Tough client conversations are inevitable, but handling them well maintains trust and business relationships.

Unlike internal team discussions, a single misstep can cost you a client. In this episode of The Chris LoCurto Show, we cover five key principles for navigating these conversations confidently.

Why the Stakes Are Higher (00:03:22)

Clients don’t always give second chances. Mishandling a conversation can cost you more than one client—referrals are on the line.

Prepare Before the Conversation (00:13:03)

Going in unprepared leads to miscommunication. Gather perspective, avoid assumptions, and plan your approach.

Active Listening and Clarifying Questions (00:21:40)

Emotions run high. Ask questions, listen actively, and uncover the root of their concerns to find real solutions.

Communicate Clearly & Resolve the Issue (00:26:27)

Clients expect responsiveness, not perfection. Outline steps to fix the issue and reassure them you care.

Follow Up to Restore Trust (00:35:11)

Checking in after resolution shows clients they matter and builds long-term trust.

Next-Level Leadership LIVE Event 2025 (00:32:24)

Feeling overwhelmed? Join us at Next-Level Leadership LIVE for proven leadership strategies. Learn more at chrislocurto.com/liveevents.

Additional Resources (00:37:44)

• Episode 379: Role-playing tough conversations for better conflict resolution.
• Episode 594: Stop avoiding tough conversations and build a healthier workplace.

Conclusion (00:38:36)

Difficult conversations, done right, strengthen relationships. Prepare, listen, communicate, and follow up to build trust.

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