Let’s face it; we have all disappointed a client; we are humans! When a client is disappointed it’s important to meet their concerns head on. Don’t shy away from the uncomfortable discussion- be brave and investigate with a few simple questions. 1. Is there something that is concerning you? 2. I recognize we aren’t achieving all our SLA’s; let’s review our progress so you can have visibility into our efforts. 3. What can I do to gain back your trust? Finally, if possible, meet them in person to clear the air. Having been in the professional services business for over 30 years, some times you let a client go to retain the relationship for years to come.

Regaining a client’s trust starts with accountability. Address the misunderstanding openly, apologize sincerely, and clarify your intentions. Listen actively to their concerns and work collaboratively on a solution. Show commitment by taking tangible steps to prevent similar issues and consistently deliver on promises moving forward. Building trust takes time, but transparency, reliability, and genuine care can restore confidence and strengthen the relationship.