You're navigating misunderstandings with a new client. How can you ensure the relationship remains intact?

Listen actively and try to understand their perspective. If possible, quickly think as the client and things will be more clear to you. If a misunderstanding occurs, apologize sincerely. It shows professionalism and respect. Keep Regular Communication as regular updates prevent surprises.

Recognise first of all that this is a golden opportunity to secure this client for life! Customers who experience exceptional service recovery stay with you. Be quick off the mark and own the error. Apologise that they have experienced this and be sincere. They will know if you are not sincere! Leave them in no doubt that you will rectify this error to their satisfaction. These critical steps alone will help them to relax and have confidence that things will be sorted. Take time to really listen and understand their perspective: not just the facts of the problem but how it made them feel. Don't shy away from the human and emotional impact of this error. Then deliver the solution, quickly and exceed their expectations.

Navigating misunderstandings with a new client requires a combination of clear communication, empathy, & proactive problem-solving. Acknowledge the Issue: Recognize the misunderstanding & address it promptly. Listen Actively Clarify and Confirm: Restate what you’ve understood from the client to ensure you’re on the same page. Stay Calm & Professional Apologize if Necessary Offer Viable Solutions Document Everything: Keep detailed records of communications & agreed-upon actions. Set Clear Expectations: Ensure that both parties have a clear understanding of expectations, deliverables, timelines, & responsibilities. Seek Feedback: Encourage the client to provide feedback on how the situation was handled.

Reconhecer o problema é fundamental para trazer de volta o bom relacionamento na entrega. É muito importante que levemos ao cliente o problema de antemão, sem que haja espera, o cliente precisa saber que o problema existe precisa saber através de você (responsável por aquela operação). Isso mostra ao cliente a segurança de que você tem sobre o problema, e mostra também uma transparência na relação cliente/prestador, uma vez que fica claro que o responsável pela operação não tem “medo” de expor um problema identificado. Leve o problema, explique-o, nunca perca tempo se justificando… Perca tempo levando uma solução.

It is key to give space to your client to share their thoughts and concerns in detail. This shows that you value their perspective and are committed to resolving the issue. Listen attentively without interrupting. Active listening helps you understand the client’s viewpoint and demonstrates respect for their concerns. Summarise what you’ve heard to ensure you accurately understand the client’s concerns. This will help create a safe space for them to feel heard and understood.

Eu por exemplo, sempre compartilho minhas ideias e até mesmo problemas com meu cliente… Isso é fundamental para desenvolver e criar um relacionamento de confiança. A partir do momento em que o cliente percebe isso, o relacionamento tende a ficar com mais confiança através de muita transparência. Sempre que houver a oportunidade, leve o cliente junto das ideias, deixe que ele participe, pra que ele sinta que você confia.

Provide various options for your client to consider. This demonstrates your willingness to be flexible and find a resolution that works best for the client. I would recommend explaining the benefits of each potential solution, and share how each option addresses the client’s concerns and the positive outcomes they can expect. Make sure to detail the necessary steps for implementing each solution, so that both parties are clear of what will be required from both sides.

Be proactive in providing regular updates to the client on your progress and any outcomes related to the resolution of the misunderstanding reinforces your professionalism. Make sure to include details about what has been completed, what is currently being worked on, and what the next steps are. This helps to create more trust between you and the client.

I believe that following through on commitments is crucial in turning a potentially negative experience into a positive one. After agreeing on a solution with the client, I prioritize timely and transparent communication to ensure they're informed every step of the way. By providing regular updates on my progress and the outcomes related to the resolution, I demonstrate my reliability and build trust. This proactive approach shows that I value their time and business, and am committed to making things right. By turning a potential weakness into a strength, I can transform a misunderstanding into an opportunity to deepen our relationship and showcase my professionalism.

Reflection helps you to identify areas to improve and work on. My mentor always remind me, "Seek education, not validation." Ask the client for their perspective on what went wrong and how it could have been handled better. Their insights are invaluable for understanding the issue from their point of view. This will help you gain a clearer picture of how to improve your communication and work style with them.

I believe that maintaining a connection with clients beyond the resolution of an issue is crucial in building a strong, long-term relationship. By continuing to engage with them regularly, I demonstrate my genuine interest in their business and well-being, showcasing my commitment to their success. Through ongoing communication, I can stay attuned to their evolving needs and preferences, enabling me to proactively address potential issues before they escalate. By fostering a culture of openness and trust, I can deepen our relationship, leading to increased client satisfaction and loyalty. My approach is centered around the belief that client relationships are a marathon, not a sprint!!

Client Shadowing Program: Shadow the Client: Spend a day or a few hours shadowing your client in their work environment. This firsthand experience allows you to understand their daily challenges, workflows, and pain points, providing deeper insights into their perspective. Invite Client to Shadow: Similarly, invite the client to shadow your team as they work on the project. This transparency helps the client appreciate the complexities of your work, fosters empathy, and builds trust. It also opens up opportunities for real-time feedback and clarification of any misunderstandings.