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Vol.3 Gain trust from Customer by Handling Trouble!

One afternoon, one of project leader got message that read “come here, as soon as possible!” from his client. Obviously, It sounded some trouble had been occurred. Atmosphere in the office was suddenly strained with the tension.
As I visited the client site with the project leader, trouble had been aroused at there customer support canter because of a bug on the system that was submitted by our project. Fortunately, it was not a major problem. The situation was more optimistic than we expected. It had a chance to recover with prompt support. However, there was the fact that the bug caused the trouble for the client and some of their customers.   
When we go ahead with a project, a lot of troubles and problems will be appeared. Sometimes it may be able to solve inside of the project team, sometimes it may need clients’ help. Of course, to avoid troubles, it is important to establish a monitoring process and check the quality and schedule regularly. Troubles always contain the risk to loose clients’ trust. However, you may be able to gain confidence from customers and improve project motivation depends on your action.  
 
Under the above-mentioned project, we achieved at certain level of solutions. Quickly after the problems solved, we presented to clients why this trouble had been occurred and how we could improve the situation to avoid farther troubles by monitoring and handling a project. As a result, we could build good relationship with clients. At the time of the project ended, project member received warm message and gift from client. The good relationship goes on even now.   
 
Trouble is most likely occurred in a project. When you face to a trouble, do not take it as an end of line. Take it as a chance. Trouble can be an opportunity to establish trust with clients by brave, prompt and positive action.
 
Nodomi (EN Uemura)