Importante dar ouvido ao cliente e mantê-lo informado. Esse é o principal ponto de atrito da marca que se posiciona como luxo. Pode desfazer toda a magia da venda por falta de atenção ao cliente. Trabalhamos constantemente para ter o cliente como foco mas ainda temos um caminho longo para colocar o pós vendas no mesmo patamar do processo de vendas.

I just assume that one day I may be on the operating table... fully unconscious and in the hands of this person whom I wasn't aware was my customer. How would I have reacted when alive? 🤕

Adopt a proactive, client-centric approach that builds strong, transparent relationships from the start. Key strategies include: Vendor Selection: Use a scorecard with cultural alignment, technical, financial, and operational metrics to ensure compatibility. Expectation Alignment: Define and mutually agree upon service standards with vendors upfront for accountability. Partnerships: Encourage vendors to view clients as strategic partners, not just customers. Continuous Improvement: Implement feedback loops for regular evaluation. Governance & Metrics: Establish clear metrics and regular reviews to ensure high service levels and accountability. This approach mitigates after-sales issues and enhances client satisfaction

What if instead of just fixing the issue, we asked the customer how everything looked and felt from their end? Sometimes hearing their side helps us find bigger gaps to tackle together.

When addressing a dissatisfied customer, I focus on three key actions: 1. Listen and Empathize: Start by listening actively and expressing empathy for their experience. I make sure to acknowledge their concerns, showing that I value their feedback and understand their frustration. 2. Provide Solutions, Not Excuses: Instead of explaining what went wrong, I shift the conversation to actionable solutions. I present options tailored to their needs, allowing them to choose the best way forward and feel empowered in the resolution process. 3. Follow Up and Reassure: After implementing the solution, I follow up personally to confirm they’re satisfied. This final touch helps rebuild trust and shows a commitment to long-term customer care.