How would you handle a client expressing concerns about the productivity of your remote team?

When a client expresses concerns about your remote team's productivity, navigate the situation by acknowledging their concerns show understanding and empathy, asking specific questions & clarify their concerns and gather details and provide transparency by sharing your team's workflows, tools, and processes & offer solutions by proposing strategies to address their concerns by setting clear expectations & defining productivity metrics & goals. Plus regularly updating your customer via schedule regular check-ins & progress reports. Highlight your team's communication channels and showcasing technology by demonstrating tools & platforms used for collaboration and by fostering trust via building a relationship based on openness & reliability.

One thing that might help is to evaluate the team's performance, immediately. Not all clients are "direct". So, if a client is trying to express concerns regarding the remote team's productivity, you must note that it's indeed urgent. The first thing you do is to understand the client's concerns, and then evaluate each team member's performance. Find out the root cause of the productivity level decreasing, discuss the solution. Set a common goal, and re-delegate the tasks. Hope this helps!

First, it's important to identify if this is a client fear and anxiety, or if there's truly a performance issue going on. And, it is important to assure the client that you'll immediately look into this and get back to them. Be sure to understand any details of their concerns. Stepping back, pretend you are that client yourself and look at your actual deliveries - how where they? Can you make them more predictable? Did they deliver on scope or did they deliver less? Don't focus on the circumstances and issues - just the deliverables. Then, find a way to chat with the team in a non-blamey way. "Hey, we want to help client X feel comfortable with our cadence and excited about what we are producing more, any ideas?"

I once faced a client concerned about our remote team's productivity. They questioned our ability to maintain high standards without physical oversight. To address this, we scheduled regular video calls to review progress transparently. We shared detailed project plans and milestones, reassuring them of our structured approach. Please, pls make sure that yours and theirs working hours atleast have some intersection for better communication avoiding delayed communication and frustration. Hope, this helps!!