Your client's needs clash with company policies. How do you find a resolution that satisfies both parties?

First of all, by having the right level of relationship between the sales team and the customer stakeholders… then you will need to ensure complete understanding of both customers needs and limitations… then the most important piece is to ensure involving the right stake holders from both parties in the discussions and sales team plays always the role of the Orchestra to ensure delivering the right message to the right team .

From my experience, it requires understanding both perspectives deeply. Active listening and empathy are crucial; acknowledging the client's concerns fully is the first step. Then, adapting solutions and exploring options that align with both the client's needs and company policies can lead to a satisfactory resolution. It's about finding a balance that respects both sides while maintaining the integrity of the organization's policies.

Resolving conflicts between client needs and company policies requires careful navigation and open communication. Begin by understanding the concerns and objectives of both parties thoroughly. Seek common ground and explore flexible interpretations of policies that could accommodate the client's requirements without compromising the company's integrity or legal obligations. Propose alternative solutions that align with both sets of priorities, and if necessary, involve senior management or legal experts to ensure compliance and feasibility. By fostering transparency and mutual respect throughout the process, you can often find a balanced resolution that satisfies both the client and upholds company policies effectively.

Com base em minhas experiências, encontrar uma resolução que satisfaça ambas as partes exige uma abordagem cuidadosa e equilibrada. É fundamental ouvir o cliente atentamente para entender o motivo por trás de sua solicitação. Em seguida, compartilhar o ponto de vista da empresa, respaldado por dados e pesquisas de mercado, pode ajudar a esclarecer por que certas políticas estão em vigor. A inovação e a criatividade são ferramentas valiosas nesse processo: proponha alternativas que alinhem as ideias do cliente com as diretrizes da empresa. Isso pode envolver a adaptação de conceitos do cliente para que se ajustem melhor às expectativas do mercado, demonstrando flexibilidade e abertura para a colaboração.

Selon mon expérience, il faut écouter mais toutefois rester sur la ligne directrice de l'entreprise. La politique doit être respectée et expliquée car il est question de la réputation et crédibilité des règles.

Personally, it's crucial to understand the policy limits upfront and communicate them transparently to the client. By actively listening to their concerns and exploring alternatives within the policy framework, you can find common ground. Engaging in open dialogue and problem-solving collaboratively fosters consensus and ensures accurate information guides the resolution process, satisfying both parties.

First thing is to understand the clients needs then make them aware of the company policies and the reasons for those policies. Let them know the available alternatives and if need be, consult other stakeholders about the client needs.

It's truly important to study your companies policies to that you can at least identify potential points of contention when it comes to clients and even employees.

Talking about policies many of the clients do not understand about the limitations in company policies. Clients should have ethics in knowing the policies they deserve to know and their limited level in using the policies available in the company.

Il est toujours bénéfique d'expliquer la politique de l'entreprise. C'est de plus une nouvelle occasion de parler des valeurs de l'entreprise, son histoire et ses préoccupations pour servir au mieux ses clients.

É extremamente importante encontrar uma solução que concilie as necessidades do cliente com as políticas da empresa, pois isso não apenas fortalece a relação com o cliente ao demonstrar flexibilidade e comprometimento, mas também preserva a integridade e os valores da organização. Além disso, uma resolução criativa e equilibrada pode abrir caminho para inovações no processo e no serviço oferecido, promovendo uma cultura organizacional de adaptação e melhoria contínua.

This is what makes someone great at customer service, instead of just good. When you put yourself out there for a customer and work on finding a way to help them no matter what policies might be in place. Whether it be calling other stores for similar products, finding a vendor that can ship a product sooner. If you know the policies, and know there is a dead end, doesn’t mean you can’t take a different route to help. Customers appreciate someone who will do everything to satisfy their needs and wants.

Creating alternative solution to meet clients needs without jeopardizing company's policies should be a priority. Clients satisfaction should as much be valued as company's policy, having knowledge of this creates room to balance both without inflicting harm on either party and at the end, positive outcome is achieved which is satisfying the client and not breaking company policy.

Je ne suis pas forcement aligné avec le fait qu'il faille trouver absolument une solution. Chercher à contourner les règles laisse à croire au client qu'il sera toujours possible de les enfreindre à l'avenir.

For me, it start by understanding both the client's needs and the policy's intent. Then, look for win-win solutions that maintain policy integrity while addressing the client's concerns. This might involve brainstorming alternatives that align with company guidelines but still offer the client a satisfactory outcome. By fostering consensus through open communication and innovative thinking, you can achieve resolutions that respect both parties' interests.

Na minha experiência, a comunicação clara e constante com o cliente é essencial para gerenciar expectativas e construir confiança. Manter um diálogo aberto permite informar o cliente sobre o andamento do processo, esclarecer dúvidas e criar um ambiente colaborativo. Isso pode transformar experiências negativas em oportunidades para fortalecer o relacionamento com o cliente, demonstrando empatia, profissionalismo e compromisso com a resolução do problema.

When a client's needs clash with company policies, start by having an open conversation with both sides to understand their concerns and priorities. Look for common ground and be flexible in finding solutions. Maybe there's a way to adjust the policies slightly without compromising the company's values, or perhaps a creative workaround can meet the client's needs. It's all about balancing respect for the rules with a genuine effort to make the client happy. By showing empathy, being transparent, and working together, you can usually find a solution that works for everyone.

Managing expectations requires internal consistency between sales, intake, and ops. A strong internal foundation that masters this dance will set an organization up for long term success.

Speaking openly with prudence is always a topic that is expressed by employees to employers in the hope that they can positively accept what the employees are trying to convey.

It’s important to schedule follow-up meetings or calls with the client to ensure their needs are being met. It’s also vital monitor the situation to ensure the solution is working as intended and address any new issues promptly. Also providing feedback to the company on the resolution process and suggest any potential policy improvements based on the experience is essential

Without folow up you potentially loose a client and futire clients that may come through the relationship you've developed. Asking questions on how things are working out for the client enables you the ability to provide feedback that could potentially change policies for the better.

Policies or Rules are in place for a reason, they protect both company and customer. Have an agreement that's signed by both parties, if either company or customer deviates from it, then there's clear reasoning for parting ways.

One thing I find helpful is to “compare and contrast.” Provide former policies and break it down to details the reason for changes. Often people are comfortable with what they know through experienced and don’t entertain changes lightly. Providing contrast would hopefully bring out different perspective to help settle the uneasiness.

Do not practice the concept of favoritism in administration & communication so that no employee or clients feels the difference in dealings. Favoritism is one of the most dangerous toxic in an organization and even a business.