5 Guaranteed Ways to Ensure a Successful Client Outcome - how to avoid or deal with conflict if it arises

I’ve been a “Chief Happiness Officer” for over 25 years now - focused on both the client and the employee journey.

Mentorship and conflict resolution has played a big part in my day to day. Supporting professionals in this delicate area has been hugely rewarding for me. Helping people and client managers, who feel poorly-equipped to deal with conflict resolution, has always come naturally.

I know all too well. Conflict can be challenging.

As someone who is client-facing, your job is to reduce the risk of conflict; and if or when it does occur, prevent it from escalating by swiftly offering strategies towards a resolution all parties can get behind.  

Escalation is actually preventable. By using a few easy go-to strategies that all parties can get behind the conflict becomes very manageable.

Strategically coping with disgruntled clients, trades and team members demonstrates professionalism, reinforces client confidence and guarantees overall trust in how you work. 

Disagreements that spin out of control can negatively impact your reviews and brand reputation, potentially leading to more serious issues, such as legal action against your company.  

In early 2023, I made a pivotal switch in my career from the fast-paced tech world to no less challenging design industry. What I’ve learned is that client resolution is almost identical in both: it’s just that the stakeholders are different.

Here are my 5 key strategies …

1 - PREEMPT TO PREVENT

It’s always best to head off conflict before it arises. Do this by being proactive and communicating openly about your processes, timelines and budget.   

The 2 key things that will set your client off are delays and cost overruns.  Set the stage. Lay out how you and your trades will communicate and prepare your clients for the possibility of supply chain delays and budget changes that may occur through the life of a project.  

It cannot be over-emphasized: warn clients of project delays and any surprises as soon as you become aware of them. 

Document key milestones by using a Client Dashboard that can be client facing.  This will set expectations and allow the client to follow progress.  If they feel they are in the loop, clients are less likely to be disappointed.  This also serves to document the history of the project as it evolves, which may come in handy if you need to gently remind your client of a detail previously shared in the timeline.

Last but by no means least important, be hyper aware that you’re working in your client’s home and private sanctuary. Respect their privacy.

2 - RESOLVE ISSUES WITH CARE

The client is always right.  Period.

Even if you know that the issue didn’t stem from something you did to cause the conflict, it’s your job to ensure that the client walks away feeling well taken care of and that a resolution was reached amicably and to their satisfaction.

Disagreements are bound to happen; but the resolution is how you grow long-standing brand loyalty and partnerships.  This is true for all types of business relationships.

Timing is critical in resolution as well. The more time that passes, the more likely frustrations will build on both sides, making a resolution more challenging to agree on. A courtesy email, or call, goes a long way to show you are actively working on a solution.

Before you contact your client, do your research!  Walk back the project steps and understand the root cause of the issue.  Even if the onus doesn’t directly lie with you, the client is expecting you to fix the problem.

Plan out what you’re going to say.  Draft it and read it out loud.  If you’re having trouble reading or saying the words to yourself, it won’t sound right to the client either.

Make notes in advance to gather your thoughts and easily refer back to during the discussion, so you stay on track and the discussion flows well.

Meet in person or on a video call.  Face-to-face discussions go so much more smoothly than emails or phone discussions.  Eye contact, body language and sincerity come across loud and clear in person.

Try not to use text messaging as your only means of communication.  If you must text, do so only to ask the client when they might be free for a quick call or meet up.

Maintain eye contact when you speak.  What you’re saying is as important as how you’re saying it.

Keep a calm tone, and avoid making negative gestures and facial expressions while they’re speaking.

Listen to really hear the client, not to prepare a response.  Show empathy.

Nod, ask non-judgemental questions, and summarize the conversation at key moments so that the client feels valued and heard.

Avoid interrupting.  Let your client speak until they are finished with what they have to say.

3 - AVOID GOING SIDEWAYS

If you base the discussion on facts rather than on how either of you is feeling, you start on the right foot. 
It’s easy to feel defensive, frustrated or angry when trying to resolve an issue. You may feel the client is being unreasonable.  Take the high road and lead by being reasonable; this will help you set the tone of the conversation. 

If your client feels heard, they are more likely to approach the discussion calmly.  When emotions get to the surface, use phrases like “I understand” or “I can only imagine how you must have felt” or “While I can’t meet that request, here is what I can do…”.  Stay away from the words but and can’t.

The end goal is to get the relationship back on track and regain client confidence.

4 - FIX, DON’T FINGER-POINT

Always show you’re working on solutions and trying to meet deadlines or align budgets.

Avoid assigning blame when offering an explanation. 

Never blame delays on another client project!

Sentences like “This milestone was due at the end of the week, but our team is already working on another deadline” which can set your client off to no end.  Blaming your delays on another client diminishes the importance of the clients relationship or priority with your company.  

Instead, use “Our commitment was to have this milestone done by the end of the week, and my team is working around the clock to meet that deadline; however, there may be a slight delay with one of the trades. Not to worry, we’ll make up for any lost time.”

It may seem like a small adjustment, but avoiding the word but tells your client to consider the issues you face so that they are less likely to hear it as an argument or an excuse. 

5 - FOLLOW UP TRANSPARENTLY

If you’ve gotten this far, you’ve likely succeeded in your client resolution.  Congratulations!

To ensure that you and your client have fully understood the outcome of your resolution, don’t forget to document the changes on the Client Dashboard.  Share with your client where the updates were made, so the client is clear on how your work meets everyone’s expectations.