KEY-ACCOUNT-MANAGEMENT5 MIN READ
Repair Trust After a Missed Commitment
Use the Trust Equation to repair reliability and reduce self-orientation after a missed account commitment.
Elise E Program Director O Own I Impact R Repair Trust repair Elise is angry because she had to chase a missed root-cause report. Reliability is now the risk, not only the technical issue. Trust Equation Reliability and self-orientation Repair starts by showing that the customer's impact is more important than your explanation. Defend Explain why the report was hard to finish. The customer sees reliability being rebuilt.
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