You've lost trust with a key account. How can you rebuild it after a failed upselling attempt?

Mir ist aufgefallen, dass folgende Vorgehensweise Verständnis schafft: —> Transparente Aufarbeitung: - Die oder den Fehler klar benennen - verstehen welche Konsequenz der Fehler hatte und sich entschuldigen - Sich persönlich engagieren, die Situation aufzuklären und gut zuzuhören - Hören welche Lösungen den Kunden befriedigen - Zusammenfassen was passiert ist und wie es bis von wem bis wann gelöst wird - Persönlich Updates kommunizieren - zukünftig den Fehler nicht wiederholen Damit wird Vertrauen aufgebaut und der Fehler zu einer Chance.

First need to accept and understand your mistake. after that surrender your self. Surrendering allows you to let go of that stress and anxiety and it helps you to begin finding acceptance and inner peace. Surrendering can also help you to find solutions to problems that you might never have considered if you were busy being focused on trying to control everything. Also need to give the clarity as much as possible in polite manner without arguing. show your genuine intention and rebuild trust. request for give chance in future opportunity and give confidence that you will give them better solution, support and price which help them to grow more.

One thing I have found useful is that after owning the mistake give sufficient time for healing up. Don't talk about business during this time and exhibit a lot of restraint. Patience and perseverance are the key to such situations.

It is essential to acknowledge the misstep and apologize sincerely. Take the time to listen to their feedback and concerns to understand their perspective. Offer additional value and support without focusing solely on sales. Show your commitment to their success by providing personalized solutions and demonstrating that you have their best interests at heart. Consistent communication, transparency, and a genuine effort to rectify the situation can help rebuild the trust and strengthen the relationship with the key account.

Foremost , acknowledge the misstep. Take ownership of the failed upsell and apologize for any disruption to the trust you've built. Secondly Refocus on their needs, Offer value without selling: Provide helpful resources, industry insights, without any immediate sales agenda. Focus on building goodwill. Most importantly Be patient .Regaining trust takes time. Be persistent in your efforts but avoid being pushy.

Admitting fault and open dialogue go hand in hand. The greater process here is a humble desire to be a long term partner with your customer who adds value regularly. The only way to know how to become the strategic partner is by opening communication lines and listening intently. One of my key customers (justifiably) fired me because I stopped being a valued partner and started being a salesman again. I approached them with a “better” (also more expensive) solution but I had let their basic needs fall off my radar. After I was fired by their company, we started actually talking business again. I added more value during that time (not selling them) than when my eye was off the ball.

Sr. cliente, peço-lhe desculpas pelo nosso erro, e gostaria muito que me falasse detalhadamente sobre o ocorrido, o que pensou e sentiu. E nesse exato momento, sem nenhuma interrupção, com empatia através da escuta ativa, incentivo-o a falar mais e mais, para eu possa entender, e compreendê-los mais e melhor, prestando total atenção a todos os detalhes. E se em algum momento ele (o cliente) parar de falar, através de perguntas abertas, incentivo-o novamente a falar e falar mais e mais, até eliminarmos todo e qualquer pensamento ou sentimento negativo, em relação ao ocorrido.

First of all, trust is the biggest thing in business. If the customer is confident that this company or this business is good then he will not leave anywhere. Thanks

First of all, an open and honest relationship is key to working together with. I would call this not just key account management but relationship management with the most important clients of the company. Always be honest and try to work together with.

Assuming you have open dialogue to begin with...because you already acknowledged and accepted fault; ask questions, shut up and listen to the answers. set goals for both parties, get out of your own way...customer is not happy and they probably need to let you know this. in your dialogue, make sure you say what you mean and mean what you say. In sales, these days your word needs to be followed by your actions.

Focus on helping, not selling: Instead of trying to sell more stuff, show how your products can actually help the client's business. Talk more and better: Keep in touch more often. Share useful info and be open about how you do things.

I would respectfully disagree, many immediate actions are worst in this case. I every relationship communication is key, but also sometimes to wait for the right moment to talk. For example, talking about serious business or even problems, is in my opinion not the best way to talk right away and second to talk about phone, Skype or other sources. Talk in person is in this situation necessary !

this falls in line with the first point. accepting responsibility for the problem is already an immediate action. Now is not the time to sell another case of product! Now is the time to re-sell or re-affirm yourself as the person that will make the wrong, right. Hone in on key points that upset the client, take notes, develop a time line in your head on the fly as to what they may feel are the priorities, then ask them what are the priorities....take notes. plan follow through for later.

A fidelidade entre vc e seus clientes, mostrarmos em uma futura negociação com problemas, que o seu profissionalismo e credibilidade, foram o todo para solucionar o quanto antes e com maior eficiência e eficácia, a situação que no processo da negociação poderia ser um desgaste entre as parte. Sua excelência é francesa nas suas metas e soluções para resolver o quanto antes os medos e anseios que se desencadeou. Apenas fortaleceram sua relação com seu cliente. Mostrando seu empenho e vontade para melhor atende lo. Seja honesto e sempre tênue em todas suas colocações e negociações ao longo da vida. Assim sempre terá uma fala coerente e verdadeira. Forte e insessiva.

