Dealing with an upset client

Construction is a tough sport.  You need to have lots of thick skin to make it in this game, BUT when it comes to dealing with an upset client here are some guidelines to keep in mind to represent the culture of this company in every situation. 

Keep in mind that most clients have no idea what it really takes to put together a successful project. They have no clue about the countless late night hours and early morning fires that we put out on a daily basis.  

They have hired us as their construction manager and rightly so.  We are good at what we do.  

But, all of that aside, when a client is upset, the worst thing we could do would be to shove things in their face about how much we do for them or about any of their shortfalls or mistakes they have made along the way. 

Although some clients can start acting like little infants, we don't ever treat them as such!

Respect and PATIENCE are the keys to a successful client relationship. 

As a part of the team, you are expected to uphold these values with every communication, even when you want to explode with frustration, take a breath, swallow your pride and handle it with integrity.