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When a long-term client is upset with product changes, try an approach that combines co-creation with transparency. Instead of just explaining the rationale behind changes, invite the client to actively participate in refining or customizing the new solution based on their needs. This creates a sense of ownership, turning frustration into collaboration. Set up a dedicated feedback loop where they can suggest improvements, and acknowledge their input in future updates. By involving them in the evolution of the product, you're not just mending trust but transforming them into key partners in your innovation journey.
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I keep them in the know. Tell them about product changes, policy changes, compensation changes by text, email or newsletters. You owe your clients that info.
Talk to them why the changes came about.
Give them other alternatives. What’s better about this. They will trust your opinions if you are upfront and honest.
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First, you must understand the client’s specific needs and why they have concerns regarding the recent product changes.
Afterward, you should address these needs by exploring how you can best support them, whether through training, trials, or offering a promotion that enables them to access the platform in line with their expectations.
Lastly, provide ongoing support, possibly through Customer Success teams, to ensure they are using the platform or service effectively and that their needs are met promptly. Additionally, maintaining open communication and offering periodic check-ins can help identify evolving concerns and ensure a smoother transition to the updated product features, creating a stronger customer relationship.
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We all know that rebuilding trust takes time and effort.
But by showing genuine empathy, transparency, and commitment, we can strengthen our relationship with our client and demonstrate our dedication to their success.
"Trust is the currency of relationships."
When a long-term client feels let down, it is a significant loss.
Beyond the steps to navigate the challege, consider these strategies to rebuild trust:
Don't just listen to their concerns, feel them.
Put yourself in their shoes and understand the impact these changes have had on their business or personal life.
Honesty is crucial.
If there were unexpected challenges or setbacks, be upfront about them.
Transparency shows respect and builds credibility.