How to Repair a Client Relationship After You’ve Missed the Mark
You’re walking to your car, replaying the client conversation in your head, and there it is—the moment you said something that didn’t land well.
Maybe you made a joke that felt safe in your head but wasn’t in the room. Maybe you used outdated language. Maybe you assumed something about someone’s background or identity that you shouldn’t have.
Now you’re spiraling.
Did I offend them?
Did I ruin the deal?
Do I apologize or just let it go?
If this is you, I want to be clear: your ability to repair a relationship is often more powerful than never making a mistake at all. The ARC Method® shows you how.
Step 1: Ask – Take Responsibility and Create Dialogue
Instead of waiting and hoping it blows over, be brave. Reach out. Acknowledge. Clarify.
Try this:
“I’ve been thinking about our conversation, and I’m concerned that something I said may have landed poorly. Can we talk about that?”
This shows self-awareness, emotional intelligence, and courage—qualities every client respects.
Step 2: Respect – Listen Without Defensiveness
If your client shares that yes, they felt uncomfortable or offended, don’t justify it. Just listen.
Say:
“Thank you for telling me. I appreciate your honesty, and I’m sorry that I made you feel that way.”
Don’t dilute it with “that wasn’t my intent.” Your client doesn’t need a defense—they need to feel respected.
Step 3: Connect – Reaffirm Shared Values and Next Steps
Now it’s time to realign.
Say:
“Our relationship matters deeply to me, and I want to make sure we continue building on respect and trust. I’ll be more mindful moving forward.”
You’ve gone from awkward to accountable. From fumble to fortitude.
Real-Life Example
You refer to a client’s partner as “your husband,” assuming they're in a heterosexual relationship. You realize later your client uses “they/them” pronouns and never said their partner’s gender.
You follow up with:
“I realized I made an assumption earlier, and I’m sorry for that. I want to be more thoughtful moving forward.”
They say, “Thanks—I appreciate you saying something.” And just like that, trust deepens.
Why This Matters
Your credibility isn’t built on perfection. It’s built on repair. Your clients don’t need you to be flawless—they need you to be human. Humility, not shame. Action, not avoidance.
And guess what? This makes you unforgettable—in the best way.
🛠️ Try This:
Think of a moment you wish you’d handled differently—what ARC approach would you use now?
Draft a short follow-up message or voicemail script using ARC.
Use team meetings to normalize the power of a well-placed repair.
When you show up with honesty and humility, your clients won’t remember the misstep. They’ll remember how you handled it.