Avez-vous une stratégie pour aligner lâéquipe avec les clients difficiles ? Partagez votre approche pour que tout le monde soit sur la même longueur dâonde.
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Para garantir o alinhamento da equipe ao atender um cliente exigente, é fundamental realizar uma reunião preparatória clara e objetiva. COMUNICAÃÃO, COMUNICAÃÃO E COMUNICAÃÃO. Nesse encontro, todos devem ser informados sobre as expectativas do cliente, saber quais as metas, principais mensagens, e diretrizes estratégicas. Estabeleça papéis e responsabilidades para cada membro, garantindo que todos compreendam suas funções. Alinhe as mensagens-chave que serão transmitidas e certifique-se de que todos estejam prontos para responder perguntas de forma coerente. O uso de documentos de referência, como um briefing, também auxilia na consistência da comunicação.
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Here's an approach that I have tried to address this situation: 1. Identify internal customer voices ie assemble a Core Team. Empower these "Voicesâ & they should work with the team to compare client expectations with the team's current delivery & processes. 2. Map client stakeholders to Internal voices ie develop or create a clear map. Openly discuss any delays or concerns regarding the pace of work. Identify root causes & propose solutions collaboratively. 3. Capture expectations and experience by running regular feedback session ie to discuss client feedback & recalibrate strategies as needed. 4. Align and identify gaps by focusing on delays & velocity ideas, address them proactively with the team before they escalate and impact.
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Shared KPIâs When the team has shared objectives or KPIâs it helps in communicating one messge. The team knows the end result and have a shared of âwhatâs in it for meâ
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Hereâs my approach to aligning the team for a demanding client meeting: 1. Build Client Knowledge: I make sure the team deeply understands the clientâs business, challenges, and goals, so we can tailor our approach effectively. 2. Focus on Our Expertise: I ensure we clearly highlight our credentials and relevant experience to deliver the services they need. 3. Ensure Consistent Messaging: I guide the team to maintain a unified set of responses, so our communication is aligned. 4. Assign Roles Clearly: I distribute roles among team members, ensuring everyone knows their part, leading to a smooth, confident presentation. By focusing on these elements, we ensure a unified and well-prepared approach to the clientâs needs.
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