Disgruntled Clients or Long-Term Advocates?

Anyone in a client-facing role will admit (maybe not publicly), that dealing with an upset client can feel like one of the biggest challenges out there.

But here’s the thing: it's also one of the most impactful opportunities you’ll get to improve and strengthen your client relationships.

In fact, sometimes these tough situations can turn out to be a 'gift' 🎁 .

You may ask - what does she mean?!?! Great question - so glad you asked 😉

When a client is upset, it forces you to re-evaluate processes, communication, or expectations, which often leads to making improvements that prevent similar issues in the future.

I’ve seen it firsthand—what starts as a tough conversation can end up being the key to building even more trust and loyalty with a client.

So what are some tips for managing these situations?

1. Stay Calm and Listen Actively

✅ When a client’s upset, it’s easy to feel defensive, but staying calm is crucial.

✅ Let them vent and really listen. Showing empathy goes a long way.

✅ Phrases like, “I hear you, and I can see how frustrating this must be,” or “I’m sorry you’re feeling this way,” can make them feel heard and understood.

2. Acknowledge the Issue

✅ Before diving into solutions, acknowledge the frustration.

✅ Let the client know that you understand why they’re upset. It’s key to validate their feelings before moving forward.

✅ Try saying something like, “I completely understand why you’d be frustrated, and I’m here to make sure we resolve this.”

3. Identify the Root Cause

✅ Not all issues are as straightforward as they seem. A missed deadline might be part of the issue, but what’s behind that?

✅ Miscommunication, unmet expectations, or an unanticipated change? Ask the right questions to get to the heart of the matter, so you can resolve the real problem, not just the symptom.

4. Offer Solutions and Alternatives

✅ Once you understand the issue, work with your client to find a solution.

✅ Offer alternatives and take proactive steps toward resolving it. If an immediate solution isn’t possible, let them know what you’re doing to fix the issue and provide a timeline.

5. Take Responsibility When Needed

✅ If the problem was on your end, own it. An apology and an action plan to fix it can go a long way.

✅ Taking responsibility shows the client that you’re committed to the relationship and to improving moving forward.

6. Set Clear Expectations for Future Interactions

✅ Once the issue is resolved, be sure to set clear expectations for the future.

✅ Transparency (one of my favorite words) and regular updates can help rebuild confidence and ensure that the same issue doesn’t occur again