You're Solving the Wrong Problem
It usually happens like this: A tough conversation with a client starts to unfold. Something on the project has gone off track, and the team is ready with their explanation. They've gathered the background, lined up the facts, and start walking through how things unfolded and why they made the decisions they did.
But while they’re busy proving their point, the client is sitting there thinking one thing: What’s going to happen now?
This is where things quietly fall apart. Not because the explanation is wrong. Not because the team didn’t work hard. But because they’re answering a different question than the one the client is asking.
When a client reaches out with concern, they’re not looking for a history lesson. They want to feel like the team is with them—not across from them. They want to know someone is looking out for them, that everyone is on the same side. They want to trust that the team isn’t just building a project—they’re building it with them in mind.
Instead, what they often get is a timeline. A recap. A justification.
When conversations drift that way, trust erodes in subtle ways. Clients stop responding quickly. They pull in advisors. They ask for more documentation. It’s not about needing more information—it’s about needing more confidence.
Here’s what actually changes the conversation: Stop trying to be right. Start trying to be useful.
Instead of saying, "Here's what happened," say: "Here's where we are now, here's what we’re doing about it, and here’s what that means for you."
Instead of hoping they agree with your decisions, show them you heard their concern. Even if you don’t fully agree, acknowledge it. Show that you're tracking what matters to them, not just what matters to the job.
When you do that, everything softens. The client begins to re-engage. They stop bracing for disappointment and start listening for a solution.
It’s not about spinning the facts. It’s about changing the lens. Because what people really want in these moments isn’t perfection. It’s the feeling that they have a partner—that they’re not carrying the burden alone. That’s what trust looks like.
When you can bring that into the conversation, you stop solving the wrong problem. And you start moving forward—together.
Want to make these moments count? Try this:
Ditch the play-by-play. Lead with where things stand now and what’s next.
Swap “why” for “how.” It’s not about how you got here—it’s how you’ll move forward.
Say the thing they’re thinking: “I know this probably doesn’t feel great right now.”
Use their language. If they say it’s about “peace of mind,” show how you’re protecting that.
End with clarity: Who’s doing what next—and what they can expect from you.
The goal isn’t to win the moment. It’s to build the kind of trust that lasts beyond this conversation — the kind that turns a client into a long-term partner. And you start moving forward — together.