The wrong words for real problems

Even when the criticism stings, a client’s concern with the process or the work itself is very real. And it should always be addressed.

If your client starts suggesting solutions (What if we used this image instead? How about pink instead of green?) take a breath and then a 3-step approach:

💡✅ Acknowledge their idea. Repeat what they’ve said. Ensure they feel HEARD.

🕵️‍♀️ 🔎 Get the root of WHY they’re making the suggestion in the first place. Clarify the issue until you’ve found alignment on the real problem.

🤔 💭 Unless you have a business case already prepared, suggest possibilities to explore. Avoid finite or definitive choices that leave no room for discussion.

“The current photo doesn’t accurately reflect our brand? Let’s take a look at different options that showcase the customer service team instead of the amenities.”

“The color palette for this landing page is based on our brand guidelines, but we may need to explore an alternative solution for the call-to-action to make it stand out.”

Lastly, remember it’s “we” instead of “you.”

Because we’re on the same team, playing the same game, heading towards the same goal.