Your team's presentation is ready to go. How do you handle a client's last-minute disruption?

The final sentence here reads "Remember, your priority is to maintain the integrity of your presentation while accommodating your client's needs. " The top priority is to maintain relevance to the client and to take the opportunities presented by the disruption to build trust as the consequences of the disruption are worked through together. This doesn't have to be a negative situation.

From my experience, understanding a client's disruption is crucial for maintaining a strong connection and delivering value. During a telecommunications project, we faced a last-minute request for additional features just before a major presentation. Instead of panicking, I assessed the impact on our objectives and initiated an open dialogue with the client to understand their needs. This helped align our approach with their priorities. We quickly adapted by briefing the team and making necessary adjustments while maintaining composure to instill confidence. By rehearsing the changes, we ensured a smooth and confident delivery. This reinforced the importance of empathy, flexibility, and clear communication in client relationships.

First thing is to understand the reason for disruption and assess the impact on the idea that we were going to present earlier. Clear communication is crucial for keeping everyone informed and maintaining team coordination. Simplify the presentation by focusing on the main points and removing any non-essential elements to ensure the core message is delivered effectively. If necessary, inform the audience about any delays or changes to manage their expectations. Throughout the process, maintain a positive attitude and professional demeanor to inspire confidence in both your team and the audience. By being prepared, adaptable, and communicating openly, you can successfully handle disruptions and deliver a strong presentation.

This is all very methodical. But time may not be on your side to do this effectively. A disruption is often simply a desire not to receive a pat ‘standard’ presentation that might seem smooth to the presenters but is not what the client wants. Have a slide deck by all means but deliver the summary and key points quickly then engage in q and a pulling the slide deck into the conversation to answer their concerns and deliver key observations. Then summarise and feedback seeking to check that you are on the same page and have picked up their key needs, issues and they get the solutions. This is much harder than just presenting. The key to effective presentation is listening.

Before every presentation, it’s crucial to evaluate the null hypothesis: What if the strategic direction of the client organization changes? What if the audience changes? What if the client’s priorities shift? Once the root cause of any changes is identified, it’s essential to assess the impact on the presentation’s storyline. I follow a 60% rule of thumb: if 60% of the storyline, the dataset used to build it, or the audience composition has changed due to a disruption, it’s important to proactively communicate with the client and consider postponing the presentation to accommodate these changes.

I have always followed a simple 3 step framework towards having such open dialogues. It goes like this: 1. State the Purpose: Clearly state the purpose of the conversation. For example, “I’d like to discuss the recent changes in the project direction and how they might affect our upcoming presentation.” 2. Listen Actively: Allow the client to explain their rationale behind the change. Use active listening techniques, such as nodding and paraphrasing. 3. Ask Clarifying Questions: Ask open-ended questions to ensure you fully understand the client’s perspective. For example, “Can you share more about the reasons for this shift?” Its also absolutely important to show empathy and flexibility throughout the open dialogue with the client

Open dialogue is crucial for effective collaboration and problem-solving, especially in dynamic situations like last-minute disruptions. It fosters trust, transparency, and mutual respect among team members and clients. By encouraging open communication, everyone feels heard and valued, leading to better decision-making and more innovative solutions. It also allows for early identification of issues, enabling quicker resolutions and minimizing misunderstandings. In a client-facing scenario, open dialogue ensures alignment with expectations, reinforces relationships, and demonstrates a commitment to partnership. Ultimately, it paves the way for more successful and adaptive outcomes.

Take it as an opportunity to open a dialogue. Start by listening actively to understand the new priorities, then conduct a swift impact assessment to identify key areas affected. Share these insights with the client, discussing potential adjustments. By involving them in the problem-solving process, you not only address the disruption but also strengthen the client relationship, demonstrating flexibility and commitment to delivering value.

Avant de discuter avec le client, il faut évaluer en détail comment la demande affecte la présentation. Par exemple, il faut déterminer si elle nécessite un changement de contenu, un ajustement de la durée, ou une modification de la structure. Il convient d'engager la conversation avec le client en adoptant un ton positif et ouvert. Par exemple, "Je vois que vous souhaitez ajouter cette nouvelle section. Pouvez-vous me dire ce qui a motivé ce changement à ce stade ?". Il faut écouter la réponse du client et reformulez ses points pour montrer que vous avez bien compris. Il convient ensuite de proposer des alternatives qui pourraient satisfaire les deux parties. Enfin, il faut confirmez la décision pour éviter toute confusion.

By staying flexible and focused, you can pivot effectively and still meet the client’s expectations. This approach not only showcases your agility but also reinforces your commitment to delivering quality, even in the face of unexpected challenges.

