After you say your mea culpa, since the cat is out of the bag anyway, why not take this opportunity to address what the client heard, explaining it honestly, openly and as diplomatically as possible, to address those issues and turn the train wreck into an opportunity to strengthen the relationship? Example: He might have heard you say, “That guy is never at his desk when he says he will be.” Interpret that for the client, “You know, we really do realize the incredible demands you are under, so we should all be more patient. And we know it must be so frustrating for you at times when it is so difficult to get things done. We are committed to your success, and what you heard just reflects our frustration when we can’t get the information we need to do our best for you. Perhaps there are some ways we could work together to address this?” (Offer some suggestions).
Tips of the Trade: “Four Cures for Foot-in-Mouth Disease”
After you say your mea culpa, since the cat is out of the bag anyway, why not take this opportunity to address what the client heard, explaining it honestly, openly and as diplomatically as possible, to address those issues and turn the train wreck into an opportunity to strengthen the relationship? Example: He might have heard you say, “That guy is never at his desk when he says he will be.” Interpret that for the client, “You know, we really do realize the incredible demands you are under, so we should all be more patient. And we know it must be so frustrating for you at times when it is so difficult to get things done. We are committed to your success, and what you heard just reflects our frustration when we can’t get the information we need to do our best for you. Perhaps there are some ways we could work together to address this?” (Offer some suggestions).