Strategies For Turning Client Conflicts Into Opportunities

Had an interesting conversation last week with a founder who was ready to walk away from a client a few months ago. The issue? A massive misunderstanding on project scope that spiraled into a heated argument. Instead of calling it quits, he did something simple but worked- He called the client and started with, “I think we’re misaligned. Help me understand where things went off track.” No defensiveness. No excuses. Just a question. It defused the tension immediately. They laid out all the frustrations, and he just listened. Next question - “What does success look like from here?” That one shifted the conversation from blame to solution. They ended up not only saving the relationship but also closing a bigger deal with them the following month. It made me realize this: Most client conflicts aren’t about the actual problem. They’re about feeling unheard and misunderstood.. Similar to personal relationships outside of work. I’ve seen this happen and workout by doing the following- Acknowledge the frustration. Even if you disagree. Ask what success looks like. It shifts the focus from the past to the future. Make a commitment—and follow through. Even if it’s just a small step, action rebuilds trust. Conflicts are going to happen. But if you lean into them with curiosity instead of combativeness, you’ll not only solve the issue but also strengthen the relationship. What do you do when you're lost in the woods ? Start with one step.

WHEN TEMPERS FLARE, YOU'RE LOCKED IN A STALEMATE, OR A MULTI MILLION DOLLAR DEAL IS ON THE LINE, EFFECTIVE COMMUNICATION IS THE KEY TO TURNING IT AROUND. The right communication framework fosters understanding, strengthens relationships, and drives powerful results within your team. Both personally and professionally, effective communication is key to successful teamwork, conflict resolution, and collaboration. From construction to finance, from fashion to family offices, my high performance clients master the skills to navigate the toughest conversations and transform them into their biggest breakthroughs. And here’s how you can do it too: 1. FRAME THE POSITIVE INTENTION: Start with shared goals. Establish a shared purpose to align your conversation positively and maintain the focus on optimal outcomes. ➡️”We both want [a positive, uplifting relationship].” “This is about us being [happier, more productive].” A positive start encourages cooperation and a safe space for communication. 2. DESCRIBE THE OBSERVABLE: Present facts without emotional interpretation. Focus on specific events or behaviors rather than feelings. ➡️ “When [specific event] happened, I saw [specific observation].” Stick to observable facts and avoid personal interpretations to keep the conversation neutral. 3. SHARE THE FEELING: Express your emotions without blame. Own your feelings without blaming others, and invite the other person to share theirs. ➡️“We both feel [emotion].” “I feel [emotion] about [situation].” Take ownership of your feelings. Express them without pointing fingers and encourage others to do the same. 4. REQUEST THEIR PERSPECTIVE: Invite input and collaboration. Ask for the other person’s perspective to gain insight into their viewpoint. ➡️“How did you see that?” “What did you observe?” Listen actively and be open to hearing the other person’s thoughts, fostering mutual understanding. 5. MAKE THE ASK WITH BENEFIT EXTENSIONS Propose mutually beneficial solutions: Offer choices that meet both parties' needs. ➡️ “If [action] occurs, we would feel [emotion] and [emotion].” “Here are two options that work for me…” Present two acceptable options to empower the other person to contribute to the solution. 6. WORK TOGETHER TO BUILD A CONSENSUS Collaborate on finding the best solution: Work together to determine the best course of action and express appreciation when a decision is made. ➡️ “I appreciate the thought you’ve put into this. I’m glad we agreed on [decision].” By applying my effective communication framework, you foster open, respectful communication that builds trust, enhances collaboration, and contributes to team success. And the great news is that you can use this both personally and professionally! I’m curious… ~When was a time that you needed this framework in your life? #future #communication #success

How do you turn a potentially bad situation into an opportunity to create a much stronger bond with a customer/client? We recently had a customer that was unhappy with some elements of our relationship. They cared enough to just call me and say "this isn't working the way we need it to, what can we do?". As Steven Covey says "seek first to understand, then to be understood." I listened to the concerns and suggested that we meet in person - our two teams of cross functional leaders, to discuss and find a path forward. This meeting was a fantastic open discussion of how we can better understand our process, their process and their expectations. During the meeting we uncovered many new areas of potential collaboration and built an even stronger relationship as we head into 2025. Transparent, candid communication and starting with listening can make all the difference as you seek to build long term relationships. This is a people industry and an in person (if possible) connection that puts all the cards on the table and aligns on areas of common interest pays big dividends.