Dealing with a difficult client situation. Are you prepared to address potential issues before they worsen?

I strongly believe that holding a virtual meeting with all stakeholders prior to finalizing a transaction where everyone can ask questions, voice concerns, and where information can be shared is an excellent proactive approach in many businesses. This is where expectations are set and remedies to potential issues are discussed.

Be prepared that challenges are inevitable, turn them into opportunities for stronger relationships, better outcomes. Shift Your Perspective: The client is not inherently difficult. Focus on understanding their challenges and context objectively. Engage in Real Conversations: Have genuine conversations, uncover the root issues. Avoid assumptions, listen actively. Ask the Right Questions: Pose thoughtful questions to gain deeper insights into the client's concerns, identify underlying problems. Provide Thoughtful Solutions: Tailor solutions to address client's specific needs clearly, concisely. Foster a Collaborative Discussion: Discuss proposed solutions, invite feedback, be open to adjustments. Collaboration builds trust and respect.

Check your ego at the door before you start any conversation. Listen to the frustration of the customer. Empathize with them. Make note of their frustrations. Acknowledge the situation. Nip it in the bud. If the customer hasn't already told you, ask them what they need to correct the situation. Give them a strategy on how you will fix the situation. There may not be a solution. But let them know you will review and see what you can do. Give them a SMART plan. Timelines. Goals and an action on their side too so they feel vested in making the changes needed to move forward with a successful relationship.

Para poder anticipar los problemas es necesario conectar con el cliente y sus necesidades. Elementos importantes para conectar: 1. Escucha 2. Empatía. 3. Confianza Al enfocarse en estos 3 elementos es posible alcanzar esa conexión de manera efectiva y anticipar de manera oportuna cualquier dificultad que pueda presentarse. Otro elemento importante es la comunicación efectiva que complementada con la confianza nos regala esa transparencia tan necesaria a la hora de entablar una relación sólida y duradera con nuestros clientes.

It is always better to take a proactive approach and provide your client with enough space to raise any concerns/address any open items. This may push the deal by sometime but will avoid any future clashes and misunderstandings.

Strong relationships with customers and creating trust gives the confidence that you will always do the best for them placing their interests above anything else.

Hace algún tiempo, recibí un valioso consejo de un cliente que me hizo reflexionar profundamente. Me recordó que las buenas relaciones no solo se construyen con palabras, sino con acciones concretas: la sinceridad en nuestras interacciones, el respeto a cada acuerdo establecido y la rápida búsqueda de soluciones efectivas y duraderas. Aunque a veces escuchar feedback crítico puede resultar incómodo, siempre lo considero una oportunidad invaluable para crecer. Estoy convencida de que cada experiencia, tanto positiva como retadora, nos ayuda a fortalecer nuestro compromiso con la excelencia y a construir relaciones sólidas basadas en la confianza mutua.

Empathy by placing yourself in their feet can be the right trigger to take the handle on a fire-fighting situation with a key customer. Sometimes all they need is an attentive ear to their voice in order to provide a tailor-made solution to their business issue.

Clear and honest conversation is the basement for every relationship. I would not use frases or something that the person cannot understand. But also ask questions, to clarify and to make sure, you both understand each other, sometimes people have different cultural background, both are speaking the communicated language not as their main language, or other things which are different between you and the other person.

One thing I've found helpful is to be clear and direct in all client communications. Avoiding jargon and using simple language helps ensure the client understands the issue, proposed solutions, and expected outcomes. This clarity reduces misunderstandings and fosters better problem-solving.

One thing I've found helpful is to be clear and direct in all client communications. Avoiding jargon and using simple language helps ensure the client understands the issue, proposed solutions, and expected outcomes. This clarity reduces misunderstandings and fosters better problem-solving.

Account Management or Key Account Management is always about finding solutions, when both sides are still communicating with each other. In many cases the most challenging ones are even bringing you further in your own personal development. I also learned to say sorry, I did a mistake, or even to say sorry, for a broken relationship way before you start working for the company what you represent. I think people who can apologize are the next level of Leaders, which I really look up to. Relationship can not last without someone asking for forgiveness and I think it’s key also in business relationships.

In my experience, offering of solutions is an important element in these kinds of meeting. However, before doing so, we need to be sure that the 'emotional veil' of the problem is gone forever. In other words, good solution is only a good solution when a Client is fairly depressed or angry on an Account Manager. After making sure that everyone is ready to hear a solution, it should be presented in a very clear and logic way. Also note that a good solution is the solution that either remove the bad consequences ('losses') totally or implies gaining fully new opportunities. Other solutions don't seem to be effective in Clients' meetings in my opinion.

El profesionalismo es clave para manejar clientes de manera efectiva. No solo ayuda a mantener el enfoque en resolver problemas, sino que también establece un estándar de respeto mutuo que puede transformar interacciones tensas en oportunidades para construir relaciones sólidas y productivas

Active listening skills and maintaining a calm demeanour during a client crisis will help you stay professional, while proactively offering a customised solution ✅️

Absolutely at all times By us been professionals it create as trust and clients feel more comfortable on asking you or responding to our questions or concerns. Always Maintain that fiber optic line open for your clients 24/7

That’s where the money is at follow up follow up follow up. It’s good to always make contact even if they said no yesterday a quick call or text can help to close the deal Personally I love following up it’s so much easy to open up the conversation

As an account manager, I see effective client follow-up as crucial for keeping strong relationships and making sure clients are happy. It shows we care about their success and value working with them. Following up lets us solve problems quickly, understand their needs, and support them ongoing, which builds trust and loyalty. It also keeps communication open for feedback, helping us improve our services and meet their changing needs. Regular follow-up shows we're dependable and trustworthy, strengthening our role as trusted partners and fostering long-lasting collaboration and growth together.

It may be counter-intuitive, but sometimes you need to let things worsen, a little. Used widely in various avatars, curated or controlled crisis is a highly effective tool to get people to sit up, take stock, evaluate where they stand, and get down to brass tacks. From a simple scenario-based question in a certification to a fire drill or red teaming, crisis is a good test for everyone involved. To use it on a client, though, is a different beast altogether, and requires tact not easily acquired. Proceed with caution. It's not a bad tool to evaluate personal relationships either. 😉 #JokerWasRight

For the newcomers of the world of Account (Client) Managers, I would suggest to be open with Clients and be attentive to personal details. An understanding of what is going on in a life of your Client's manager sometimes can save a good deal.