One thing that I find very useful in such situations is to have a face to face open discussion with the client to understand better what is happening away from the team members that might caused the misunderstanding or the unpleasant situation. It is important to have an open discussion and help resolve the key matters and stand on the issue yourself as a leader to ensure all concerns are resolved. Once that is cleared and to keep the trust in the team members bring them onboard, explain what happened and where the issue happened, ensure that they are aligned with the course of action to be taken. As a leader stay on the top of it by yourself and resolve all matters and keep the team members engaged in the whole process.

I once worked as a customer service representative in a healthcare organization where we provided services to a number of key clients. One day, a few of our largest clients began questioning the performance of our team after experiencing delays in responses to their inquiries and service issues. They were frustrated, and understandably so, because our company had always been known for quick, reliable service.

In my experience working closely with healthcare providers, I have found that open and transparent communication is crucial, especially when it comes to addressing concerns or challenges. By ensuring that we are consistently aligned their expectations and needs, we build a strong foundation of trust. Collaborating closely with different departments and leadership, is also important to ensure that we are consistently improving our processes and responding to healthcare providers needs proactively. Maintaining strong relationships through regular check-ins and progress updates ensures they feel valued and heard, ultimately reinforcing their loyalty and satisfaction.

I have a strict policy of frequent communication with clients. Once every two weeks at minimum. This keeps the clients happy and out of my attorneys hair

Il faut éviter que se soit le client qui vous fasse remarquer la baisse de performances de vos équipes; d'où l'importance de: ● Présenter aux équipes le service ou le produit du client. ● Fixer un objectif SMART aux équipes en leur donnant le mode de calculs des commissions. ● Etablir un tableau de performance hebdomadaire sinon journalier de suivi des performances. ● Séances de debrief de manière hebdomadaire sur le niveau de réalisation de l'objectif. ● Transmettre au client les performances hebdomadaires de votre équipe. ● Meeting réguliers avec le client afin d'obtenir son ressenti sinon des informations nouvelles sur les ventes en cours. ● Mise à jour permanente des caractéristiques du produit ou du service auprès de nos équipes.