The repair work has to start immediately after we have accepted responsibility. Most customer often time resist the solution because they do not want the situation to get worse.

Rebuild confidence through projects with peer customers and showing results that overshadow the mistakes of the past. Learning from those mistakes is the key to this success apart from professional excellence. Change style of working and exhibit maturity in performance

I guess the best way is to acknowledge the fact, learn from it and start rebuilding the rapo with prominent client stakeholders, gain the trust again and start working on the areas where client needs support, show that you are willing accelerate clients growth

Do something nice and hepful: Give them a free service, extra help, or a discount to show you care about keeping them as a customer.

actions speak louder than words. Make yourself stand out again. remind yourself that this relationship is important and valuable. Communicate and continue to ask questions. Set new priorities and follow up on them with the client... do this until you've checked off all their boxes. Actions speak louder than words.

Se seu diálogo sempre for forte e verdadeiro, seu cliente sentirá mais tranquilidade em se aventurar em uma compra onde vc aplicará uma estratégia de upselling. Ser mais ousado, pode ter a probabilidade de alguns erros de percurso. Contudo, se sua estratégia de venda, sempre ter a preocupação em ter a mínima margem de erro. Seu cliente, já saberá que estará comprando, terá algum risco. E se tudo correr com esperado, e sucesso, caso não, sua clareza na fala, e detalhes, tornaram mais fácil explicar possíveis erros na venda. E posteriormente maiores acertos na correção, caso ocorra. Fica a dica!

Meine Meinung zu diesem Thema ist das eine langfristige Kundenbeziehung ist: Wie in einer Ehe! In guten als auch schlechten Zeiten und vorallem auf Augenhöhe und für mich ein absolutes MUSS Ehrlichkeit!! Höhen und Tiefen gemeinsam meistern und Menschlichkeit nicht außer Acht lassen.

1. Understand Their Goals: Regularly align your services with their evolving objectives and challenges. 2. Provide Consistent Value: Continuously deliver high-quality results and support. 3. Build Strong Relationships: Foster trust through open communication, reliability, and genuine engagement. 4. Adapt and Innovate: Stay flexible and offer innovative solutions to meet changing needs. 5. Regularly Review Performance: Schedule periodic reviews to discuss progress and address any issues. This approach ensures a mutually beneficial partnership that evolves over time.

Commitment is key to every relationship, but also to work together with, even in difficult situations and times. For me it’s very important to start every relationship with, what is for you the most important thing, what do I need to provide for you, what the others didn’t provide with. Partnership need to grow, and I learn it in most of the ways, when I know the person on the other side!

Again assuming you are already engaged in a long term business commitment/relationship, only there's been a bit of a hiccup, I think its important to continue to let them know your interested in their success. They win you win. Also, come to terms with the reality that while the relations hip might be a strong one again, it may not look the same down the road. That's ok though, because in a way your building a new partnership with an old friend...this can be the new "norm" now.

Crear un cronograma de acciones pequeñas inmediatas que se puedan realizar donde cause un impacto qie dara una sensación que si es importante remendar la situación.

Because we do custom work, we often run into snags in the install portion. We always hold "post-mortem" meetings that include all departments to discuss how we can prevent the "snag" from recurring. The collaboration helps everyone be more vigilant moving forward.

Otro punto es ver si este error es una recurrencia , ya que el tema de crear un proceso que ayude a evitar este tema puede ser el que evite problemas con otros clientes mas adelante . Aqui se hace una revision de proceso actual y los posibles fallos , buscando una solucion a corto plazo para que se vea el impacto de forma rapida.

Fact that it's not organisations but ultimately people working together, the fault has to be identified acknowledged and rectified with assurance of improvement in all aspects of the engagement. Acceptance of self potential and setting up of expectations correctly will help avoid conflicts. Over commitments and unrealistic expectations should be corrected. Frameworks to ensure timely perodic checks and balances can predict and prevent major catostrophies.

Understand the details of why you lost the client, where you made your mistakes, highlight and take specific steps to.mitigate same before you go ahead in recovering the client at all. This will be a great help in renewing confidence and loyalty.

Credibility is the only currency of value in life. Credibility is dependent on integrity of intent, thought , communication & action. Most problelms resulting in lack of trust / credibility are not created by erroneous reasoning/ logic. They are caused by unexpected perceptions of ones intent/words/ actions. One effective way to correct this imbalance is by looking at the issue from the others point of view & understanding factors which led to negative perceptions. Having done so ,multiple approaches become available to remedy the situation whilst emphasizing integrity in intent, thought & action.

La historia mas importante sale de una vez que jn cliente solicito un equipo para un procedimiento . En el momento hubo mala comunicación y se envio algo que no era y habia un tema muy serio ya que no se podria llevar a cabo . En ese momento se logro recuperar llevando el producto que si era y el procedimiento se atraso 30 min . Aceptamos la culpa y no pusimos excusas y accionamos . Asi mismo creamos un plan de checklist en donde se verifica con cautela que todos los items vayan acorde a la orden del cliente y no quede nada mas hablado . Esto ayudo a disminuir la cantidad de errores ya que habia una verificación con el cliente con su pedido.

By consistently showing empathy, being transparent, and providing reliable support, you can gradually rebuild and strengthen trust over time