The Remediation Plan: Turn Around Escalated Accounts
In a previous blog article, I discussed ways to create an escalated accounts process and a virtual team to support it. Now that you have everything in place, you likely have some accounts that have already been escalated…now what? It’s time to create your plan for de-escalation and make the account referenceable again.
The Remediation Plan
The purpose of a remediation plan is to drive de-escalation. Period.
A remediation plan is best used when you have multiple technical problems or when there are multiple steps that are required for issue resolution. The Remediation Plan itself is a formal project plan that will track, manage, monitor, and hold all parties accountable for getting the customer back on track. Keep in mind that the plan should not be a one-size-fits-all approach. Each plan will be unique to the client based upon their individual needs.
Acknowledge your customer
They have been struggling and they are likely dissatisfied in some [major] way. Be empathetic; put yourself in their shoes. Inform your client that they are now an escalated account and escalations have the visibility of the entire senior staff, including the CEO (this will aid to build client confidence that the leadership team is monitoring progress). Advise your client that both the client and your company will be operating under a formal plan in efforts to de-escalate the account.
Set expectations both internally & externally
Work with your customer and your escalations team to set expectations so that there are no misunderstandings. Because remediation plans exist for complex situations, they can take weeks and even months to complete. This is not a tool for immediate gratification and shouldn’t be treated as such. Setting expectations up front will also keep your customer engaged should you need something from them. Use your remediation plan as a means to document and prove your dedication to turning them around and seeing to their success.
Know your role
The plan leader (Customer Success manager, or escalation specialist if you have one) should drive communication around status, next steps, and ownership of each step in the process. The other members of the team will be in charge of the execution of the plan.
Communicate, Communicate, Communicate
Communicate honestly, and frequently. Integrity is key here. You are already dealing with a frustrated customer; you must keep your word and follow through on commitments. Avoid missing deadlines or falling short on what was promised. In the event that dates need to be extended, deliver that message to the client ASAP and renegotiate on timing and deliverables as needed.
Remain flexible
While having a remediation plan is essential, it is not a guarantee that everything will run smoothly. Competing priorities within a company is often the biggest reason why remediation plans fall off track, or even fail. If you find yourself in a situation where you must direct resources elsewhere, work with your customer to re-structure the plan. Be open with your customer, but not so transparent that they know they have been re-prioritized. And don’t be shy: Lean on your executives; they have committed to supporting you through this process.
Escalation processes are often general-purpose tools, because they deal with at-risk customers who can become at-risk for a variety of reasons. In those cases where the resolution is complex or time-consuming (such as addressing product issues), use the escalation process in conjunction with a remediation plan.
