Your team's work quality is questioned by a client. How can you address their complaint effectively?

It’s about understanding someone’s perspective. Putting yourself in somebody’s shoes. Helps to evaluate the right perspective and move forward together in order to resolve any issue and align goals.

Toma anotaciones del detalle del feedback del cliente con tal de alinearlo y cotejarlo con el equipo técnico y de sugerir diversas opciones de abordar soluciones ante las propuestas realizadas. No abordes todo, sino prioriza y planifica detalladamente aquellas tareas o hitos que se van a realizar con antelación para que el dimensionamiento del equipo actual pueda acometerlo sin afecta a su rendimiento en el día a día.

Listen to your clients. Their concerns may have merit and may need to be addressed. Their concerns may also be a communication/understanding issue. The clients may or may not have a full picture of why your engineering team does what it does. Get as much specific information as possible. Provide an explanation when the concern is due to lack of understanding on the client's side. Address all valid concerns with your team when applicable, then keep your clients informed about how their concerns are being addressed.

To address a client's complaint about work quality effectively, clear communication is essential. Begin by acknowledging their concerns and thanking them for bringing the issue to your attention. Conduct a thorough assessment of the situation and share your findings with the client. Outline specific steps you will take to rectify any issues, including any adjustments to timelines or project scope. Be transparent about the process and potential impacts on the project. Regular updates will keep the client informed and help rebuild their confidence in your team's ability to deliver high-quality work. Maintaining open, honest, and proactive communication is key to resolving the complaint and fostering a positive client relationship.

Sé claro y directo en tu opinión y feedback, siempre dejando hablar y escuchando activamente al equipo en sus opiniones y criterios pues ellos son los profesionales y quienes están en el detalla tecnológico del día a día y siguiendo las tendencias del mercado.

Sometimes its not about bothering but about making sure someone gets your message. On the other hand following up is not spamming.

Listening to clients and understanding their perspectives is crucial, but it's equally important to hear from your team to identify what went wrong. A fair analysis helps address root causes effectively. If necessary, provide training or support to team from subject matter experts or individuals with experience in similar projects. Sometimes, client dissatisfaction arises from misunderstandings or compatibility issues with team members. Discussing these issues with the client's management can help, and if not, unbiasedly replacing team members can ensure smoother project execution. After adjustments, reassess the situation, Ultimately, satisfied clients lead to future business opportunities and have positive impact on company's growth.

In all my Major Capital Project Energy Industry Projects, there was an assigned Client (Operations and Maintenance) Representative embedded within the PMT. They participated in all key meetings, were regularly consulted and provided a key role in the team. There was full transparency, they provided lessons learned and valuable input towards they success of the project. At times there would be contentious issues to be addressed. By having trusting and established relationship with the client reps and the key engineers, quality, construction and commissioning leads they were dealt with effectively and nimbly. They also fielded queries out to their peers for alignment. This was viewed as a best practice by the organization I was within.