Your team's work is being questioned by a client. How do you handle the situation effectively?

Listen carefully: - Schedule a meeting with the client to hear their concerns in full. - Take detailed notes during the conversation. - Ask clarifying questions to ensure you understand the exact nature of their concerns. - Avoid interrupting or becoming defensive; focus on gathering information

If a client complains about the work you've done, instead of getting defensive, show the courage to listen. Getting feedback on potential areas of improvement is the best way to learn. Listening to client concerns and criticism can be a superpower that helps your team grow. But many people don't really listen - they just wait for their turn to speak. Instead, listen intently to understand what went wrong, what didn't make sense, and how you can improve. Then use the information you've gathered from the client to gain a clearer understanding of the issues and identify potential solutions.

I would say: Listen First: When a client questions your team's work, start by listening to their concerns without interruption or defensiveness. Show Respect: Actively listen to show respect for their perspective and gain a clearer understanding of the issues. Show Respect: Actively listen to show respect for their perspective and gain a clearer understanding of the issues.

Before analyzing or come on any conclusions, firstly listen carefully and without interrupting the conversation from both sides. In this way you show the respect towards the client and your teammates. when we listen both sides issues after that we can easily identifying the real cause of problem. And after that we can come to a conclusion how to resolve the issue.

Give the client the opportunity to express their concerns fully. Avoid interrupting or getting defensive. This shows respect and can provide valuable insights into the issue.

Once I’ve fully understood the client’s viewpoint, I make sure to acknowledge their concerns. I often start by summarizing what I’ve heard to confirm we’re on the same page. Then, I express that I understand their perspective and appreciate their feedback. This helps to build trust and shows the client that I am committed to addressing their concerns seriously and promptly. By doing this, I can maintain a positive working relationship and ensure the client feels valued and respected.

Acknowledge concerns: - Express appreciation for their feedback, e.g., "Thank you for bringing this to our attention." - Validate their feelings without admitting fault, e.g., "I understand why this would be concerning to you." - Assure them that you take their concerns seriously and will address them thoroughly.

Let the client know you understand their worries. A simple statement like, "I understand why this is important to you," can go a long way in building trust and showing that you care about their perspective.

Faire attention à ne pas être condescendant, ce qui envoie un message de déni au client. L'empathie est importante, même si notre avis diffère.

Validate the client's feelings by acknowledging that their concerns are important. This demonstrates empathy and a willingness to address the problem.

Analyze the situation objectively. Take a step back and review the work in question. Gather all relevant information from your team and compare it with the client's feedback. This helps in identifying any discrepancies or misunderstandings.

Lorsqu'on commence par:" je ne suis pas d'accord...". Le client va se mettre en mode défense et il sera plus difficile de garder un dialogue ouvert. En se référant aux faits, aux objectifs, on reste professionnel sans que les émotions biaident notre point de vue

Communicate transparently: - Set up a face-to-face meeting or video call to discuss your findings and proposals. - Present your response document, walking through each point methodically. - Be open to questions and further discussion. - Maintain a collaborative tone, emphasizing your commitment to the client's satisfaction.

Once you have a clear understanding of the issue, explain your findings to the client in a straightforward manner. Be transparent about any mistakes or areas of improvement and reassure them that you are committed to resolving the issue.

Toujours reformuler et s'assurer que le client a bien compris. Au besoin avoir recours à une tierce personne. Prendre des exemples concrets.

Propose actionable steps to address the client's concerns. This could involve making corrections, providing additional information, or adjusting your approach for future work. Ensure that the solutions are realistic and achievable within a reasonable timeframe.

Il faut proposer une / ses solution, qui soit entendaient par le client. Un arrangement est toujours plus productif qu'un non lieu.

Present actionable solutions to address the client's concerns. This could involve revising the work, providing additional resources, or adjusting timelines to meet their expectations.

After implementing the solution, follow up with the client to ensure they are satisfied with the resolution. This reinforces your commitment to their satisfaction.