Vous êtes confronté à un nouveau client qui a été échaudé par d’anciens gestionnaires de compte. Comment pouvez-vous regagner leur confiance ?

Rebuilding trust with a new client who has had negative experiences with past account managers requires a thoughtful, transparent approach. Start by actively listening to their concerns and understanding their previous challenges. Acknowledge their frustrations without becoming defensive, demonstrating empathy and a commitment to change. Set clear expectations from the outset, including communication frequency and response times, to establish reliability. Regularly provide updates on progress and be transparent about any challenges that arise. Deliver on promises consistently, and seek feedback to show that you value their input. Building a strong, honest relationship over time will help restore their confidence in your partnership.

To rebuild trust with a client who's had negative past experiences: Acknowledge Concerns: Listen to their past experiences and empathize. Be Transparent: Clearly explain processes, timelines, and challenges. Set Clear Expectations: Align on realistic goals and deliverables. Communicate Consistently: Provide regular, proactive updates. Deliver Early Wins: Start with small successes to build confidence. Follow Through on Promises: Meet deadlines and commitments. Be Accountable: Own mistakes and offer quick, effective solutions. By being transparent, reliable, and delivering results, you can rebuild their confidence.

I see this, literally, ALL the time. M.O. is simple - 1. Fall on the sword and apologize for the sins of the past, on behalf of your firm. 2. Tell them that we are turning the page and that there's a new sheriff in-town and 3. Determine plan of action and know that it will take time - and action - to rebuild trust. I once had a customer tell me in the heat of negotiation that they were skittish as they didn't trust their prior account manager. I can give you a hundred stories like that. All you can do is use your integrity, trust & ability to execute to show how you can do what you do better than those people that torqued them off.

When working with a new client who has had negative past experiences, consider the following approach: - Active Listening Begin by actively listening to the client. Adopt a customer advocate tone to understand their past experiences. -Gather Insights #Identify what went right. #Understand what went wrong. #Recognize key challenges from both the client's perspective and your own. #Feedback on potential improvements -Develop a Plan Use the insights and feedback to create a plan that addresses the client's concerns. Demonstrate your commitment to improving their experience and going the extra mile. By actively listening and addressing past issues with a clear plan, you can rebuild trust and create a positive relationship with the client.

All of the above stand true.. ...and to add to them is this; also do a thorough analysis of what went wrong with the other account manager or managers....cos sometimes it's not just about the account manager but about the account owner itself. Doing this will give a clear understanding of your client and expectations