It happens sooner or later to every professional services firm. Your client is unhappy with the firm's performance. The issue may be real or it may only be a perception but, from the client's point of view, there is a problem.

What, if anything, can be done? You have arrived at the "moment of truth."

The mindset of your firm and the people within the firm is critical to recovering and correcting the situation. Most importantly, there is one attitude that must be adopted and embraced if you are to retain the client.

That attitude can be summed up this way: criticism from a client is more valuable than gold. The criticism you are receiving is to be treasured (that's right!) and is actually more useful than the halfhearted praise we often get. Why is this?

When clients are unhappy with the performance of their professional service firm they usually do one thing: they take their business elsewhere and never say why. Has your firm ever lost a client and no one knows the real reason why?

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