I know that not one organization wants to bring bad news to their clients. However, it is very important that you know how to properly address these situations and do the best you can to bring a solution. Remember that you have to be effective in addressing things not going as planned and the way you communicate with the client, could define whether or not he will stay with you or start shopping elsewhere.
1. Self-control, own the issue and be upfront:
You don’t go around the bushes, you do not make the issue bigger or smaller than what it is, you contact the client and let him know facts and what has happened. In my experience it is crucial that you are calm and collected and speak clearly about the situation.
2. Always have detailed next steps:
It is only 50% of the job telling the client what happened, what will really differentiate you from others is having a plan with the next steps and what you will be doing to complete the service. This is crucial because clients will rather have a reliable partner that steps up to the plate and deals with a bad situation diligently.
3. Create controls to avoid issue moving forward:
I know that circumstances that you cannot foresee could affect the service. Make sure that you are keeping your management team on the loop so they can revise each incident and come up with a plan to prevent it from happening again.
“After every mistake, we need to understand that we can look back and learn-so that we can move forward with confidence and avoid making the same mistake again.” ~ Zig Ziglar
Inevitably, there are setbacks, mistakes, issues or problems that come up while you are providing your services. Make sure you know what to do and address it with urgency and care for your customer. They might not like the situation itself, but your attitude, composure and proactiveness towards finding a solution will definitely mitigate your client´s reaction and even strengthen the relationship with your organization.
Key Account Managers Guide To Breaking Bad News To Clients [Infographic] – Account Manager Tips. (2020, November 1). Account Manager Tips. https://www.accountmanager.tips/breaking-bad-news-to-clients/