How to Navigate a Client’s Biased Comment Without Losing the Relationship
You’re on a Zoom call with one of your company’s biggest clients. The relationship has spanned years, you’ve weathered a few storms together, and they’ve helped your numbers look good more than once.
Then it happens.
A remark that lands like a thud. Maybe it’s “you know how they are” about a marginalized group. Maybe it’s a joke with a lazy punchline about pronouns or “woke culture.” You freeze. You feel the heat rise to your cheeks. And in your head, a question starts screaming: Do I say something?
You may have spent decades building trust through relationships and you already know that silence can cost you. But so can coming in too hot.
This is exactly when the ARC Method® helps you lead with grace and credibility, not cringe or conflict.
Step 1: Ask – Create Clarity Without Conflict
Instead of jumping to correction or staying silent, pause and get curious. Use a non-accusatory question to check your understanding and give the client a chance to self-correct.
Try this:
“Hey, I just want to clarify—what did you mean by that?”
This one sentence opens a door. It buys you a second to breathe and gives the other person an opportunity to rethink. You're not accusing. You're asking.
And let’s face it—most people don’t wake up wanting to be the villain. But in a world of coded language and loaded jokes, we often say things without thinking. This is your moment to invite thoughtfulness.
Step 2: Respect – Hold Space Without Shaming
Respect doesn’t mean agreeing. It means being calm, listening, and staying open. You can validate the person without validating the comment.
Example language:
“I appreciate that we can talk openly. I just want to flag that what you said might not land well with everyone—it could feel exclusionary.”
The Respect step helps you maintain rapport without bypassing the harm. It's not about performative outrage. It’s about making it safe to course-correct and showing that you value both honesty and dignity.
Step 3: Connect – Tie It Back to Shared Values
Now that the tension has been acknowledged, redirect the conversation toward shared goals: inclusion, partnership, professionalism.
Try saying:
“We’ve always had such a strong partnership because we trust each other to speak up. That kind of trust is what helps us both succeed with diverse teams and clients.”
That’s the Connect piece—reinforcing that this isn’t about calling someone out. It’s about calling them into better business practices. You’re not moralizing; you’re leading.
What This Looks Like in Practice
Let’s say your client says something like:
“Ugh, all these DEI trainings are such a waste of time. Everyone’s too sensitive now.”
Here’s how the ARC Method® plays out:
Ask:
“Can I ask what your experience has been with those trainings? I’m curious.”
Respect:
“Thanks for sharing. I know some sessions can miss the mark. At the same time, I’ve seen how the good ones can shift culture and improve team trust.”
Connect:
“When our teams feel psychologically safe, they perform better. That’s something we both want for the people we lead.”
Boom. You just demonstrated leadership, kept the relationship intact, and modeled how to speak up without alienating anyone.
Why This Matters to Your Role
If you're in sales, account management, or client success, you already know how nuanced relationships are. You walk a tightrope between protecting your company’s values and preserving client loyalty. What the ARC Method® gives you is a script for those high-stakes moments. It lets you be both bold and diplomatic.
And the payoff? You build trust. With your client. With your team. With yourself.
🛠️ Practice This Now
Think back: When was the last time you heard a comment that made you wince? What could you have said using ARC?
Write a script: Draft your version of “What did you mean by that?” that feels natural in your voice.
Share it: Role-play with a colleague. Ask them to throw you a curveball.
ARC gets easier the more you practice. Like muscle memory. Like pickleball, if you’re into that sort of thing. 🏓
Get the ARC Method Cheat Sheet here!