Seu cliente está insatisfeito com a proposta de personalização. Como você pode girar para atender às suas necessidades em evolução?
Diante da insatisfação do cliente? Compartilhe suas estratégias para virar a maré e se realinhar com suas necessidades.
Seu cliente está insatisfeito com a proposta de personalização. Como você pode girar para atender às suas necessidades em evolução?
Diante da insatisfação do cliente? Compartilhe suas estratégias para virar a maré e se realinhar com suas necessidades.
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It’s normal for situations like this to come up. Start by understanding why the client is not satisfied with the proposal and make sure you address their concerns. Take some time to revisit their current needs. For example, if they’re looking for more flexibility, like adapting a system for a client who needed real-time updates, you can explore similar adjustments for them. The goal is to ensure the solution fits their specific requirements. Schedule a quick screen-share call/call to discuss their needs in detail. Addressing specific concerns, whether it’s the solution, technology, or even pricing, is often the best way forward. Thank you!
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Seek first to understand, then to be understood. When handling an unhappy customer, we must use both logic and emotion—in this case, our empathy. If we try to defend our proposal and focus on making the client understand our solution, needs, and goals, we will create an argument instead of building a conversation. By listening to our client, we can understand their needs, problems, interests, and objectives, and learn what makes them unhappy. This way, we can revise our proposal in a way that emotionally makes them feel safe and logically justifies the solution.
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When a client is unhappy with a proposal, it’s not about who’s right or wrong—it’s about deciding whether the relationship is worth preserving. If keeping the client is your priority, start by acknowledging their concerns without getting defensive. Listen deeply to understand the root cause, and resist the urge to explain your side prematurely. Once you’ve grasped the issue, ask permission to correct it, then exceed expectations in your delivery. Doing so not only resolves the immediate conflict but can turn a dissatisfied client into a loyal advocate who trusts you over any brand promise. Remember, it’s about retention, not justification. And sometimes, the best service you can offer is guiding them to a better fit elsewhere
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Identify the customers needs before customization.You know customers are king & Kings deserve all the things. In that case revise your proposal to find out the errors & resolve the issues.Make happy of your clients. 🙂
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It's common for client expectations to evolve during a project. When a client disagrees with a proposal, my first step is to have a detailed conversation to understand their needs and concerns. I then work with the team to explore creative solutions that address the client's requirements while maintaining our quality and feasibility. I prioritize finding a balance between their vision and our capabilities, turning feedback into an opportunity for improvement. This open communication helps build trust and often results in a more tailored solution that exceeds expectations, ensuring both parties are satisfied.
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In order to ensure 100% client satisfaction, one should practice SPIN selling. SITUATION: Focuses on establishing facts and finding out the customer's background. PROBLEM: Uncovers the prospect's main challenges. IMPLICATION: Helps the salesperson understand the implications of the problem. NEED-PAYOFF: Positions the product or service as the solution. This meticulous consultative approach will grab 100% attention & satisfaction right from the submission of first proposal.
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Identify gaps in the client's expectations by doing an Objective and unbiased RCA within the organization. Have an open conversation with the client and understand what drives the client's success. Anchor the client towards realistic and clear expectations on timelines and deliverables. Come up with an action plan to mitigate important and urgent gaps Follow through on the plan and have mutually agreed backup plans. Set targets within the organization that will delight the customer. Seek feedback regularly at least until the client is satisfied.
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In my experience it is important be clear with the customers since the first approach by telling them that most of the times, our solution can fit and solve the requeriment thru configuration tasks. But, in some cases it is needed to develop a particular solution. Althougt, perform a develops means and additional fee for the customer and more incomes to my company, I try to convince the client not to ask too many develops, and use the Software and it´s standard options to work. Other strategy is start working with the standar's platform version and once the users have the entire perspective, we can discuss which customization is really needed... I change the cap of salesman for the consultan's cap.
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Listen closely to their concerns, offer tailored adjustments that perfectly aligns with their goals, and present a flexible roadmap that not only accommodates their current requirements but also built their confidence for accomodating future changes. It has become standard practice to share 2-3 versions of any proposal now.
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