When a Client Shares Something Deeply Personal—How to Respond with Respect and Care
It starts as a regular meeting. Then something shifts.
A client mentions a health scare. Or shares that their child came out. Or quietly references their identity—something they’ve never brought up before.
Suddenly, you’re no longer just navigating project timelines or deliverables.
You’re navigating trust.
When a client shares something deeply personal, it’s not a detour. It’s a moment. One that, if handled well, deepens the relationship. If handled poorly? It can shut it down.
So what do you do?
This is where the ARC Method® becomes your guide—not just to avoid harm, but to hold space with confidence.
First: Understand What’s Actually Happening
Clients don’t get personal for fun. They open up because they feel something: safe, stressed, uncertain, seen—or unsure how to bring their full selves to the table.
In these moments, they’re not asking you to be a therapist. They’re watching to see if it’s safe to be real.
Which is why scripted sympathy or quick pivots back to business don’t land.
What they need is presence.
And ARC helps you stay human and professional at the same time.
Step 1: Ask – But Not for More
This is not the moment to probe.
Instead of asking about the situation, ask how they’d like to proceed.
Try:
“Thanks for trusting me with that. How can I support you right now?”
“Would you prefer to take a few minutes, or keep going with our agenda?”
“Is there anything you'd like me to be aware of moving forward?”
These gentle check-ins communicate:
I heard you.
I care.
I’ll follow your lead.
That’s trust in action.
Step 2: Respect – Don’t Make It About You
This is where even the kindest professionals sometimes trip up. They say things like:
“That reminds me of my cousin...”
“I totally understand what that’s like...”
“At least it’s not…”
It’s an attempt to connect. But it can shift the spotlight. Respect here means holding the space without filling it.
Instead, try:
“I really appreciate you sharing that.”
“I imagine that wasn’t easy to say.”
Or simply a pause, a nod, and steady eye contact.
Respect doesn’t mean fixing. It means acknowledging without judgment or rush.
Step 3: Connect – Reaffirm the Relationship
Once they’ve shared, and you’ve responded with care, the connection piece is subtle—but vital.
It’s not about rehashing the moment later. It’s about showing, through your follow-up and consistency, that their vulnerability didn’t make things awkward. It deepened your partnership.
You might follow up with:
“Thank you again for your openness earlier. I want you to know I’m here and committed to making this a safe and supportive process.”
Or just demonstrate it by continuing to show up with attentiveness and care in every interaction.
What This Looks Like in Practice
Let’s say your client says, “Just a heads up—I’m navigating some mental health stuff right now, so I may be a little slower than usual.”
The wrong move is to ignore it—or worse, gloss over it with “We all have stuff going on.”
Instead, try:
“Thank you for letting me know. I hope you’re getting the support you need. Please don’t hesitate to let me know how I can support you on this project.”
Then adjust timelines, communicate clearly, and continue to treat them with respect and professionalism.
That’s how trust compounds.
Why This Matters
We work in a world where professional and personal identities are more visible—and more vulnerable—than ever before.
Your clients are human. They’re grieving, parenting, transitioning, caregiving, recovering, and evolving while doing their jobs.
How you respond to the personal moments reveals your values.
And when you respond with ARC? You earn trust that no deliverable alone could buy.
Try This
Think back to a time someone shared something vulnerable with you. How did you respond?
Consider how ARC could have helped you stay more present, less reactive.
Practice these phrases with a peer:
“Thanks for sharing that.”
“Is there anything I can do to support you?”
“We don’t have to talk more about it unless you want to.”
When trust shows up as a whisper, meet it with stillness—not noise.
Want your team to be better equipped for these moments?
Our workshop Just the Way You Are teaches client-facing professionals how to use inclusive language and empathetic communication to build stronger relationships—especially when it counts most.