Your client has been given wrong information by your team. How do you regain their trust?

Regaining a client's trust after providing incorrect information involves a strategic and empathetic approach. Here are some steps based on Deloitte's best practices and insights: Acknowledge the Mistake Apologize Sincerely Provide Accurate information. Involvement the client resolution process Implement corrective actions. Follow Up Demonstrate Value By taking these steps, you can effectively address the issue, reassure the client, and work towards rebuilding a strong, trust-based relationship.

I agree with the comments that have been shared. The first step is to humbly acknowledge the issue with the client, and then be prepared for a negative reaction in which you cannot become defensive. As a former boss of mine advised, “sometimes you have to eat a yard of s**t and come up smiling”.

Erros e problemas com clientes acontecer?o durante a jornada, mas é importante estar atento para corrigi-los de forma rápida e eficiente, e acima de tudo, de forma honesta e respeitosa. O cliente precisa sentir que de fato há empatia e preocupa??o no relacionamento.

Once you clarified that your team has "misinformed" the data. Don't get on rambling "why" they did it, instead focus on delivering the "correct" information that is required. Setup a separate call with your client according to their calendar, to "acknowledge" and "apologize" for the misinformation and tell them "why" it occurred and "what" steps you've taken to prevent this in future.

Acknowledge the mistake and take responsibility. Don't try to blame others or hide the issue.? Offer a solution that meets the Client’s need. Rebuilding trust is about preventing future problems as well as resolving the current one.?

Once you've acknowledged the mistake, quickly provide the correct information. Clarify any misunderstandings and offer detailed explanations to fix the misconceptions. It's not just about sending corrected details but ensuring your client fully grasps the accurate information and its impact on their business. This step shows your commitment to transparency and highlights your reliability and expertise. In my view, promptly and clearly addressing corrections strengthens your credibility and reinforces the client’s trust in your commitment to accurate and reliable information.

Taking accountability is "good" thing to regain trust. But what will make the "client" feel more than good is allowing to work with your team in a joint training session on "low-context" communication and how to be direct and succinct with the information. This step not only regains "trust" but also boost your team's "credibility"

Assumir a responsabilidade, ser franco e colocar pessoas que ir?o ajudar o cliente a resolver o problema, certamente irá deixá-lo satisfeito e irá refor?ar a parceria

Taking responsibility means more than just admitting the mistake; it’s about showing your client the actions you're taking to avoid future errors. Outline the steps you're implementing, like team training or improved review processes, to enhance accuracy and communication. By demonstrating these proactive measures, you reassure your client of your commitment to delivering high-quality service and preventing similar issues in the future. From my perspective, addressing mistakes this way not only rebuilds trust but also showcases your dedication to continuous improvement and client satisfaction.

Taking responsibility can build trust and credibility. When you take responsibility for your actions, especially when things go wrong, it shows integrity and honesty. This builds trust with others, whether in personal relationships or professional settings, as people know they can rely on you to be accountable. Accepting responsibility allows you to learn from your mistakes. You can reflect on what went wrong, understand how to improve, and grow from the experience. This mindset leads to continuous personal and professional development. Engage a proactive approach to challenges and help to resolve problems more effectively and preventing them from recurring to build trust.

Taking responsibility means owning the mistake fully, even if it wasn’t entirely your fault or if there were external factors involved. Clients don’t want to hear excuses or have the blame shifted onto someone else—they want the issue resolved. By avoiding excuses, you demonstrate professionalism and maturity, and the client will appreciate your willingness to own the situation entirely.

Sometimes, correcting the mistake and acknowledging it isn’t enough to fully rebuild trust. Offering compensation can be a way to show your commitment to making things right. This doesn’t always mean a financial refund—it could be additional services, discounts on future projects, or other value-added options. The goal is to demonstrate that you're willing to go the extra mile to restore confidence in your services. In my view, offering compensation shows that you genuinely care about your client's satisfaction and are proactive in repairing any damage to the relationship.

