Vous êtes un consultant cherchant à améliorer les relations avec les clients. Quelles erreurs de feedback devez-vous éviter ?

En FORSITIS, entendemos que la retroalimentación es una herramienta estratégica que puede moldear el futuro de cualquier relación con el cliente. Sin embargo, la negatividad mal gestionada puede erosionar esa relación. Transformar las críticas en oportunidades de crecimiento es un arte que hemos perfeccionado. El objetivo no es solo señalar lo que no funciona, sino también iluminar el camino hacia la excelencia. Nuestra experiencia demuestra que, al adoptar un enfoque constructivo, convertimos desafíos en palancas de transformación, asegurando que cada interacción fortalezca la confianza y la colaboración.

Absolutely! It's unethical when I see consultants in the process of trying to make correction water down another fellows work, for the effort and input, no one should be scored zero. So it's appropriate to be simple and just focus on the observations, issues and not attacking or using derogatory words.

Have you ever faced a situation where a client was adamant about an issue? Instead of immediately referring to meeting notes, consider the client’s perspective. Are they nervous or stressed? Instead of calling them out, could you ask for some time to prepare and suggest a one-on-one session? During such a session, you might notice a positive change in their tone. Could you propose more one-on-one sessions in the future, emphasizing how much you value these interactions? By seeking to understand and leveraging what works well for both parties, you can foster a more positive and productive relationship. How can you apply this approach in your interactions?

1- The first mistake is not to detect in time that there is dissatisfaction. Be alert, the sooner you detect the problem the sooner you can try to solve it. 2- When you detect that the customer is dissatisfied, do not assume why. Talk to the customer and listen. You may not know what the problem is. 3- Once you have identified the problem, don't walk away from the customer. Rather, get closer: communicate possible solutions in a transparent way. 4. Once you have solved the problem, follow the process through to resolution.

Focus on constructive criticism and positive reinforcement to maintain a healthy relationship framing feedback in a way that highlights areas for improvement without being overly critical is key to avoiding defensiveness and fostering collaboration

El timing es crítico en cualquier aspecto de la consultoría, y la retroalimentación no es la excepción. En FORSITIS, hemos aprendido que la eficacia del feedback no solo depende de su contenido, sino también de cuándo se entrega. Un comentario puntual puede ser el catalizador que impulse un proyecto hacia el éxito, mientras que uno tardío puede dejar escapar oportunidades clave. Equilibramos la urgencia con la reflexión, asegurando que nuestras recomendaciones no solo sean oportunas, sino también profundamente consideradas, optimizando el impacto en la ejecución estratégica del cliente.

I love to use this acroymn S.M.A.R.T and the "T" there stands for Timebound. Especially when you are in the know, making corrections after the deed has been done is "irrelevant" as alot of damage has been done. Please ensure to make it spontaneous and prompt as possible, also make the communication clear while it contains the core part of the message.

Providing feedback at the wrong time can lead to misunderstandings and frustration. Ensure you choose an appropriate moment when the client is receptive and there is ample time for discussion. Avoid giving feedback during stressful periods or right after a setback, as emotions may be high, and the message could be poorly received.

Play with minds and let them ask you for feedback first because, no matter how essential your feedback might be, you can't force people to listen to what you've got to say. Sometimes, you must say something, and you know that not mentioning it will cost the entire team a lot. Then, please take the opportunity to let others know about it.

To enhance client relationships, avoid vague or general feedback like "Good job" or "Needs improvement." Be specific about what was done well or what needs change, citing exact examples and offering actionable suggestions. Refrain from providing feedback too late, as it can diminish its effectiveness and relevance. Ensure your feedback is constructive and focuses on behaviors or processes rather than personal attributes. This approach fosters clarity, demonstrates respect, and helps clients understand how to improve effectively.

La especificidad en la retroalimentación es lo que separa la mediocridad de la excelencia. En FORSITIS, sabemos que las observaciones vagas pueden generar confusión y estancar el progreso. Por eso, cada recomendación que ofrecemos es clara, detallada y directamente aplicable. La precisión en el feedback es nuestra norma; no basta con identificar un problema, es crucial delinear el camino hacia su solución. Al ser específicos, no solo guiamos al cliente con certeza, sino que también establecemos un estándar de calidad que se refleja en todos los aspectos del proyecto.

