Client Relationship Mgt Case Study #2

SITUATION

Talent2 was implementing a new payroll system for the New Zealand Department of Education (client). The implementation had derailed to the extent that it made the front page of the NZ tabloids. Talent2 was scrambling to remedy the situation.

 

ISSUE

Talent2 had also sold a suite of bespoke digital training modules for the new payroll system which were now due. These had not been developed or addressed with the client and was going to add fuel to the fire.

 

RESOLUTION

I was engaged to manage the situation with the client with whom I’d had no previous engagement. My job was to manage the development of the eLearning (albeit late), without further exacerbating the situation. 

 

I engaged the client and listened whilst they expressed everything they needed to communicate. I acknowledge what we had done and made sure they felt genuinely heard. I then reassured them that I was now in charge of this component and would not let that happen again. This was only the beginning of our journey and trust had not been restored. 

 

I then created and communicated a plan of action. We adhered to plan, and I stayed in consistent communication with the client. It wasn’t an easy road. I’d arrived to work early each day to find 5 to 10 angry emails (they were in NZ and were 2 hours ahead). However, their anger subsided over time and the relationship completely turned around by the time we delivered the training modules. It eventuated that this was the only component of the entire engagement that ended positively. 

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