Personal experience: how we returned a dissatisfied client

2024 Author: Malcolm Clapton | [email protected]. Last modified: 2023-12-17 03:44

Tips for those who screwed up on the project, but wants to fix everything.

The relationship between the client and the agency is practically no different from the personal one. In both, it is important to conduct an honest dialogue, not be afraid of conflicts, admit mistakes and give sincere feedback. It happens that the project is not as cool as we would like, and the client is dissatisfied. We faced such a situation and learned many lessons from it.

How we did the burning project

A large bank came in with an urgent task. It was necessary to adapt the presentation that we created for speaking at another event. The challenge is to redo some of the slides to convey new messages. The client came on Thursday and the show was scheduled for next Tuesday. We made the project in a hurry, and the customer did not like the result.

What mistakes have we made

1. Delayed when it was unacceptable

At first, we could not decide for a long time whether to take on the project or not, because there were only five days left before the event. Then they agreed. We clearly formulated the scope of work and actions of both parties, because we understood that without joint efforts and concrete agreements, we would screw up. They indicated the understanding of the task, deadlines, form, number of slides. We agreed when we will be sent information and when we should send the finished presentation.

2. We did not fix the agreement

We were in a hurry, so we did not record the agreements in the mail. The client promised to send all the materials on Friday, but did not. We waited all day and the weekend: we were ready to start work at any moment. But we received the data only on Monday.

3. Didn't discuss the consequences

We did not explain to the client what would happen if the materials were not sent on time: we would not be in time and would make a low-quality product. We could have worked for three days, but we had to do everything one day before the event. Of course, we received comments from the client. Through pain and suffering, by Tuesday morning, they accepted the comments and sent them.

We had a fresh iteration of edits, but the event started at nine in the morning, so the client used what was.

After the conference, we received feedback: the marketing director is very dissatisfied with working with us, most likely, he will not recommend us and will not come back to us.

The first reaction is negative and disappointment: we gave ourselves to the project completely, but nothing good came of it. We might not have done this task at all, understanding the timing, but we took it up to help the client.

How to fix the situation

1. Initiated a dialogue

To avoid any misunderstandings, we met with the client and disassembled the case. We did not deny that the project had failed. They did not persuade the customer to return to us. They just offered to exchange experience in order to learn by themselves, and the client with other performers to prevent the same mistakes. After all, the result is always general.

2. Separated facts from emotions

We gave each other developing feedback: honestly talked about the vision of the process and the result from the position of each side. The deadlines were very tight, the likelihood of missing something was high. We were nervous, we worked at night, the materials were received at the wrong time, it took a long time to start the project. These are objective factors, and everything else is emotions.

3. Admitted mistakes

Honestly and mutually acknowledged their mistakes in the format: "I was wrong, and if I hadn't done that, it would have been different." We did not identify the risks, we did not fix the agreements. We corresponded more, and did not speak. The client did not have the opportunity to speak in person, and we did not insist.

4. Found the pluses

In any, even the most failed project, there is something good. It is important to find this and consolidate it for the future. We took on the task and produced a result that we used at the conference. It turned out to be not perfect, but sufficient to solve the client's problem. Both parties were dissatisfied with the presentation, but we were able to find good things: willingness to help, work on a tight schedule - all this is indicative for the client.

5. They said what could have been done differently

The client could come with a task earlier and send materials on time. We fix everything, indicate by what time the materials are needed, and say that the result depends on two parties.

Both we and the customer have shown a willingness to change. As a result, the agency not only did not lose the client, but also agreed to work for the future.

6. We are still working together

The CMO moved to another bank and we are still working together. A new person came to replace her, and we continue to do joint projects. As a result, the agency received two grateful clients instead of one dissatisfied one.

What have we learned

When the project was over, we reflected on it within the team and made several conclusions:

• We no longer undertake such burning projects. And if we do, we immediately say with the client that the responsibility is shared.
• We fix all agreements in writing.
• We always ask for feedback at the end of key stages of the project and after its completion.