A couple of months ago, my colleague Beverly and I led a board retreat for a nonprofit we work with. We had prepared thoroughly and reviewed our presentation. However, as the meeting began, the Executive Director wanted to discuss a few points that were not on our agenda. Instead of seeing this as an interruption, we viewed it as an opportunity. We recognized that her points were important to her and the organization. I have learned to always plan for such occurrences. Beverly and I knew which sections of our presentation could be adjusted or cut. This flexibility allowed us to focus significantly on the Executive Director's agenda, and her contributions led to an outstanding retreat.

Adapting quickly isn't just about managing surprises; it's about turning disruptions into opportunities. When a client changes things last minute, it's a chance to showcase your flexibility and problem-solving skills. By pivoting effectively, you can often enhance your presentation's relevance, leading to deeper, more meaningful discussions. In today's fast-paced world, the ability to adapt swiftly is as crucial as your expertise. Clients value not just knowledge but also agility—showing you can stay composed and deliver value even when plans shift. This adaptability builds trust and demonstrates you're a partner capable of handling their business dynamics with confidence.

Pivot—it’s a consultant’s favorite word. In my two decades as a consultant, I can count on one hand the number of engagements where my team didn’t have to pivot. Whether it’s shifting focus from predictive maintenance to warranty claims or prioritizing price pack adjustments before trade promotions, these conversations are commonplace. The key to a successful pivot is having a team of orthogonal thinkers with pi-shaped skillsets. These team members, with a Seal Team 6 mentality, navigate complex challenges with ease. They assess the impact, evaluate resource needs, adjust timelines and budgets, and execute the pivot seamlessly. Agility is a practiced skillset and takes years to develop & master.

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Leant this the hard way after multiple misses : agility isn’t developed overnight; it’s a practiced skill. The post-pivot presentation is crucial for showcasing the consulting team’s orthogonal capabilities. The mantra is simple: practice, practice, and more practice. Anticipate potential challenges, identify the promoters and detractors among the clients, critically examine the weaker sections of the storyline, emphasize the project’s impact, and rehearse the script repeatedly. There are no shortcuts to hard work, and only through repeated dry runs can a seamless post-pivot presentation be achieved

D'après mon expérience, il convient de planifier une répétition rapide mais ciblée. Il faut identifier les sections de la présentation qui ont été le plus modifiées ou qui sont les plus critiques pour la réussite de la présentation. Il faut que chaque membre de l'équipe sait exactement quoi dire et quand intervenir. Il convient ensuite de prendre un moment pour recueillir les impressions et faire des ajustements immédiats si nécessaire

Having provided strategic, and advisory experties to a many different projects in different sectors, I've learnt that when one is faced with such in any business settings, remaining calm whilst acknowledging your client's concerns it's key. As this will allow your team to evaluate the disruption's effect on the presantation, and therefore provide alternative solution to address the said concerns. The key is to focus on the most critical aspects of the presentation and adjust accordingly. And, debrief with your employees to identify areas for improvement, and always ensure contingency plans are in place in this sort of settings.

Preparation for the actual presentation in front of the client is key. Even within the scope of a given assignment, anticipating questions and envisioning “what if” scenarios are important for a successful presentation. Brainstorming and rehearsing with your team, then deciding on the final flow while considering these potential disruptions, ensures you are well-prepared. When a disruption occurs, maintain a confident demeanor and provide a clear and concise response. In my experience, in specific situations, you can also say “We will run some scenarios and get back to you in.. “, we want to provide the optimum solution for you, we will comeback in…” it shows responsibility and ownership as long as you respect the deadline

Quando uma interrup??o de última hora acontece, e esta situa??o é bem comum nos dias de hoje o que eu fa?o e indico com resultados relevantes nos meus clientes é lidar com a situa??o de forma estratégica e flexível. Primeiro escute atentamente as necessidades do cliente, avaliando a urgência e a importancia do pedido. Se possível, fa?a ajustes na agenda para atender à demanda, garantindo que a apresenta??o da equipe seja adaptada sem comprometer a qualidade. Agindo assim, você ainda aproveita a situa??o para demonstrar profissionalismo, agilidade e o compromisso em fortalecer a rela??o com o cliente, transformando o imprevisto em uma oportunidade de criar valor.

Vincent Van Gogh once said, “If you hear a voice within you say ‘you cannot paint,’ then by all means paint, and that voice will be silenced.” No matter how many client presentations you’ve led, nerves can still surface, and doubts may creep in. After all, the team’s hard work depends on your ability to deliver effectively to the client. That’s why it’s crucial to have a process for silencing any inner doubts. I personally find meditation for 10-15 minutes helpful before such meetings, but I’ve seen consultants use their own techniques, like listening to Eminem’s “Lose Yourself” on repeat or solving a Rubik’s cube. It’s a personal, iterative process, and each individual must find their method through practice and learning from experience