• Trish Hall

Not another client complaint!

Scenario: one of your key clients has emailed you complaining that an employee of yours has:

  • Breached confidentiality

  • Made unprofessional remarks e.g., swearing and speaking in a derogatory way

  • Failed to deliver the project on time.

The client is asking you to remove this employee from their account, what should you do?


With the customer conversation aside, it is important to take an impartial view on this from the outset. Giving your employee the benefit of the doubt, you should first embark on an informal fact-finding exercise. It is too early to think about what an outcome might be. Instead, you want to find out all the information by asking the ‘how, what, why, when’ questions to hear what your employee has to offer.


You may need to verify what the client has said and speak to any other witness if there are any.

From here you can then decide how serious the issue appears to be and if you need to have a formal meeting or not. Note, a formal meeting such as a disciplinary meeting requires full disclosure of information to the employee on the allegations, right to representation, and an indication of how serious the allegations appear and what an outcome might be. The more information you provide will allow an employee to prepare for such meeting. However, be careful not to make bold, suggestive comments that could lead an employee to raise a personal grievance for predetermination.


For step-by-step advice, scripts, and/or support in person give Trish a call.

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