How to Backtrack a Promise to a Client - The Muse

How to Backtrack a Promise to a Client - The MuseHow to Backtrack a Promise to a ClientYour client expects something that was included in their contract and you have to explain why you cant deliver on it. Or, your team is behind on developing a new feature that was promised and you have to break the news that it wont be ready on time. Or, your former co-worker promised an insane renewal verstndigung im strafverfahren that is just off-the-walls.Tricky stuff, for sure. But dont stress Its normal to have to readjust a clients timeline or expectations, and if you do it right, it can actually make your relationship that much stronger. Heres the best way to handle backtracking on a promise.1. Figure Out What Went WrongThe first thing you need to do is figure out how this promise came to be. Go back through old emails or talk to anyone who worked with the client before you to see if (and if so, when) that expectation was set and who it was set by.If theres a contract involved, think about w hether you should loop in your legal team.And finally, see if you took any bedrngnises (or someone did) on the clients original goals. Why did they abflug working with you in the first place?2. Research ReplacementsCome to the conversation prepared. What other benefits can you offer them instead? A discount? Access to other parts of your platform? See if your product team has ideas for quick things you could come up with.3. Set Up a CallThe next step is to set up a call with your client. I know, emails so much easier to send, but also much harder to interpret. Someones far less likely to yell on the phone than they are to send a rude message, especially when they hear your voice and remember youre a human on the other end of this exchange.You can initiate the conversation with this email templateHi Clients Name,Hope all is well with youWeve recently made some changes to our product offering/I have some updates to your contract/I understand youre concerned about receiving X specific feature, and I want to address this as soon as possible to make sure were on the same page. Would you have time this week to chat on the phone?Please let me know what times work best for you.Best,Your Name4. Get on the PhoneThe key to this conversation is to be empathetic and patient. Let them explain their side of the story and show that youre invested in their concerns by really listening and using the following phrasesI understand youI recognizeI see your pointIf the mistake was your fault, apologize (genuinely). If it was promised from someone else on your team, apologize as well, but dont throw them under the bus. At the end of the day, your clients working with your company, not just you. When you put the blame on another colleague, it sends a signal that your organizations untrustworthy. Instead, assure them that youre all working together to make things right.Finally, dont pretend the promise didnt exist in the first place or put the blame on the client. Even if it was a sim ple miscommunication, acknowledge that and take responsibility- dont spend your time pointing fingers.5. Offer Your Alternative SolutionTime to put all that pre-work to use and show that youve actively worked to resolve the issue.Of course, sometimes theres just nothing tangible you can give them in that moment. If thats the case, go back to their goals and figure out how you can help them reach them in other ways. For exampleI understand your goal is their goal. We cant guarantee this, as thats unfortunately not what our product is used for. However, were happy to work with you to leverage your current product/have you speak with someone else on our team/discuss other options you might be interested in or weve done with other partners.Make it Clear Youre the Clients PartnerThroughout this entire discussion, its important to be your clients advocate both internally and externally. Show them youre making the effort to find a solution, and youll assure them you not only take their goa ls seriously, but that youre willing to go the extra mile to satisfy your clients. 6. Set Clear Guidelines for Next TimeOnce youve diffused the bomb, make sure this doesnt happen again- for everyones sake. The best way to do this is to document everything. After speaking, send a follow-up email outlining what you discussed and have them clarify anything theyre confused or unsure about. Keep a running folder of emails and documents you have with them to reference in future conversations.This not only makes addressing the issue in the moment easier, it also keeps your client honest. If they swear they were promised something, you can go back to your notes and see if thats actually true.After that, spend time with your team to figure out what happened and how to prevent it going forward. Maybe you need a refresher on what you do and dont provide clients, or maybe your team needs to re-evaluate how you present your product. Regardless of what you decide on, its important to take away so me lesson from this.