techslog

I recall selling CRM solutions while at Oracle, when these early "solutions" were very troublesome to successfully implement. I had customers calling me screaming, and frankly very, very displeased with Oracle and subsequently myself. It was a very hard time, and made me grow into the role of "customer advocate".
I do not "burn bridges" and have the intention that every person I encounter I treat with the utmost of honor and respect- so this exchange was an incredible learning experience.
It forced me to find resources within my own company to hold accountable- if not to the customer, then to myself.
I quickly learned who could help, and who was essentially a "problem".
I then worked with the customer to reset the initial commitment and expectations. Sometimes I would encounter areas where the customer "owned" some of the issue- this revelation was one I allowed the customer to witness; but did not rub in.
We are all human and make mistakes, and the sooner we can address the issues and move towards the goal, the better for both parties.
It is not a "blame game". Simply address the situation with the same trouble shooting perspective that you employed in addressing the issue initially in the sales cycle.
Sh*t happens and how you respond to it, says a lot about your character as a sales person. It also makes your customer feel confident in working with you again.

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