To re-engage an unresponsive client, I start with a gentle message like, “I know things get busy, if priorities have shifted, let me know, and I’ll adapt.” If there is no response, I follow up with a brief update highlighting what’s ready on my end or a benefit they might gain, such as, “I’ve prepared insights that could help us move forward when the timing is right.” My final touch is a high-value note offering a quick, no-pressure call or a summary of progress. This approach balances respect for their time, while keeping communication open and relevant.

For example, if a client is frustrated about a delayed project, you might say, "I understand how frustrating this delay must be for you, and I’m here to make sure we address it. Let’s go over the timeline together and see how we can get things back on track." This approach not only defuses tension but also reorients the discussion toward finding a solution.

Here’s how you can effectively navigate this challenge: 1) Acknowledge Their Emotions: Start by validating your client's feelings. This helps them feel heard and respected. Example: "I can see that you're feeling frustrated right now, and I understand that this situation is difficult." 2) Stay Calm and Patient: Keep your own emotions in check and remain composed. If you stay calm, it will help the client feel more secure and less defensive. 3) Shift the Focus to Solutions: Once the emotions have been acknowledged, gently redirect the conversation toward solutions. Example: "Now that we’ve discussed your concerns, let’s look at ways we can make adjustments to your plan that will make you feel more comfortable and confident."

When emotions get heated, it’s a signal—something deeper is happening. So start by showing up fully present. Listen. Let them vent if they need to, because sometimes people just need to feel heard. Show empathy, acknowledge their feelings, and let them know you’re on their side. Instead of reacting, reframe their frustrations into empowering questions. “What’s really bothering you here?” or “How can we turn this around?” Once they feel understood, you can lead them back to solutions and forward momentum. Use the challenge as fuel to build a stronger, trust-filled connection.