Seek first to understand. You are probably justifiably proud of your team and products. But don’t be in a rush to defend. This means controlling your emotions and creating the space and time to listen and dig deep with EMPATHY for your client. Something is driving their feedback. Understanding that is the key to finding a solution. So - take a deep breath and park the ego… and you will both likely get a better result. And that’s the whole point, isn’t it?

A ação é ouvir e não escutar. Ouvir ativamente para entender o que o cliente necessita. Buscar ter empatia para interpretar o que é necessário, não fazer deduções pelas suas crenças.

Pay attention to the opinions and worries that your stakeholders and clients have to share. Give them the chance to freely and honestly share their opinions. Recognize their viewpoints and validate their experiences to show empathy and compassion. You may demonstrate that you respect their opinions and are dedicated to resolving their issues by actively listening to them.

If transportation clients and stakeholders express dissatisfaction, address their concerns promptly. Initiate open communication to understand specific issues and rectify them effectively. Implement corrective measures such as process improvements, enhanced service standards, or personalized solutions tailored to their needs. Additionally, prioritize relationship-building efforts to foster trust and transparency. Continuously monitor feedback and make necessary adjustments to ensure ongoing satisfaction and maintain positive relationships with clients and stakeholders in the transportation industry.

If transportation clients and stakeholders express dissatisfaction with services, immediate action is crucial. Initiate open communication to understand specific concerns and swiftly address them. Implement corrective measures such as process improvements, enhanced customer support, or tailored solutions to meet their needs. Continuous monitoring and feedback loops ensure ongoing satisfaction. Transparency and accountability are key in rebuilding trust and fostering long-term relationships, ultimately leading to improved service delivery and client satisfaction.

After gathering input from stakeholders and clients, spend some time analyzing the underlying problems that are causing discontent. Look for any recurring themes or trends in their comments. Examine your systems, procedures, and transportation offerings to identify areas that need improvement. Consider factors such as reliability, efficiency, safety, and customer service. Conduct a thorough analysis to understand the root causes of dissatisfaction and develop targeted solutions.

En estos casos la comunicación y transparencia son fundamentales. Comunicar los problemas y dejar claro si ellos se pueden ser superados en conjunto es importantísimo. Se puede plantear un acuerdo con plano de acción o en caso extremo dejar claro que no se puede lograr el servicio esperado y dejar ao cliente la decisión de seguir o no.

Rebuilding trust with clients and stakeholders and resolving unhappiness require open and honest communication. Express to them your comprehension of their worries and the actions you're taking to allay them. Give regular updates on the status of the project and any modifications made in response to their suggestions. Tell the truth about any obstacles or limits you face on the journey. You show your dedication to accountability and progress by maintaining open lines of communication.

Até que os processos fiquem maduros é importante o controle e seguimento. Vamos verificar se o planejado está ocorrendo como previsto, o que está ocorrendo está com qual resultado, as pessoas estão executando como o processo planejado, entre outros pontos. O follow up e’ muito importante para garantir a perfeita implementação.