How to Respond When a Client Crosses Physical Boundaries
You’re walking your client out after a meeting. Everyone’s all smiles. And then it happens:
A client reaches out and touches your colleague’s hair.
Or rubs a pregnant belly.
Or grabs someone’s mobility aid with a joke.
Or leans in too close, too long.
You freeze.
These moments often come off as “friendly” or “harmless.” But they’re not. They’re intrusive. And when they go unaddressed, they send a message: that your team’s comfort is negotiable.
If you’re a client-facing leader who’s built your reputation on relationships—this puts you in a tough spot. But you don’t have to choose between protecting the team and protecting the relationship.
The ARC Method® gives you a way to do both.
Step 1: Ask – Interrupt Gently and Create Awareness
The goal here is to de-escalate while creating space for course correction.
You can intervene with a simple question:
“Hey, can we pause for a second—what’s happening here?”
Or:
“Everything okay over here?”
You’re not accusing. You’re asking. You’re giving the client a moment to reflect, and your colleague a lifeline to reset.
If it’s appropriate and you’re close enough to the situation, you can even step in with a little redirect:
“Actually, we try not to touch people’s hair/wheelchairs/bodies at work—it’s a bit of a boundary for us.”
It doesn’t have to be confrontational. It just has to be clear.
Step 2: Respect – Stay Grounded, Say Less, Hold Space
This is where your power lies: in how you hold space. It’s not about lecturing the client or putting them on blast. It’s about being present.
If the client gets flustered or says, “Oh no, I didn’t mean anything by it,” you can simply nod.
“Got it.”
“Thanks for understanding.”
You’re acknowledging the impact without overexplaining. Respect here means listening, not judging, and giving the client a dignified way to course correct.
And if your colleague wants to speak for themselves? Let them. Don’t take over unless you’re invited in. Support doesn’t mean control.
Step 3: Connect – Reaffirm Professional Boundaries and Team Safety
Later, in a follow-up email or conversation, you can gently reinforce boundaries:
“Thanks for your time today—and I want to acknowledge a moment that may have felt uncomfortable. At our company, we value respect for personal space and identity. I know you meant no harm, and I appreciate your openness.”
You’ve now protected your team, preserved the relationship, and led with clarity. That’s real trust-building.
What This Looks Like in Practice
Client (laughing): “Wow, your curls are amazing—I just had to feel them!”
You: “Hey, we’ve got a hands-off policy here. Personal space is part of our culture.”
Client: “Oh, I didn’t mean anything by it.”
You: “Totally get that. We just try to be mindful. Thanks for rolling with me.”
Then move on. Calm. Clear. Professional.
Why This Matters
You’ve worked hard to build a culture where everyone can show up fully. When you let things slide—especially in front of a client—you risk eroding that trust.
Your team notices who you protect. So do your clients.
ARC lets you respond in the moment with composure and authority. It’s not about scolding—it’s about modeling.
Try This
Think through your go-to phrase for redirecting physical boundary crossings. Keep it short and neutral.
Debrief with your team after boundary-blurring moments to check in on impact.
Role-play this with new team members during onboarding—it’s a skill.
Professional doesn’t mean passive. When you lead with compassion and clarity, you raise the standard—without raising your voice.