In this blog, we will be discussing how to destroy client conflict and build trust with the client. There are a few main steps to the process of restoring trust, they will make for the topic of discussion below. Here is a scenario for you. Imagine you have just introduced new technology to a client, that you think will be a real improvement. However, the client actually hates the new technology and does not trust you to provide for them anymore. What are you going to do?
Well, you could start by getting the facts straight. it is very important to see the facts through the eyes of the client. You must put yourself in his or her shoes in order to fully understand the situation at hand. You may not believe the client’s facts, but, it doesn’t matter. You are just trying to get a taste of what the client believes so you can begin to understand them and repair the relationship. You want to pay attention to the client as they tell you what is the problem and watch carefully for what they say and how they say it. This can give you some incite as to their knowledge on the topic. It may be very hard to listen to someone who is mad at you, but you must deal with it. I have a very hard time listening to people who are mad at me. Instead of engaging with someone who is not happy with me, I would prefer to walk away. But, that doesn’t resolve the issue and rebuild the trust.
Next, it is very important that you emotionally engage with the client. You need to figure out the client’s feelings on the situation. It is important to watch them as they talk with you. Visuals like a red face and yelling may indicate they are very distraught and the situation may be more serious than you may have anticipated. Next, you. could question those feelings. I recommend saying something like, you seem upset. Usually, they will tell you if something is drastically wrong and the truth will spill out. do this all of the time when talking with bosses, friends, and family members. Although is sometimes regret saying something like this to my mother. That just ends in an uncomfortable yelling session that I usually want no part of. That is besides the point though, it is very important to learn how the client feels about any and all situations.
Upon doing this, it is crucial that you let the client know that you get it. The client needs to know you understand what is going on and that you are willing to correct the wrong and help them.
Lastly, you must handle the problem. In order to handle the problem correctly and efficiently, you must styler to the needs of the client and not shy away. Yes, they may be angry with you, but it s your job to make them happy again. By all means necessary, you must deliver on all of your promises made to the client and more. Also, as stated above, you need to emotionally make a connection with the client. This is something that we have seen in many chapters before. Being personable with someone can always lead to a healthy relationship built on trust.
Conclusively, client conflict sucks. It dampens the mood of both parties involved. The client becomes angry and stressed out that something has gone wrong, and you are more than likely angry and stressed out trying to help the client. It is so important to gain a clients trust, and it is not something to be tampered with. Follow the steps above to hopefully avoid and or handle future client conflict.