From the course: Account Management: Maintaining Relationships
Unlock the full course today
Join today to access over 23,400 courses taught by industry experts.
Don't let it happen again
From the course: Account Management: Maintaining Relationships
Don't let it happen again
- So we've righted our wrong. The project is back on track, the value is being delivered, and the customer is delighted. Now comes a crucial part of maintaining this relationship, not letting it happen again. Like we said earlier, it's okay to make mistakes. It makes you human. However, as I said, people are not judged by if they make a mistake or not. They're judged on how they handle their mistakes. We agreed to that handling your mistake well could be by going that extra mile to correct it, but it's also to learn from it. If you make the same mistake again, your customer is going to start losing confidence, and your apologies will be less effective because you've done it again. So how can we make sure we don't make the same mistake twice? Well, this is an obvious one but we need to improve for next time. We need to start by doing the homework and finding what went wrong and where. First thing, we pay attention…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.