From the course: Account Management: Maintaining Relationships
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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…
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