N?o sou f? da frase "cliente tem sempre raz?o", a raz?o é de quem tem a raz?o. Por isso, é importante validar quais os impactos reais que esse erro causou na vida do cliente. Em alguns casos, apenas a solu??o do problema é o ideal, em outros o cumprimento do acordo, mesmo equivocado. Para algumas ocasi?es o mesmo n?o é o suficiente e o cliente deverá ser compensado de alguma maneira. Aqui a análise é individual e deverá avaliar a sensibilidade do stress do cliente, focando em n?o apenas "tapar buracos". Por exemplo, para prestadores de servi?os que criaram atritos enormes, de nada vai adiantar você dar um desconto de 50% para o próximo servi?o, pois o cliente provavelmente n?o irá fazer acordo com você.

Mistakes happen, but fixing them isn’t always enough to repair the trust that’s been shaken. When that happens, I believe actions speak louder than words. Offering something extra—whether that’s a discount, additional services, or something else of value—can make a big difference. It’s not about financial compensation alone, but about showing the client that we're fully committed to making up for any inconvenience. For me, it’s about going beyond just solving the issue and focusing on rebuilding the relationship, proving that we're invested in delivering the best possible experience moving forward.

Correcting the information might not be enough to fully regain trust. In such cases, offering compensation for any inconvenience or losses suffered can be an effective way to demonstrate the commitment to making things right. Provide compensation that reflects the extent of the issue. This could be: A discount on future services or products. A complimentary service or product. A refund if the mistake had financial implications. Additional support or resources to help rectify the situation. It shows that you genuinely care and put them in their best interest.

If the error has caused significant inconvenience or loss, offer compensation. This could be in the form of a discount, free service, or other goodwill gestures. It shows that you value the client's business and are willing to make amends.

If the client is convinced that you are taking full responsibility for your team’s actions you’re more than halfway back in the door. “In my opinion”

If they are willing to continue working with you, give it time. Once you took responsibility apologized, and corrected for the future, assume that trust can and will be rebuilt, but don’t expect it immediately.

I am believing by offering a clear and concise explanation of how the mistake happened will allow transparency with the client. A real-life example happened back when I was a financial consultant. I provided wrong information based on some numbers, but after realizing the fact, when back to the client to address the issue, and continue to provide constant feedback regarding the right numbers.

There's no "over communication" when you are communicating with your client. So be proactive, keep them in the loop and use "low-context" communication style. If your team and client work in different time zone or work hours. Establish an asynchronous IM platform where your "client" can notify your team at their convenience and your team can pick it up later to respond back at their work hours.

Staying in touch with your client is crucial for rebuilding trust. Keep them updated on how you're addressing the issue and any other relevant details. Being accessible and responsive shows you're committed to their needs. Regular communication helps foster a collaborative environment, ensuring a strong and positive business relationship.

Acknowledge the Mistake: Admit the error and apologize right away. Example: “I’m sorry for the incorrect information we gave you.” Take Responsibility: Own the mistake on behalf of your team. Example: “This is our mistake, and I apologize for the confusion.” Provide the Correct Info: Share the right information clearly. Example: “Here’s the correct information.” Explain Prevention: Share how you’ll prevent this from happening again. Example: “We’re updating our processes to avoid this in the future.” Offer a Gesture: Consider offering a small gesture to show you care. Example: “As a thank you for your understanding, we’d like to offer [a service/discount].” Follow Up: Check in later to ensure everything is resolved and reinforce trust.

Turn this challenge into a chance to deepen your client relationship. Discuss their needs and how you can better meet them moving forward. Consider more frequent check-ins, tailored services, or joint strategy sessions. By focusing on their goals and showing commitment, you can turn a setback into a stronger, more resilient partnership.

Mistakes happen, but how we respond genuinely matters. I encountered a situation where an oversight affected our team’s timeline. I immediately took responsibility, apologized to the team, and worked late to resolve the issue. But an apology alone isn’t enough—it's about correcting the problem and ensuring it doesn’t happen again. In this case, I implemented new checks in our process to prevent a repeat, focusing on continuous improvement. In a fast-paced environment, learning from these moments is crucial. It’s not just about saying 'sorry'—it’s about making things right and evolving. Have you ever considered what makes an apology genuinely effective? For me, the actions that follow can turn a mistake into an opportunity for growth.

One thing I have found helpful in building on the relationship is to thank the client for bringing this mistake to our attention. It offers an opportunity to improve a system or process. Tell them that they have helped you grow and ensured this mistake won’t happen again. This makes the client feel valued that they have spoken up and been instrumental to the progress of your business. This provides validation and that you are taking ownership for the mistake.