When a client questions the integrity of your team and from my point of view as a lawyer, the subject must be treated with both modesty and honesty : 1/have an honest exchange about what didn't work and how it could have worked better 2/make decisions for the future to restore communication and transparency if necessary (lack of communication or misunderstandings being often the source of the problem, more than a subject of integrity) 3/ask the client very simply if he is able to completely trust the team, because without trust, there can be no working relationship The success of our team in cultivating a solid customer relationship is based on a principle: we never tell him what you want to hear, but always what you need to hear

When a client questions our team’s integrity, it’s crucial to go to the root cause of the issue to address it effectively. Express appreciation for their feedback, while acknowledging the seriousness of their concern and politely asking for specifics to understand their perspective fully. Analyze carefully and if there’s merit to their concern, take responsibility and outline steps to resolve it. If there’s a misunderstanding, provide evidence or context to clarify. Reaffirm your team's commitment to integrity and maintaining a transparent relationship. Also, share what actions your team will take to ensure such concerns are avoided in the future. Use this as an opportunity to rebuild trust and strengthen the relationship.

One thing I’ve found helpful, is to take extreme ownership. Too often, when situations such as this arise, it’s so easy to point blame and be quick to address someone’s shortcomings. However, as the individual who cultivated the team in the first place, their actions are a direct reflection of you. By taking extreme ownership of whatever went wrong, it builds trust with the client to know you won’t side step responsibility, and additionally it builds trust with your team that you didn’t throw them under the bus. Tactical follow through: affirm the client, reorient the blame being on the team to how you could’ve communicated better. Relay to team client’s disgruntlement. Discuss how we can move forward better.

Para lidar eficazmente com um cliente que questiona a integridade da equipa, é essencial: 1. Ouvir activamente e compreender a preocupação apresentada; 2. Realizar uma investigação transparente e baseada em factos; 3. Reforçar os valores da organização, garantindo que os padrões de ética sejam comunicados; 4. Propor medidas correctivas concretas, caso sejam identificadas falhas; 5. Manter o cliente informado sobre o progresso e as acções implementadas; e 6. Implementar melhorias nos processos internos para prevenir ocorrências futuras e reforçar a confiança. Estes passos asseguram uma abordagem estruturada e profissional ao tratar de questões sensíveis.

Integrity Restoration Strategy: 1. Invite an open, non-defensive dialogue to understand specific concerns 2. Provide transparent documentation of processes and decision-making 3. Share client testimonials and case studies demonstrating consistent ethical performance 4. Offer third-party verification or independent audit of team practices 5. Commit to continuous improvement with clear accountability mechanisms

When a client questions your team’s integrity, it’s crucial to address it with professionalism and empathy: 1️⃣ Listen Actively: Understand their concerns without interrupting, showing you value their perspective. 2️⃣ Acknowledge Their Feelings: Validate their concerns by acknowledging their importance. 3️⃣ Present Transparency: Share clear data, processes, or records that demonstrate your team’s honesty and commitment. 4️⃣ Take Accountability: If there’s merit to their feedback, own up and outline immediate corrective actions. 5️⃣ Reaffirm Trust: Highlight past successes and your commitment to maintaining high ethical standards. Integrity is the foundation of trust.

The situation requires an unbiased approach to understand the root cause. Few simple steps: 1) Clearly understand the situation for client. 2) Commit to giving an explanation and re-affirm the trust between both parties(ascertaining successful past collaborations is the key). 3) Investigate the situation within the team. Talk to them and use tools and internal system data to understand better. 4) Educate and guide the team in the right direction if the cause is internal process glitch. Inform the client the situation is rectified and assure them it will not occur moving forward. 5) If it’s a misunderstanding at the client’s end, approach them with relevant data and highlight the key points to be understood for smooth future collaboration.

For me, the goal is not just to address the skepticism but to turn it into an opportunity to strengthen the relationship. Trust is built through actions, and I strive to let those actions speak louder than words.

We understand your concerns and take them very seriously. We are committed to upholding the highest standards of integrity and professionalism. We will conduct a thorough investigation into the matter and take appropriate action. We value your trust and will work diligently to restore it.

In a coaching scenario, it is important as a coach to listen and playback. To progress forward utilising a series of Cognitive Behavioural Therapy questions e.g. Funnel Questions can help to determine validity of the statement. Some questions may include: - Can you recall a time where your team have acted with integrity? - Could there be any other factors that may have impacted their integrity? - What could be a factor in a decline in integrity? When you have the full picture, you can effectively guide the client to perhaps see the scenario differently or the next steps to take.