IT Employment

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Gain back a customers respect

By karen.hansen ·
Our applications training company has been delivering services to a client for the last 4.5 years. Four 4 of those years everyone was happy and our work was really respected. Six months ago the management of the contract moved from the IT to the HR area. The HR people seem to have no respect for the advice we provide or the skills required to be able to provide that advice.

How do I turn this around. I know we offer an excellent, value for money service, but they do not seem to recognise it.

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Get the IT manager to work as your sales rep

by stress junkie In reply to Gain back a customers res ...

I see nobody else is taking a shot at this so I'll give it a

Your problem appears to be that people who have no
idea how to assess the value of your service are
making the decisions about doing business with you.

Your strength is that you had previously had a good
relationship with the IT department manager. I'd
phone this friendly manager and talk about the new
situation at his/her company.

Ask the IT manager how this change has affected his/
her ability to effectively manage the department. Talk
about mutual frustration. Talk about how to resolve
these mutual problems by working together. Ask this
person to speak to the HR manager about this. Your
good relationship with the IT manager can be extended
to include the IT manager as your sales representative.
I wouldn't limit this to a single phone call. I'd try to
establish the expectation of regular chats and maybe
offer the IT manager a free lunch from time to time to
discuss business. Create a friendly but business-like
relationship. You may find that this manager resents
having this decision taken given to another department
and, with a little inspiration, will be an enthusiastic
member of your team.

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