Managing Implementation Problems

When managing implementation issues: 

• Clarify the problem: Confirm that what the customer reports as a problem really is an issue and not a misinterpretation or misunderstanding. If there is a real issue, ask probing questions to define the issue.
• Manage your emotions: It's important to maintain a level head when you're approached by a customer who thinks that there is a problem. You can do a lot to diffuse a tense situation by maintaining your composure. Additionally, by identifying and responding to the emotional response of your customer, you'll demonstrate that their problems are important to you and that you're as interested in rectifying the issue as they are.
• Deal with the problem: Acknowledge the issue to the customer and, if possible, stay involved in the resolution process. This may be as simple as passing on some insight about the customer to the support personnel that can fix the problem.
• Stay connected: Keeping the lines of communication open with the customer is key during a time of crisis, but when you stay visible and demonstrate that you're accessible to your customer, they'll be more likely to approach you with a small issue before it grows into a huge problem.

Overview/Description

Regardless of how good your solution seems when you close your deal, sometimes implementation issues can't be avoided. This Business Impact Series product follows a sales professional as she deals with software implementation challenges in a client's heating and cooling company.

Target Audience

Experienced sales professionals who wish to improve their ability to manage challenges associated with implementing solutions