If a client provides negative feedback, what is the recommended initial response?

• A. Defend your actions
• B. Listen fully until the client is finished
• C. Ignore the comment
• D. Offer a discount immediately

Answer: (B)

Listening fully when a client provides negative feedback is the best first response. It shows you value their perspective, helps you understand exactly what went wrong, and prevents misunderstandings that can fuel frustration. Let the client finish, then reflect back what you heard, acknowledge any impact, and outline practical steps to address the issue. This approach reduces defensiveness, preserves trust, and sets up a constructive path forward.

Defending your actions tends to escalate the conflict because it signals you’re more focused on protecting yourself than solving the problem. Ignoring the comment communicates disrespect and can damage the relationship long-term. Offering a discount immediately is a quick fix that may not address the underlying issue and can create a precedent that discounts are the default response.