In the S.M.A.R.T acroymn, the "S" stands for Specific. The feedback must be clear and Specific not vague so as to communicate the intent of our heart as regards the project. Avoid using too many words or examples as the main context could be lost in the multitudes of words.

Vague feedback is not helpful and can leave clients confused about what needs to change. Be specific about what you’re referring to and provide clear examples. This helps the client understand exactly what they’re doing well and what areas may need improvement, making the feedback more actionable.

Sometimes, we want to say something to show that we are on course and know precisely what to do, and we've got this! But we haven't! It's better to remain silent than to say something that might change the entire plan in the wrong direction.

En FORSITIS, entendemos que la personalización es el núcleo de una consultoría efectiva. Cada cliente tiene su propio contexto, desafíos y objetivos; por lo tanto, la retroalimentación debe ser tan única como ellos. Evitar el enfoque "talla única" es esencial para que nuestras recomendaciones sean relevantes y accionables. Adaptamos nuestros insights a las particularidades de cada cliente, lo que nos permite ofrecer soluciones que no solo resuelven problemas, sino que también impulsan un cambio significativo y sostenible. En la personalización, encontramos la clave para una consultoría verdaderamente transformadora.

Tailor your feedback to the individual client’s needs and context avoid using a one-size-fits-all approach consider the client’s personality preferences and unique situation when providing feedback this personalization shows that you understand and value their perspective

Tailor your feedback to the individual client’s style, preferences, and needs. Generic feedback can come across as insincere and may not resonate with the client. By personalizing your feedback, you show that you’ve taken the time to understand their unique situation and are genuinely interested in their success.

La retroalimentación, en su forma más efectiva, es un proceso bidireccional. En FORSITIS, no imponemos nuestras opiniones; las ofrecemos como puntos de partida para un diálogo enriquecedor. Fomentar el intercambio de ideas y perspectivas no solo fortalece la relación con el cliente, sino que también genera soluciones más innovadoras y robustas. Nuestro enfoque es colaborar estrechamente con las partes interesadas, asegurándonos de que cada voz sea escuchada y que el feedback se convierta en una herramienta para la co-creación de valor. Este intercambio continuo es lo que diferencia una consultoría estándar de una verdaderamente excepcional.

Feedback should be a two-way conversation not a one-sided critique encourage clients to share their thoughts and reactions to your feedback this opens up a dialogue that can lead to mutual understanding and stronger solutions and it shows that you’re invested in their success

Feedback should be a two-way conversation, not a one-sided critique. Encourage clients to share their thoughts and perspectives, and be open to their input. This fosters a collaborative environment where both parties feel heard and respected, strengthening the relationship.

El seguimiento es donde se materializa el valor de la retroalimentación. En FORSITIS, sabemos que el impacto real de nuestras recomendaciones se mide en su implementación efectiva. Sin un seguimiento diligente, incluso las mejores ideas pueden perderse en la ejecución. Por eso, monitorizamos de cerca la adopción de nuestras sugerencias, asegurando que cada paso se alinee con los objetivos estratégicos del cliente. Este enfoque proactivo no solo garantiza resultados, sino que también refuerza nuestro compromiso con la excelencia, mostrando que en FORSITIS, el éxito del cliente es nuestra verdadera medida de logro.

After giving feedback follow up to see how the client is progressing and if further support is needed this shows that you’re committed to helping them improve and that the feedback wasn’t just a one-time event it also allows you to address any lingering issues and reinforce positive changes

Once you’ve avoided negativity, timed your feedback correctly, and given specific, measurable feedback, how do you close the loop? Follow-up is crucial for building trust with your client. Are you showing engagement and demonstrating that your client matters and that you’re committed to their success? Follow-up provides an opportunity to gather further feedback and make necessary adjustments. Are you also celebrating wins with your client during follow-ups to reinforce positives and strengthen your ongoing relationship? Challenge yourself to think about these aspects and how you can implement them to enhance your client interactions.

After giving feedback, it’s important to follow up to see how the client is progressing and if they need further support. This shows that you are committed to their growth and are available to help them implement changes. Regular follow-ups help maintain momentum and demonstrate your investment in the client’s success.