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Create a spreadsheet with a timeline of what you did, when you sent it, what you asked for, what the response was.
Keep it going and provide it to your MD weekly.
It sounds like the relationship with your client is unsalvageable, your top priority now is to save face with your MD
Rising Star
Document document document.. keep a spreadsheet or something of all the calls he flakes on, copies of your emails, read receipts, even screenshots of webinars to show who called in.. anything to cover your efforts. If that doesnt prove your efforts to ur MD then its time to escalate or dust off the resume. Have u already spoken to your MD about this?
Deloitte 1
A couple of things:
1) we are in a client services business, so no matter how good your work is, if the client is not receptive you have failed. Not sure what the root cause of the antagonism is, but it’s at least partially on you or the case leadership to try and mend it. I’ve worked with plenty of clients with greater egos than brains, and it’s a matter of figuring out how to deal with different personalities. I would connect with the MD to figure out a tactical approach to resolve this
2) secondly, be a bit more introspective about the work itself. Is what you’re doing benefitting the client? Is it top of mind for them? Are there any conflicting priorities? Once you get a better understanding of what they want/need, you’ll be positioned to deliver direct value which could help mend the relationship
3) listen to his/her reasons about why he/she thinks your work is unsatisfactory. Sometimes we are guilty of being too close to the product to see some pretty obvious issues- and in this case there’s also the bad relationship. Be receptive to feedback and review their comments with your case leadership to assess if there’s anything you can do differently
The main issue is that I am struggling to facilitate communication with the client, especially while WFH. He brings all of his questions, comments, and complaints about my work to my manager, instead of me. This makes my/our responses obviously slower, I lose the chance to answer questions, clear up misunderstandings or provide additional details, and things definitely get lost in translation. It's also frustrating my manager because these games of telephone waste her already limited time. She'll try to explain to the client that she's not close to the work, so it would be more effective if he speaks to me directly, but he'll literally refuse! (Hypocritical for someone who's making complaints about others' poor productivity)
I'm in no way claiming I'm perfect, but I've never had a problem with or received a negative review from a client before, so I do struggle to believe that I made such egregious missteps with this client to warrant this dramatic of a response.
...he make that claim when he's manufactured those ideas with no basis in reality??
He's the type who always has to be right and he also has a hot temper and lacks patience, so I've fallen into the trap a couple times and have had a few conflicts with him, which definitely rubbed him the wrong way and soured our relationship. I feel like, because of that, he's either deliberately or subconsciously begun setting me up to fail. No matter how hard I work or how good my work is, he'll make up some reason for why it isn't satisfactory.
This seems so juvenile and unproductive. How can I climb out of this hole?