Getting Ahead of a Client Complaint: Don’t Wait for the Call—Make the Call

You ever get that heads-up from a team member—“Hey, just so you know, that client wasn’t happy.” Maybe it was a tough customer on-site, a miscommunication, or something didn’t go 100% as planned. Whatever it is, you now have a choice:

1️⃣ Wait and hope they don’t call. (A.K.A. the “ignore and pray” strategy—bad idea.)
2️⃣ Get ahead of it and call them first. (The move of a true professional.)

If you chose Option 2, congrats—you actually care about your reputation and your client relationships. Because here’s the truth: the longer you wait, the worse it gets. When you make the first move, you control the tone, the solution, and, most importantly, the way your client feels about the situation.

Let’s break down why getting ahead of complaints is key, when to step in, and exactly how to handle these conversations like a pro.

Why You Should Always Call First

🚫 Waiting gives them time to stew. If a client is frustrated and you do nothing, that frustration grows. By the time they call you, they’re twice as angry.

🚫 It puts you on defense. If they call first, you’re already behind. They’re coming in hot, and you’re scrambling to recover.

🚫 Calling first shows professionalism. Instead of reacting, you’re proactively taking responsibility and looking for solutions. Clients appreciate that.

🚀 The goal isn’t to “avoid” the complaint—it’s to control how it plays out.

When to Step In (Hint: ASAP)

📢 If a staff member flags an issue, that’s your cue.

• The driver noticed the client seemed frustrated?
• The event staff mentioned the planner was difficult?
• The setup crew said there was tension on-site?

🚨 Call the client before they call you. Even if they weren’t that mad, your call lets you steer the conversation before it spirals.

How to Handle the Call Like a Pro

Step 1: Acknowledge & Take the Lead

Start the call on your terms—friendly, professional, and confident.

💡 “Hey [Client], I wanted to check in with you personally. I heard from my team that there may have been a hiccup on-site, and I wanted to touch base to make sure everything was handled to your satisfaction.”

➡ This does two things:
✔ Shows you’re proactive (instead of waiting for them to chase you down).
✔ Invites them to share their thoughts (which makes them feel heard).

Step 2: Listen First, Then Respond

Let them talk. Seriously. Even if you already know the story, let them vent for a second.

DO NOT:
❌ Interrupt them.
❌ Get defensive.
❌ Jump straight to a solution before they finish.

Once they’ve said their piece, repeat back what you heard so they know you understand.

💡 “Got it—I totally understand why that was frustrating. If I were in your shoes, I’d want to make sure it was resolved, too.”

Step 3: Offer a Solution, Not an Excuse

Clients don’t want to hear why it happened. They want to hear what’s being done about it.

💡 “I’ve already spoken with my team, and here’s what we’re doing to make sure this doesn’t happen again.”

➡ If a fix is possible, offer it.
➡ If no fix is needed, focus on reassurance.
➡ If they were just being difficult, stay calm and professional—but don’t over-apologize.

Step 4: End on a Strong Note

Finish by reinforcing the relationship and showing you value them.

💡 “I really appreciate you taking the time to chat with me about this. Your feedback helps us improve, and I want to make sure you’re always happy working with us. If you ever need anything, you know where to find me.”

➡ This leaves them with a positive final impression instead of lingering frustration.

Final Takeaway: Be the One to Make the Call

If you hear even a whisper of an unhappy client, don’t wait for them to come to you.

✅ Make the first move.
✅ Control the conversation.
✅ Solve the problem before it becomes a bigger issue.

This is how you keep clients happy, protect your reputation, and prove that you’re a pro who actually gives a damn. 🚀

Now, go check in with your team—has anyone flagged a client issue you should be calling about right now? 😉