What do you do if your feedback to telecommunications clients is not effectively addressing their needs?

effective communication is key in addressing the needs of telecommunications clients. By actively listening, empathizing, and offering tailored solutions, you can ensure that your feedback resonates with your clients and helps them achieve their objectives.

It is important to remember something that I've learnt from an old mentor: "You may be the expert in the field, but the customer is the expert in their needs". Even when you know that your solution is the best of the market, that your project is going to solve 99.99% of current and future problems of your customer, they know better what they want to achieve and what's the thing they are most worried about. Listen actively.

Mejorar la comunicación de manera efectiva implica trabajar en varios aspectos. Aquí tienes algunas estrategias que podrían ayudarte: Escucha activa: Presta atención a lo que la otra persona está diciendo, muestra interés genuino y refleja lo que han dicho para demostrar comprensión. Claridad y concisión: Sé claro en tus mensajes y evita la ambigüedad. Utiliza un lenguaje sencillo y directo para transmitir tus ideas de manera efectiva. Empatía: Trata de ponerte en el lugar del otro para comprender sus sentimientos y perspectivas. Esto ayuda a establecer una conexión más fuerte y a evitar malentendidos. Feedback constructivo: Proporciona retroalimentación de manera constructiva

To effectively address clients' needs in telecommunications, start by actively listening to their feedback and clarifying expectations. Engage with clients directly to gather specific insights and identify any gaps between their needs and your services. Collaborate internally to develop tailored solutions, then implement and communicate these changes transparently. Continuously monitor the effectiveness of these adjustments, seeking ongoing feedback and striving for continuous improvement to consistently meet and exceed client expectations.

If this isn't the only secret, it's certainly one of the biggest. Active listening is the first step towards reflection. And it's not about listening just for the sake of listening. Or listen with all due attention. It is listening without pre-judgment, without contamination with our values. Listening and at the same time creating a diagnosis based on what we think is the same as being in the cinema using your cell phone.

You can actively listen all day long and get no closer. Pain is the key. You need to chase after their pain. Ask questions about their pain. How their pain keeps them from running fast? If you don't unearth pain and its source, you're wasting everyone's time.

One of the approaches is to clarify the feedback. Check and recheck again and again to comprehend the real issue. This can be done by asking questions about the problems. The previous feedback might not give the whole picture, so, I will further ask the customer for more details. I will focus on how to resolve the issue by identifying the problems and recommending on the appropriate approach to the solution. Also, I will focus on the value, as to how it will benefitial to the client's business, and their experiences. Team work is a vital necessity. I will proactively communicate with my team to always pay attention to details, and to listen actively to the feedback, collect feedbacks and analyse them, and resolve the problem.

What I suggest here is to create a report of what's the situation now, a technical/commercial proposal of what you are offering, a theoretical study of what they can expect from your solution and, two or three months after installing, run some metrics to show the end customer the results. If everything runs well, you will show better numbers in the real life results than in the theoretical study, making the customer gain trust in your judgement and your recommendations. This is one of the most powerful things to retain a customer.

The problem with all this communication, documentation, signoffs, and mutual understanding is that the competitive landscape can change in a New York minute, making all the work obsolete.

It’s very important to understand the value delivered vs cost of services. If you are paying premium for premium services you do have the right to provide extensive feedback on the gap between expectations and actuals. The feedback should be structured with data points and with comparatives with other services so that the problem is highlighted properly. Just cribbing and being rude will not help anyone. Let’s just agree that telecom is a utility now and the average RPO/ RTO of such a service needs to be super reliable else move to a competitor is super easy. Also provide clear directions on the solution sought.

You should keep listening your customer. Not because you have sold the project the job is done. You should be around to understand if there's a follow up project after this one and, more important, to get feedback about the one you already sold. Your professional image depends on this, because in the next purchases you can win (or lose) points in the ranking because the results of the previous projects. Search for feedback about results, progress, improvements, capacity. Everything that makes the customer associate your brand with the technology it's amazing. And if you listen, you will transform in "that one supplier that cares about our results", making the association between technology and you (and your company) unavoidable.

Without a shadow of a doubt. Adapting feedback is always necessary. And yes, each client is unique, even if they look like another or are included in a group. Feedback applied in a mechanized, automated, robotic way and without any personalization tends not to produce a positive effect.

It's been a long time since customers started buying solutions and not products. Customer really doesn't care about the brand of the devices you will use to provide a PTP link, they care about the results. THE SOLUTION, as a matter of say, it is more important than who sells it, budget or brand, because it takes out of their shoulders the weight of a problem.

This is the most important aspect in my opinion. We have what you need and we are here if your need evolves over short or longer terms.

Don't disappear after selling. Keep customer's phone ringing asking for feedback, offering some support to review configuration/features that you can change/add, also talking about new products that your company is launching. Don't lose contact because the customer is mostly like Dori, the fish from "Finding Nemo": they lose memory after a short period of time (unless they have problems with your equipment, then they will remember you and your relatives).

Evaluate results by analyzing the gap as the following: 1. Review Feedback: Re-examine your feedback process and reports. Identify areas where the information might be lacking context, technical jargon, or miss key client priorities. 2. Client Needs: Analyze the client's specific needs and challenges. Ensure your feedback aligns with their current goals and future plans.

A avaliação do feedback é muito importante e remete ao assunto inicial: escuta ativa. É importante lembrar que o processo de feedback torna-se cada vez melhor com a prática. Quero dizer que quanto mais for aplicado, melhor serão os feedbacks futuros. O aprendizado leva a perfeição.