There are two kinds of Salesforce consultants: those who hosted a client demo and an error popped, and those who will host a client demo and an error will pop.
Here are some considerations to help you manage errors in this situation.
First, know that errors can happen at any time. You may have rehearsed the demo multiple times and everything was good, only for something to arise during the demo. You cannot expect the unexpected, but don’t be too surprised either.
Next, be aware that errors are normal. Despite the best testing, we sometimes miss things. Don’t blame anyone else for the issue. Own it and move on.
Next, have some lines memorized so you can bounce back quickly.
- “Cool, that was unexpected”
- “This wouldn’t be a proper demo if something didn’t go wrong”
- “I’ve taken a note of this and will find out the cause.”
- “The expected behavior was … “
- “I’ll find out why this happened and get back to you”
When deliverying these lines, use a calm, relaxed, and smiling voice.
Lastly, once you’ve determined the root cause of issue, share it with the client. This shows transparency and will build trust.
The takeaway
One of my favorite quotes is, “Success is not an absence of problems, it’s an ability to deal with them”. Show your clients that you’re a successful consultant by carefully navigating around any errors. And show them you are trustworthy by sharing the reason why the error happened.