet their true needs. This iterative and incremental approach meant by the end of the project, my client was not only satisfied but was fully engaged in shaping the final outcome.

Action Plan: Develop a clear action plan to address the client’s concerns. Outline the steps you will take to rectify the issues. Timeline: Provide a realistic timeline for when the revised deliverable will be ready.

Once I have a plan to address client concerns, I prioritize swift and efficient implementation. Taking action quickly is key, but so is keeping the client informed at every step. This transparency demonstrates my commitment to resolving their issues and shows that I value their feedback. By promptly making the necessary changes, I not only solve the immediate problem but also reinforce my reputation for professionalism and reliability. Ensuring the client feels heard and sees tangible results strengthens the trust and partnership we’ve built.

Exceed Expectations: Aim to exceed the client’s expectations with the revised deliverable. Pay extra attention to detail and quality. Final Review: Before submitting the revised deliverable, conduct a thorough review to ensure it meets all the client’s requirements.

Consulting projects should not be understood as a single delivery, but rather as a “journey”. In addition to the initial alignment of objectives and expectations, periodic work monitoring meetings are essential for understanding and accepting the results. Align project developments and challenges with clients constantly. This way, the final delivery will neither be a surprise nor generate frustration. The final meeting to conclude the work should be just a formality, with everyone already aware of the results.

Client Feedback: After delivering the revised work, follow up with the client to ensure they are satisfied with the outcome. Continuous Improvement: Use the feedback to improve your processes and prevent similar issues in the future.

This was a fantastic opportunity for learning and growth. Initially, we all thought we were on the same page but as we delivered the work, we realized what should have been built instead. We embraced this learning by implementing changes based on that feedback and refining our approach with each iteration. The key takeaway was the importance of frequent feedback cycles, and relentless pursuit of continuous improvement. By adapting to those evolving needs, we turned initial dissatisfaction into a successful and satisfying outcome.

This will greatly depend on the scenario. If you messed up and a project was done poorly, you should own that and find a solution. The client has a right to be upset in that case. Next, understand if the client is unhappy with you or the situation. Sometimes things don't go right and most people get that. Again, find solutions and move on together Now, if the client is blaming you for situations outside of your control, they may be a toxic client - walk away. Your time will be better served on clients that are respectful of you and your time. A no to one client will lead to a yes for another opportunity elsewhere.

Bonus Services: Consider offering additional services or a discount on future work as a goodwill gesture. Long-Term Relationship: Show your commitment to building a long-term relationship by consistently delivering high-quality work.