How Advisory Boards Can Help You Prepare for Difficult Customer Conversations

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We’ve all been there: those difficult customer conversations that no one looks forward to. Whether it’s about service changes, supply chain disruptions, restructuring, or a key executive leaving, these conversations can be daunting. But there's good news - you don’t have to face them unprepared. This is where Advisory Boards come into play.

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Advisory Boards, whether for customers or partners, serve as an invaluable tool to help you get ahead of potential problems. They offer insight into how your customers and partners may react to tough situations, allowing you to better understand their needs, test out your messaging, and select the best communication channels. They can also help you mitigate risks and provide support when dealing with internal and external stakeholders.

A Partner Advisory Board is especially useful when you need to address concerns that impact your channel. It allows you to engage with your partners, helping them navigate challenges and communicate with their own customers effectively. The importance of having consistent messaging and synchronised communication cannot be overstated, particularly when the stakes are high. If you and your partners are not aligned, you risk sending mixed messages, which can lead to confusion and further complications.

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Another major benefit of Advisory Boards is their diversity - not just in terms of gender, age, or race, but in their range of experiences and strategic approaches. Having a board that reflects a variety of perspectives ensures that you get a more comprehensive view of potential issues and solutions. This diversity can reveal risks and opportunities that may not have been on your radar, as customers and partners often have a broader view of the market and a sense of what your competitors are up to.

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“Integrating Advisory Boards into Your Strategy”

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The best way to maximise the value of your Advisory Boards is by involving them at all critical stages of your planning and decision-making processes. Here’s how:

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1. Incorporate them into your risk and crisis management planning: When facing potential issues, your Advisory Boards can provide real-time feedback and insights that may not be evident internally.

2. Review your risk register and response plans regularly: Make it a habit to check in with your boards to ensure your strategies remain relevant and effective in a fast-changing landscape.

3. Develop a plan for quick action: When a crisis hits, speed is of the essence. Make sure you have a clear plan for convening your boards and acting swiftly to minimise damage and ensure effective communication.

4. Leverage their support during recovery: Advisory Boards can continue to offer guidance and strategic input as you work through the recovery phase, helping you regain the trust of your customers and partners.

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While Advisory Boards may not be able to completely eliminate difficult conversations, they can significantly improve your ability to manage them. With their help, you can approach tough situations with greater clarity, confidence, and a better chance of achieving positive outcomes.

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If you're considering setting up an Advisory Board or want to refine your existing programs for better results, connect with Jennifer Arnold on LinkedIn via https://www.linkedin.com/in/jennifer-arnold-maicd/