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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