We’ve all been there – the dreaded email, phone call or both from a client who isn’t happy. And if it’s on a Friday afternoon? That’s an extra sting. Your brain scrambles: Are the team still around? How will I fix this? Can I sort it before the weekend?
It’s easy to feel the pressure – trust me, I’ve been there. I remember being an Account Exec on a branded board rollout. The printer delivered the wrong version – the night before a big presentation. My first real OH MY GOODNESS moment. Thankfully, I caught it before the client did and managed to fix it just in time. Cue relief… and a few tears from a very green account handler.
Now, with nearly ten years in client services under my belt (and only a few of these moments… just in case my manager is reading), I’ve learnt how to navigate these tricky situations. Whether the issue is a mistake, a missed detail or a last-minute change of direction, your job is to make sure the client walks away satisfied.
Here are some principles and practical tips to help you handle difficult client moments with confidence:
Clients are human. If something’s gone wrong, they’ll likely be frustrated – especially if they’re under pressure themselves. Acknowledge the issue straight away. If you can, call them, show empathy and set expectations. If it’s an email, reply immediately – even if you don’t have the solution yet. Say something like: “Thanks for flagging, I’m looking into this as a priority and will come back to you shortly.”
Avoid radio silence. It adds confusion and stress. That said, don’t overpromise – make sure what you commit to is realistic.
Don’t rush to fix it without the full picture. Step back and assess: What went wrong? Why? How? Speak with the client if needed to clarify the issue – and really listen. Don’t interrupt. Don’t get defensive.
Once you fully understand the problem, you’ll be in a better position to offer a credible, workable solution.
Take a moment if you need it. A quick walk. A deep breath. Then return with a clear head.
Avoid finger-pointing, even if the error wasn’t yours. You’re a team – take shared ownership. Playing the blame game weakens trust, culture and isn’t helpful.
And above all: don’t lie. Clients are far more likely to forgive a genuine mistake than a half-truth or cover-up. Own it. Be honest.
Don’t try to fix everything solo. Bring your team together – ideally quickly and in real time.
You need to answer two questions:
Mistakes happen. What matters is what you learn – and what changes you make next time.
Once you’ve got the solution, go back to the client clearly and confidently.
Lay out the facts. Use bullet points if needed. Be concise, transparent and reassuring. Show them the issue is under control and being resolved.
If you or your team dropped the ball, own it. Apologise genuinely and explain the steps you’re taking to prevent a repeat.
If the resolution will take time or isn’t linear, don’t go dark. Keep the communication going – short, consistent updates go a long way in maintaining trust and it ensures the client can manage expectations and updates on their end too.
After the dust settles, check in with your team. What worked? What didn’t? Be sure to revisit the issue and the agreed actions from step 4.
Make sure any process changes actually happen – accountability here will help prevent the same scenario from cropping up again.
Client relationships are built in the good times – but they’re cemented in the tricky ones. Showing up with empathy, clarity and ownership when things don’t go to plan can deepen trust.
It’s vital that your client knows they can rely on you to deliver, resolve and lean on.
