- Early Intervention: Recognize potential challenges early. If a client conversation turns contentious, involve a neutral senior party who isn't directly involved in the project.
- Active Listening and Diplomacy: Avoid arguments. Listen actively to the client's concerns before proposing solutions. If there's disagreement, execute the client's instructions while documenting your perspective in emails for clarity.
- Clarifying Questions: Continuously seek clarification from clients, validating their expertise and input. Comment on assumptions to build mutual confidence.
- Designated Communication Roles: Designate one team member to deliver potentially difficult messages to maintain positive client relationships. Others should support with positive interactions.
- Transparent Expectations: Communicate effort estimates clearly. For example, estimate task completion times realistically, accounting for external commitments, and align them with client expectations.
- Consistent Follow-Up: Maintain regular follow-up until project closure. This ensures accountability and keeps clients informed about progress.
- Document All Key Communications: Always document key client interactions, decisions, and approvals. This serves as a record that can be referenced later if any disputes arise. Use clear, concise language in emails and meeting minutes to avoid misunderstandings.
- Set Clear Boundaries: Establish clear boundaries regarding what is and isn’t within the scope of the project. If a client requests something outside the agreed scope, gently remind them of the initial agreement and discuss how additional requests may impact timelines and costs.
- Escalation Protocol: Have a clear escalation protocol for unresolved issues. If a conflict cannot be amicably resolved at your level, escalate it to higher management while keeping the client informed of the process.
- Client Education: Invest time in educating clients about processes, timelines, and the implications of their requests. A well-informed client is more likely to make decisions that are aligned with project goals.
- Feedback Loop: After resolving any contentious issues, seek feedback from the client on the resolution process. This not only shows that you value their opinion but also helps you improve future interactions.
- Stress Management: Encourage team members to manage stress and maintain composure during difficult interactions. Just say, we will discuss internally and get back to you
CEO | Connecting AI & Industries | Driving Global Business Expansion, Tech Commercialisation | Events & ROI-Driven Networking | Circular Economy | Solar + Battery = Energy Freedom | Middle East Solar Industry Association
6 个月Excellent points
Financial modelling training Expert | Excel Expert | Bid modelling and Project Finance | Renewable energy and Utility sector
6 个月It’s like a holy grail every new comer can begin with to manuever through conflicts and client management. ????
GCC | Global Account Management | Building Client Relationships
6 个月Greats points penned down Mayank. Also, Nishant has also added good points. F2f is critical for important discussions and sometimes for small talks also (it helps in creating trust). We have to be honest and true to the clients, no matter what. It helps in setting up fair expectations right from the beginning. Also, from my experience, if we are going south from our pre decided timelines or deliverables or maybe if we get into unexpected compromised situations, we should first tell the client about the deviations and also propose ways to mitigate the loss proactively.
Sales Director @ Cint | Driving Revenue Growth & Client Success | Expert in Strategic Partnerships & Consultative Selling
6 个月Very useful. I think all of these will come handy in managing a healthy client relation. I think in addition, also try to have a white knight (someone in client organisation who will advocate for you) wherever possible to help navigate the relationship or help with the critical issues. Also i wont recommend, solving all issues on emails. In some cases, difficult people to work with are surprisingly hospitable when discussing issues F2F.