Difficult customers, both internal and external, are a part of everyday business, and finesse must be used when managing their concerns without further damaging or losing the project. Although many outcomes will often depend on the scope and size of the problem, there are a few key tenets applicable to every situation that will help you and your client come to an amicable resolution.

Many articles are written about how to handle customer satisfaction and customer service issues in businesses that deal with consumers. But Business to Business (B2B) is quite different. This article covers the 7 key differences to be aware of when planning customer satisfaction programs in a business to business context.

I was recently approached to review a book called Lateral Approach to Managing Projects: Simple Principles for Achieving High Customer Satisfaction and Mutual Profitability by H.W. Sit and Ling Bundgaard. The book is a story about a project manager with a failing project, over budget, late, and complaining customer. The project manager is having trouble figuring out what is going wrong or how to fix it. His manager calls him in and send him to a coach, who takes him through ‘lateral thinking’ to determine what the issues are and how to resolve them.

Hide me
Sign up below to receive a Free Report (Retail Value $150.00)
Name: Email:
Show me