For me, the main approach in most of the client-team member related obstacles is communicating with the team member face-to-face. As in life, there are 2 sides of a story in these circumstances, so trying to understand why the team member is disregarding the client's feedback is essential to improving and resolving the situation. Of course, at the end of the day, the client is the one of the main factors that enables us to work as a team on a project/projects while improving both technical-wise and soft skill-wise as well as getting paid. Sometimes, the client-team member relationship might not be the cause of the described issue, so it's important to understand the team member's "headspace" while working to see if the issue lies elsewhere.

I actually have been in this situation before. The customer reached out directly and described in detail their interactions with my engineer and why they felt that he was missing the mark. Because of my good relationship with my team, I had an open conversation as to what I was hearing from the customer. I asked him what he felt about what he heard, and he was shocked. We reviewed his perspective on each scenario and found where the misalignment was. After that, he took better care at paying more attention to what he should be paying attention to versus his interpretation. I emphasize the point that you need to be having one-on-ones regularly so you can build that relationship and trust with your team, allowing you to build them up.

La mejor manera es reunirse en privado con el miembro del equipo y abordar la situación de manera constructiva. Explícale de forma clara y específica la importancia de atender y aplicar los comentarios de los clientes para mejorar el servicio. Asegúrate de que entienda cómo esos comentarios impactan en los objetivos de la empresa y en la satisfacción del cliente. Usa ejemplos concretos de ocasiones donde no se tomaron en cuenta las opiniones de los clientes, destacando las consecuencias.

Para garantir que a equipe valorize o feedback dos clientes, explique sua importância e como impacta os resultados. Incorpore o feedback nas metas da equipe, crie um processo claro para agir sobre ele e reconheça quem utiliza bem essas informações. Facilite a comunicação, esclarecendo o feedback, e, se necessário, envolva a liderança para reforçar a importância. Ofereça também treinamentos sobre escuta ativa e empatia para ajudar na conscientização.

Have a one-on-one conversation to understand their perspective and explain the importance of client feedback in improving services. Provide specific examples of how client feedback has led to positive changes in the past. Encourage active listening and empathy by role-playing client interactions. Set clear expectations for incorporating feedback and monitor their progress, offering support and guidance as needed.

To encourage colleagues to value client feedback in a team, it’s important to promote open communication and highlight the direct impact feedback can have on project success. Sharing client feedback in team meetings allows everyone to understand its significance. Additionally, showing how acting on feedback improves client satisfaction and leads to better outcomes can help align the team's focus. Recognizing team members who take initiative in responding to feedback also reinforces its importance and encourages others to do the same.

Schedule a one-on-one meeting with the team member. Approach the conversation with empathy and curiosity rather than blame. Explain how their actions affect the team, client satisfaction, and overall project success. Help them see the bigger picture. Remind them of the importance of client satisfaction. Emphasize that client feedback is crucial for continuous improvement. Schedule follow-up meetings to assess progress. Celebrate improvements and address any setbacks. Recognize and appreciate their efforts when they actively listen to client feedback and make positive changes and small things brings bigger changes.

Schedule a one-on-one meeting with the team member to discuss the importance of client feedback. Ask them how they perceive the feedback and if they understand why it's critical for improving client satisfaction and business growth.

To address a team member disregarding client feedback, start with a private/ one-on-one conversation to understand their perspective. Explain the importance of feedback and how it impacts the project and client relationships. Set clear expectations for handling feedback, offer support or training if needed, and monitor their progress. If the behavior persists, identify any underlying issues and work to resolve them.