Primero, escúchalo atentamente para entender las causas específicas de su insatisfacción. Luego, ofrece soluciones claras y un plan de acción detallado para resolver los problemas. Asegúrate de hacer un seguimiento constante para mantener la comunicación abierta y demostrar tu compromiso. Convierte el desafío en una oportunidad para fortalecer la relación, mostrando que estás dispuesto a adaptarte a sus necesidades y trabajar juntos para alcanzar el éxito.

Never a problem! Here's what's worked out for me! Empathy - Always start with empathizing with your customer, if you are passionate about what you do, that will come naturally. This will enable you in understanding what part of the onboarding process was unsatisfactory. Feedback loop - Take that information and have an internal discussion, this will enable you to fix the onboarding process. And now this is where you turn this into success. Ownership - Upon understanding the customers onboarding pinpoints, don't move the ball back to onboarding and have the customer go through the onboarding again. Take ownership and lead frequent implementation sessions with your customer to deliver success yourself!

To address the client’s concerns, I would start by listening carefully to understand their main issues and frustrations. Then, I’d create a clear plan with specific goals, timelines, and responsibilities to resolve the problems quickly. Regular updates and open communication would ensure they feel involved and informed throughout the process. By prioritizing key issues and delivering results that exceed expectations, I’d aim to rebuild their trust. Finally, I’d gather feedback to improve our processes and show commitment to a strong, long-term partnership.

Winning over a client to begin doing business is the difficult part with their 2nd impression being the onboarding process. I have always believed that as an account manager you should lead that effort by rolling up your sleeves and diving into the process. In the case of an unhappy client; Determine 1) what the bottleneck is 2) propose solutions 3) stay on top of the situation until remedied 4) keep the client in the loop the entire way. Having been on both sides of this situation, originally as the client myself, I was always impressed by effort and genuine care upfront. It reaffirmed that I made the correct decision to do business with that counterparty and most often led to a long and lasting business relationship.

From my experience, turning client dissatisfaction during onboarding into success requires immediate action and clear communication. I would start by understanding their concerns in detail through an open discussion. Next, I’d reassess the onboarding plan, identifying bottlenecks and proposing realistic timelines for improvement. By leveraging my expertise in Ind AS/IFRS compliance and internal controls, I’d implement tailored solutions to streamline the process. Regular updates and milestones would rebuild their confidence, ensuring a smoother transition and long-term satisfaction.