A client is unhappy with the sales process. How do you turn their dissatisfaction into a successful outcome?

Client unhappy with our sales process - Firstly review within team where we have concern arise before approaching clients. During client visits - listen actively and prepare brief key concern with probing to get rid of concern. After visit ensure what can be possible and point how will address and time line of it.

Have a sit with the client and listen to what they believe has gone wrong. Mention ways they raised issue can be fixed, and also give them a listen if they have any suggestions too. Make sure they feel that they are being heard.

Immediately listen to understand their needs and engage them in a meaningful way. Once you're done communicating with your team and adjusting to help solve any issues, take a look at your training techniques and make sure that active listening is at the top of the list. Active listening and training the brain to truly care about the well-being of the businesses we encounter makes all the difference in the world. It also sets us up to be able to make adjustments before our clients become disappointed in our service.

When it comes to dissatisfaction of client it’s always advisable to listen to their grievances actively , note it down Assess each point analytically and act upon leading to developing an effective solution Draft a proper communication addressing each area of concern effectively to make it more customer centric and send it out incorporating personal touch , Keep monitoring effected changes on a regular basis and always try to foster long term relationships with potential and existing user to build loyal base of customer

This is where smart questioning comes into serious play. It's important to begin thinking about tying feedback to quantifiably measurable results as early in the client relationship as possible. I find that asking open-ended questions allows the client to adopt their own narrative rhythm. Most clients are more than happy to share their pain points with you if you give them the chance. Listen up.

Letting the customer know that the information gathered from listening will be evaluated based on the principle of impartiality and that an objective, fair solution will be found can be very reassuring for them. Additionally, by building a bridge between the stakeholders involved in your company's process and the customer, you can also alleviate concerns related to the stakeholders' responsibilities.

Take a step back to evaluate the sales process from a neutral perspective. Identify areas where things may have gone wrong or where expectations were not met.

If you conducted a thorough discovery session, or multiple sessions, you gathered a lot of information that establishes the gaps and priorities for the client. However, if none of those comments appear in the solution you propose, it screams the fact that you were never listening to a word they said. I even recommend including the exact words they said in quotes in a proposal to reinforce that this is their priority, not yours. Clients object to the sales process when they can plainly detect that you are skewing the conversation in your favor.

If the client is unhappy with their sales process, before developing any solutions you should first quantify why they are unhappy. Is it their feedback, customer feedback or feedback from the salespeople? Where possible, ask for data to clarify the problem before suggesting any form of solution. Any solution has to involve all three parties in order to be successful and will inevitably require some form of compromise from at least one of the party. Any new process should be AB tested and then further reviewed by all three parties before making wholesale changes.

One strategy I've come to swear by is the development, with the client's input, of a quarterly Success Plan. This accomplishes several initiatives: - It lays out a series of quantifiable deliverables to "check off" (usually 3-5 initiatives per quarter of varying complexity) - It sets the stage for proper account mapping: You can start getting a sense of who will be receiving reports, who will be making decisions based on unearthed insights and who will make the buying decisions moving forward - It breaks down a yearly (or longer) contract into easily digestible quarters that align with QBR and EBR cadences - It allows you to continue planning beyond the current contract length, effectively mitigating churn before it even becomes a thought

Propose practical solutions tailored to the client's needs. Collaborate with them to find a way forward that addresses their specific concerns.

Keeping the customer informed with direct and quick updates about every step taken by the company and the field regarding the dissatisfaction will keep everyone at ease.

Be transparent in sharing what actions will be taken to improve the situation. Ensure the client is aware of any adjustments made to the process.

Keep a close eye on the implementation of the changes. Regularly update the client on the progress to show commitment to their satisfaction.

I had a rep who wasn’t happy with the sales process I implemented at our company. Instead of getting defensive, I saw it as a chance to build a stronger relationship. I set up a call and started by asking, “Can you walk me through what’s not working for you?” They explained that the process felt too rigid and wasn’t addressing their specific needs. I listened carefully, and then said, “I see where you’re coming from. Let’s find a way to make this work for you.” We worked together to adjust the process, incorporating more flexibility. By the end, not only did we fix the issue, but that rep eventually became a top user of the methodology we put into place, as well as a top seller. She just needed to get used to it.

Strengthen the relationship by showing that you're invested in their success long-term. Create a sense of partnership where both sides work towards mutually beneficial outcomes.