Last updated on Jul 21, 2024

Your product launch is delayed due to setbacks. How do you handle client expectations in this situation?

Delays in product launches can be a significant hurdle in the realm of Product Research and Development (R&D). A smooth and timely launch is often a critical element in a product's success, but setbacks are not uncommon. When faced with delays, the way you handle client expectations can make a significant difference in maintaining trust and managing your brand's reputation. Understanding the nuances of communication and expectation management during such setbacks is key to navigating these challenges effectively.

1 Acknowledge Delay

When your product launch encounters delays, transparency is your ally. Reach out to your clients at the earliest opportunity to inform them of the setback. This gesture of honesty establishes trust and shows that you value their time and investment. Explain the situation without delving into technical jargon that could confuse non-expert clients. Your goal is to reassure them that you are fully aware of the issue and are taking steps to resolve it.

Add your perspective

Marco Pelser

Investor • Programmer • Businessman • Managing Director of Geeleem (Pty) Ltd • Pharmaceutical R&D Specialist • Financial and Economics Analyst • Strategic Development Leader
(edited)
Report contribution
Yes, acknowledge the delay by emphasizing the focus on quality and unwillingness to compromise on it just to cut corners for better margins. Ultimately, whatever you say must be the truth. Those who think most people are stupid and can be lied to, or that being ignorant gives them the right to take advantage or be dishonest, they don't run a sustainable venture. They tend to fail very quickly, and don't deserve the market shares for which they compete. Work with truth on your side and you will always succeed. Especially a product launch as that's your product's debut, and so it's the product's and brand's reputation. How you handle setbacks will raise publicity, as that's how loyalty is reciprocated. You must be loyal to your customers.

Like
Agboluaje Olabisi

--
Report contribution
Reach out to the client early enough to explain the setbacks and give reasons for the setbacks, this gives room for honesty and transparency. Make your clients happy because happy clients not only return for more services but also recommend you to others

Like

2 Provide Reasons

After acknowledging the delay, it's important to provide a clear explanation of the reasons behind it. Whether it's a supply chain hiccup, quality control issues, or unforeseen technical challenges, giving a straightforward account helps clients understand the situation. Avoid placing blame or creating negative sentiment; instead, focus on the facts and how these challenges are being addressed to ensure the final product meets the expected standards.

Add your perspective

Luana Bittencourt Silveira
Report contribution
Uma comunicação clara e transparente é fundamental, para alinhar as espectativas com os clientes. Ocultar ou criar justificativas que distorcem a realidade, a fim de maquiar o atraso, não resolve o problema, principalmente se vazar por alguma fonte a informação real e ele souber por terceiros, seria muito pior. Pois isso pode fazer inclusive que ele deixe de ser seu cliente, por falta de confiança e legitimidade no processo. É importante ter humildade e conversas francas com os clientes e envolvidos. Isso demostra maturidade e permiti desenvolver confiança com stakeholders.

Translated

Like

3 Adjust Timelines

Once you've communicated the reasons for the delay, offer a revised timeline for the product launch. Be realistic with the new dates to avoid further disappointment. It's better to under-promise and over-deliver than to set expectations too high again. This revised schedule should be created with careful consideration of the obstacles faced and should include buffer time for any additional unforeseen issues that may arise.

Add your perspective

4 Offer Compensation

To maintain goodwill and show your commitment to customer satisfaction, consider offering compensation for the inconvenience caused by the delay. This could take the form of discounts on the delayed product, complimentary services, or other perks that add value for your clients. The compensation should be proportional to the extent of the delay and its impact on your clients, signaling that you are taking responsibility for the situation.

Add your perspective

5 Maintain Communication

Ongoing communication is crucial throughout the delay period. Keep your clients updated with regular progress reports, and be available to answer any questions they may have. This continuous dialogue demonstrates your dedication to transparency and customer service. It also helps in managing expectations and reducing uncertainty, which can be one of the most frustrating aspects of a delayed product launch for clients.

Add your perspective

6 Leverage Feedback

Lastly, use this setback as an opportunity to engage with your clients and solicit their feedback. Understanding their concerns and expectations can provide valuable insights into how you can improve your processes and product offerings. This engagement can also help in strengthening relationships with your clients, as they feel involved and considered in the development process of your product.

Add your perspective

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

Add your perspective

Marco Pelser

Investor • Programmer • Businessman • Managing Director of Geeleem (Pty) Ltd • Pharmaceutical R&D Specialist • Financial and Economics Analyst • Strategic Development Leader
(edited)
Report contribution
Something else to consider going forwards is don't aim to scoop up cash as deeply as possible, or you may only scoop once, and never again. The market is unforgiving to ripoffs and conjobs, and rightfully so. Rather strive to discount, even if you can barely only afford to discount an eyelash below fair value, that could very well be how a product will earn for a lifetime and beyond. Or, what I call a Buzz Lightyear. Greed is the thing that makes some people extremely predictable. Don't be another predictable fool.

Like

Product R&D

Rate this article

We created this article with the help of AI. What do you think of it?

It’s great It’s not so great

Report this article

See all

Your product launch is delayed due to setbacks. How do you handle client expectations in this situation?

1

2

3

4

5

6

7

1 Acknowledge Delay

2 Provide Reasons

3 Adjust Timelines

4 Offer Compensation

5 Maintain Communication

6 Leverage Feedback

7 Here’s what else to consider

Product R&D

Rate this article

Thanks for your feedback

More articles on Product R&D

More relevant reading

Your product launch is delayed due to setbacks. How do you handle client expectations in this situation?

1

2

3

4

5

6

7

1 Acknowledge Delay

2 Provide Reasons

3 Adjust Timelines

4 Offer Compensation

5 Maintain Communication

6 Leverage Feedback

7 Here’s what else to consider

Product R&D

Rate this article

Thanks for your feedback

Explore Other Skills