Schedule a direct meeting with the client to understand specific issues they’ve had with the sales team. Let them voice frustrations fully, and take detailed notes to show active listening. Review your team's interactions with this client. Identify any communication or follow-up issues that might be causing dissatisfaction. Assign a high-performing team member to be the main point of contact. This person should take ownership of the client relationship, providing consistent and personalized service. Set up periodic feedback sessions with the client to gauge if the relationship is improving. This also signals that you’re genuinely interested in meeting their needs and making adjustments based on their input.

When a key client is unhappy, it's important to step in quickly and handle the situation thoughtfully. - First, I get the sales team’s perspective, then ask them to step back while I take over conversations to rebuild trust. - I connect with the client to hear their concerns and fully understand what’s not working. - I reshuffle the team, bring in fresh faces, and ensure we’re delivering on their needs efficiently. - If needed, I offer an incentive to repair any damage to the relationship. - I stay closely involved for a few months to ensure we’re back on track. - Once things are going smoothly, I transition the relationship to a new team member if necessary.

When a client voices dissatisfaction, they’re seeking acknowledgment and genuine concern. A major mistake some sales teams make is deflecting responsibility onto the company, but clients see the sales team as the company’s face. Listening empathetically allows them to express all their frustrations. If a client is voicing concerns, it often means they want the company to care and take action. Many times, after speaking with a senior person who takes ownership, they feel reassured and the relationship strengthens.

It depends on why said "key client" is dissatisfied. Impossible to answer without the details. Was it something you did or your firm? Do you need to bring in support? Is your firm willing to support you? One thing is important to make folks aware of the situation that will be impacted & have any influence to remedy the situation. Also gather as much information from the client as possible asking thorough questions to understand the issues & what will "solve" the clients "perceived" problem before brining in support. This is of value to the process & the client. Best not waste a clients time with internal BS or multiple calls when one can avoid it. If you don't have said response by said time, call before its too late.