My ABC for handling client crisis.

I messed up last week. I didn't send you a newsletter.

And I’m not going to apologize for it. First, because you probably have enough emails in your inbox. Second, because I prioritized myself. I took a few days off and made a childhood dream come true by seeing Linkin Park in concert. I don't regret it.

But when it comes to our work, this level of honesty feels impossible. We’re taught that perfectionism and unwavering professionalism are the only way. Admitting a mistake feels like admitting failure.

What if I told you the opposite is true?

That your biggest mistakes can become your greatest advantages.

Have you ever heard the saying that you find your true friends in times of need? The same applies to business. A friend of mine recently overcommitted to a client. She was terrified to admit she needed more time and a bigger budget to deliver.

It felt like the end of the world. But it wasn't.

I can’t tell you how many screw-ups I've had to navigate. I've sent outreach with the wrong person's name—a dumb copy-paste error, no automation to blame. I've been the face of a software bug that cost our clients thousands.

What I learned is that every single time I followed the framework below, I came out with a stronger, more trusting relationship than I had before the mistake.

Here is my three-step process for turning a crisis into a connection.

A - Apologize

Start by taking the blame. (Quick caveat: if you really screwed up, you might want to consult a lawyer before you do this :D)

Even if it’s not entirely your fault, take ownership of the situation. Often, the issue is a misunderstanding or a client’s error that they project onto you. It’s easy to get defensive and prove them wrong.

Don't.

Apologize for the miscommunication. Apologize that the process wasn't clearer. Apologize for their frustration. Your goal isn't to be right; it's to de-escalate the situation and show you're on their side.

B - Break It Down

After you apologize, you need to explain what happened. People crave reasons.

This is about providing reasons, not excuses.

Don't blame a team member or a flawed client brief. Instead, break down the process that led to the mistake and present a clear plan of action to fix it.

Focus on the "what" and "how," not the "who."

Even for something small, this works. When I once mistyped a prospect's name in a cold message, I replied, admitted I was overworked, and explained that to prevent it from happening again, I would stop using copy-paste.

That human moment got a reply and started a real conversation.

C - Compensate

You have to be willing to take the hit.

Whether it’s extending a contract for free, offering a partial refund, or putting in a few extra hours at no charge, you need to show that you're invested in making things right.

This isn't just about money. It's about demonstrating that you value the relationship more than the short-term profit. Your integrity is your most valuable asset.

You'll never lose a client because of a mistake. You'll lose them because of how you handle it.

When you handle it with honesty, humility, and a commitment to their success, you don't just fix a problem—you build unshakable trust.

P.S. Mastering these difficult conversations is a skill. If you ever feel like your team could use some help turning tough client situations into stronger partnerships, feel free to schedule a call.