Your key client expresses dissatisfaction with your team's service. How will you turn the situation around?

Acknowledge the mistake from the start. This disarms any confrontation and puts the client in a position to understand you. Show that you are fully committed to finding a solution to their problem and consistently demonstrate this approach. Keep the client informed of any progress in resolving the issue!

When faced with a key client's dissatisfaction, I would immediately arrange a meeting to listen to their concerns and apologize for any inconvenience. I also proceed to investigate internally to understand what went wrong. After which I develop and present a detailed action plan addressing each issue, to show our commitment to improvement. Quick implementation of changes would follow, with regular follow-ups to ensure the client notices progress. This approach aims to resolve current problems and strengthen the relationship, turning a negative situation into an opportunity to showcase our dedication to client satisfaction.

Listening is a very powerful skill. It’s essential to carefully listen to the client's issues and understand their point of view. Providing assurance that a solution will be provided as soon as possible is key. Clear and concise communication is crucial, and maintaining a positive attitude will play a significant role in restoring the client's trust in the organization

Negative feedback can still be positive -- it can give us more opportunities to learn and improve our craft. Taking into consideration what the feedback is will help you guide your team so you can deliver better results and service in the future.

When a key client expresses dissatisfaction with my team's service, I use the Feedback Loop framework, which involves actively gathering, analyzing, and responding to client concerns. After listening to the client’s issues, I take immediate ownership and communicate corrective actions based on their feedback. In the Remote Performance Evaluation Project, I implemented similar practices to improve service quality by reassessing team strategies and aligning them with client expectations. Once improvements are in place, I follow up consistently, ensuring the relationship is restored and strengthened. "The Power of Thanks" by Eric Mosley explores how creating a culture of feedback fosters stronger client relationships.