Insulting Client

I was in a meeting with a client and they made a personal comment about one of my team members. How can I handle this situation in a professional manner and ensure that the client is aware of the impact of their actions?

Balancing professionalism with bluntness is an art form that some clients have unfortunately, not managed to master. When an offensive remark is made, sometimes we are caught off guard in the moment and left unsure how to react.

Whoever is in earshot may be cringing or raging on the inside thinking to themselves 'did they really just say that?' However, because of the awkwardness of the situation, or perhaps because of wanting to avoid confrontation, these comments can go unmentioned.

Depending on the nature of the comments, sometimes a client may not know they are being offensive. Many countries and cultures around the world have very different beliefs and customs about things that can be taken for granted. Such as the role of women or junior team members.

However, there are certainly some things that are unacceptable anywhere in the world, regardless of the culture or stature of the client. Team members should not be made to feel uncomfortable by inappropriate language and it is our collective responsibility to look out for each other.

Remember, it is always of the utmost importance to maintain a level of respect and professionalism, but it is also crucial to ensure that the client is aware of the impact of their actions.

Here are some things to try the next time it happens.