Hello all. Happy to be here- I am a software implementation specialist for restaurants. I work closely with owners and managers as they transition to a new POS- I am their point of contact for training, learning, and making customized changes that fit their particular operation in the early staging of adopting a new system.
We had a known-to-be difficult customer recently say to my boss that they needed to interact with someone different- that I wasn't getting through to them. I'm going to ask for more details so I know exactly what went wrong (from my boss, not the customer) but in the meantime, I'm trying to self reflect so I can improve and win over even those difficult to get through too customers, especially when what we've serviced our customer with isn't working the way they want them too or able to produce a very specific result (it's just not a feature). I have noticed that often, the customer just stops communicating with me- this has happened a few times.
I do a lot of minor-to-mid crisis management, and I don't seem to be effective in implementing and communicating software limitations or system changes. I'm early-career, come from academia and was a undergraduate instructor for 5 years. I always received good feedback. But business owners- I don't think I'm quite there yet. Any advice or where to go for resources would be greatly appreciated.
