Client Relationship Mgt Case Study #3
SITUATION
A company I was working with (the Supplier) had undertaken a project to provide a dashboard for Discount Drug Stores (the Client) that would provide daily data analytics and business intelligence.
ISSUE
The Supplier wanted to look after the Client and deliver the dashboard as soon as possible, so proceeded with development without clarifying and formalising requirements. This resulted in a misalignment in expectations, which lead to hundreds of unaddressed emails. The engagement was in a downward spiral and the client sent an email to the COO threatening to terminate the engagement and appoint a competitor.
RESOLUTION
I was engaged to salvage the relationship promptly. I had limited context but could see the Client had lost all confidence in our ability to deliver. Despite our best intentions, they felt disrespected and abandoned. I knew it was going to be tricky, but I knew I could do it.
I read the 130+ emails and categorised them into 17 disparate issues, which I spreadsheeted and prioritised. I then met with a key Client stakeholder, apologised on behalf my company, communicated that I was taking over, and then let them vent. I listened, listened, and listened, absorbed all their upsets, and made sure they felt genuinely heard. I acknowledged their experience and took ownership for what we had done. We then used my spreadsheet to confirm the issues and priorities, and I made a promise to:
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Tackle each issue methodically and in priority order.
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Meet with them every week and provide an update (as well as stay in communication during the week).
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Take their feedback and apply it to issues register.
The key stakeholder gained confidence and became my internal champion within a relatively short time. After a month I travelled to Queensland to meet with the rest of the stakeholders. The full-day meeting comprised 17 client stakeholders (most of whom were still angry) a techie, and me. I went the same process but this time I had my champion on my side. The day was tough, we didn't walk out singing Dixie, but we did gain traction. By continuing to provide my 3 promises the relationship eventually turned around. We didn't deliver all the functionality because that was not possible, but we did reach a compromise based on truth and rigor, and the client never threatened to leave again.