Negative Client Feedback is the Start of Innovation

When a client leaves you a message along the lines of “We need to talk,” our first reaction is to cringe and start thinking of all the bad things the client is going to throw in our face. We instantly tense, and formulate our push-back strategy when the client starts bringing up the issues they find unsatisfactory, or worse, we think of hiding in the closet and trying to avoid the conversation altogether.

Stop right there.

A client calling you and letting you know that they’re not satisfied with the service or product you’re providing is the start of improvement. It is a GIFT! I know it doesn’t feel that way in the moment. No one likes to receive criticism. But if you can open your mind up to the idea that your client is trying to help you improve, then every piece of criticism doesn’t lend itself to “you’re not good enough” or other fear-based thinking that isn’t helpful for growth. Instead, this type of feedback can be transformative.

In this post, I’m going to talk about three types of negative client feedback, and how we can overcome them:

  1. “I’m not satisfied with [X], and I want a discount!” Our initial response is to push back on something like, “Well you have access to the other 90% of the features, don’t you? Or I’ve given you great service except for the ONE day you called me when my kid had a 103-fever, and I wasn’t available!” At the bottom of this statement, is your client saying that you as a service or product provider hurt their trust, and now they want to hurt you too (in the pocketbook).” Your client is saying, “I’ve seen this issue, and I’m worried that you might be like the other product or service providers out there and you’re not going to meet my expectations.” Your first response is to acknowledge or restate the experience your client has had. Restating the problem might sound like, “I understand that recently, our product has not had all of the functionality we promised,” or “I understand that I wasn’t there for you on the day you needed me.” It’s critical that your client feels that you HEARD them. Next, you want to work on a strategy for working through this trust issue together. A good follow-up question might be, “Moving forward, can I give you updates on how the repair is going so you’re always updated on the status?” Or “Would you like to meet on a more regular basis, so we can address items that come up more proactively?” You can even ask a more open question than that, “Moving forward, what can I do to make you feel more confident in my [product/service]?
  2. “Your [product/service] looks funny.” Clients may pick apart the aesthetics of a design feature or something you created. The bottom line is, your client is picking on something that is more of a personal preference rather than something you can definitively say is wrong. Although you may not necessarily agree with the feedback, the best strategy here is to look for a middle ground where the client is getting what he or she is asking for, and you don’t feel like you’re putting your firm’s reputation on the line by creating a product you don’t feel proud of. If you do a little more digging into “why” the client is looking for the change, this can uncover hidden drivers which can, in turn, help you learn how to steer the design towards something better. Either way, it’s an excellent place to have a conversation and make sure you and your client are on the same page for the project’s goals.
  3. “Your [product/service] has a proven defect.” If you’re dealing with software, maybe the software application has a bug, if you’re dealing with graphic design or a writing project, perhaps it’s that you have too many typos. Either way, at some point, a client will bring up an issue pertaining to quality. Quality problems are the best opportunities for growth. When you uncover quality issues, these are vast areas to look for improvements in your process. Are you rushing through critical portions of your project to meet deadlines? It might be time to look at your QA process. Although it’s never fun to have a client point out quality issues, it’s a massive benefit to your company if you use it as an opportunity to innovate and improve.

Creating a strategy for responding to client feedback (negative or positive) is critical for growing your business. Although we don’t usually look forward to challenging conversations with our clients, these conversations are often the most significant catalysts for organizational change. The next time you are facing a challenging discussion with a client, remember this is a tremendous opportunity for growth.


How to Get Out of a Sales Slump

When you, your team, office or firm is in a slump, it doesn’t take long before the finger pointing begins.  After spending too much money on a losing pursuit, or experiencing a loss in revenue over a long period of time, you may hear questions like:
Why did we chase those projects? or Why did our team go after that? 
The Bottom of Failure
Even though we don’t want to admit it, at the bottom of all of these issues is fear of not getting what we want in that moment. These things sound like, “You can’t get a bit of you don’t swing the bat.” And in some cases it can be, “I’ve got a team of people that depend on me finding the next job.  I need to show them that I’m trying.” Showing them that you’re trying doesn’t mean chasing an RFP that a procurement person sent out to 20 other firms for a project that you haven’t heard of until then.  When we get afraid, we stop chasing the right vision, we stray from the strategic path, and we get pulled towards things that aren’t good for us.
What Not to Do
We also start looking outside for the savior.  Yes, it could be that we’re lacking in some way, but then we start selling ourselves on the idea that we’re failing because we’re lacking in a specific talent.  That might not be the case. I’m
When we’re winning, it’s easy to say no to the things that aren’t good for us.  We’re too busy working on projects that are well funded, with clients that value our work, it’s easy to say no to a project that doesn’t meet our criteria.
The Path Towards Winning
How do we maintain a position of power even when we feel like we’re not operating from one in the current moment?
  1. Stop blaming everyone, yourself included. It doesn’t help.  Everyone has experienced a slump.
  2. Re-connect with your network.  When is the last time you called some of your friends in the industry?  You don’t have to call with the mission of getting a new job, but just try finding out what’s been going on with them.  Sometimes helping a colleague with a challenge can help you feel better.  You don’t have to tell them you’re in a slump – you can say that you’re experiencing growing pains and you’re just connecting and looking for new ideas to help inspire your team.
  3. Learn a new skill.  Change is the only constant in the universe.  In an ever-changing industry, it’s always a good idea to stay current on new trends and technology.  If you or your team is not feeling energized or the negativity is too strong, a team-building exercise (as small as an unexpected trip like going out for coffee) can help.
  4. Look for resources you have internally. Stop looking outside for the savior.  Yes, it could be that we’re lacking in some way, but then we start selling ourselves on the idea that we’re failing because we’re lacking in a specific talent.  That might not be the case.
No one likes to be at the bottom of a sales slump.  Getting back to a winning attitude with winning results means a little more effort on your part.  By getting out of the fear, reconnecting, learning new skills, and looking for resources you already have, are great ways to start building your sales success. Want more strategies for sales success?  Contact us.