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Sometimes consulting projects go sideways. Or downhill. Or get rerouted through three layovers and a seat next to someone clipping their toenails.
If you’ve traveled the consulting journey more than a mile or two, you’ve endured turbulence during at least one engagement.
It happens.
How your consulting firm handles those potholes and speedbumps makes all the difference to your growth trajectory.
Consulting projects wander off the rails for all manner of reasons.
Perhaps your characterization of your clients’ failings was overly blunt or public, a member of your team didn’t complete a crucial task at the promised time, a major deliverable contained a massive error, or you sent milk chocolate instead of dark chocolate to the project sponsor.
Mistakes happen. We’re all human.
Or perhaps it’s entirely your client’s fault that the project has encountered a flat tire.
It doesn’t really matter who’s to blame.
What matters is how you recover.
Eight best practices will help your consulting project and, more importantly, your consulting firm jump back on track to client delight.
How to Turn a Misstep Into Momentum
Respond Rapidly
Don’t let a minor wobble turn into a full-blown breakdown.
When you find out the client is unhappy, address it immediately.
Never Become Defensive
Blame and shame serve little purpose in consulting.
Simply show that the problem can be rectified and won’t be repeated.
Years ago, a client of mine pointed out that I had missed a couple of milestones. I acknowledged the error and pledged more diligence in the future.
He subsequently awarded me multiple, six-figure projects.
Avoid Excuses
Be diligent about not making excuses.
This is harder than it sounds–we instinctively want to deflect any ill will directed our way.
One way to avoid making excuses is to ask for more information, then listen.
When you’re listening you can’t be defending yourself or making excuses.
Apologize
Whether it’s your “fault” or not, contrition creates goodwill.
Your genuine, heartfelt apology and admission of wrongdoing may not save the current project you’ve torpedoed; however, it will give you a great shot at another project with that same client in the future.
Collaborate on the Solution
Ask your client what would make them happy in light of the previous failure.
Left to our own devices, we often overcompensate and spin out, or develop solutions that aren’t ideal for our clients.
Your clients know what they want. Ask them!
Offer Amends
If you’ve caused harm, even inadvertently, offer some form of restitution.
The partners at a consulting firm we advise had a huge blow-up after one of our work sessions.
Everyone knew my team wasn’t at fault.
However, since our process may have brought the issues to a head, we offered extra one-on-one coaching with each partner at no cost.
For a small amount of effort, we upgraded the relationships to first class.
Anticipate Crises
Reconfigure the dashboard of your delivery approach to set off alarms—before problems reach your clients.
Also include plenty of feedback opportunities in your client experience process to surface client discontent at the earliest stages.
Create a Safe Space to Vent
Your clients should be able to gripe, grouse, and air grievances secure in the knowledge that your consulting firm handles negativity gracefully.
What’s your smoothest recovery from a project that hit a road closure? Share your consulting turbulence tips.
Text and images are © 2025 David A. Fields, all rights reserved.
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