Why don’t clients take the trouble to be critical?

by | Apr 1, 2017

It’s because all too often the conversation goes something like this:

Account manager: “So how are things going? It would be good to get some feedback.”

Client: “Well, broadly, pretty good, but I think you need to pay attention to [insert criticism here]. We’re having trouble with your approach and I’m aware that at least one of your competitors handles it better.”

Account manager: “[delivers 5 minute justification of their approach]. I’m glad we got that sorted out.”

What’s the betting that the next time the account manager asks for feedback, the client won’t bother? And that the client will potentially open a conversation with the competitor?