How to Answer: Tell me about a time when you made a mistake that made a client unhappy. What did you do to fix the situation and what did you learn?
Advice and answer examples written specifically for an Account Manager job interview.
3. Tell me about a time when you made a mistake that made a client unhappy. What did you do to fix the situation and what did you learn?
How to Answer
The interviewer wants to know how you recovered from a mistake that you made. It's most important that you show the interviewer what you learned from the mistake so you don't repeat it again. Explain that you view mistakes as a chance to learn, not as a failure.
Answer Example
"When I first started working for my current company, I called an important client right in the middle of earnings season. I wasn't calling to provide any investment information that might have helped him during this time; I was just doing a friendly check-in. The client wasn't happy that I wasted his time, especially during this hectic period. I apologized sincerely and wrapped up the call so he could go on with his day. I never forgot the lesson I learned from that experience. Now, I only make contact with clients when I have an express purpose or information of value to provide, and I always pay attention to when I choose to make the call."
Experienced Example
"Early in my career, I had gotten so swept up in some of my larger accounts that I missed the deadline for a client. He was understandably frustrated with the lack of communication and didn't feel his business was valued. I apologized and ultimately retained the client in the end; however, it was a hard lesson to be learned. I ensure that all my clients are made to feel as if their individual needs are my top priority."