What the Client Said Surprised Me… What My Team Said Surprised Me Even More

Ultimately, clear communication signals professionalism, empathy, and competence. It’s a core part of delivering a seamless, positive experience that customers remember.

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When I do seek clarity, I first identify if it’s a one-on-one conversation or is it okay to bring up with a group. Know your audience!

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Here’s an example: I was invited to join a client meeting our creative team was hosting. We were having a hard time getting the green light to move forward on a project and both sides were getting frustrated. 

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After the meeting, I used the scale of 1-10 (1 low and 10 high) with the client and based it on how she was feeling after the meeting. Did she feel like she was being heard? She gave me a “7”. I thought to myself, that’s not horrible, and then I asked her if we could get to a “10”. She said she believed so. We had some work to do and it was back in our court.

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I walked the client out and was feeling really good about the meeting. I asked the Project Manager what she thought . . . she said “that’s the worst meeting I’ve ever had. This client is too hard to please!” I was shocked. This was an experienced Project Manager and anytime a client shares where and how they’re feeling is a good thing. That day taught me one of the best stories to share during a difficult time with a client. It shares how two people can be in the same meeting and come out thinking two totally different things.

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My strength with seeking clarity is most assuredly with customers. I was raised with the “the customer is always right” philosophy. I’m still working on the “internal” empathy gene and continue to work hard and strengthen that weakness.