When clients are upset by changes to an event schedule, address their concerns directly and offer alternative solutions that meet their needs. Be transparent about the reasons for the changes and work collaboratively to find a compromise that satisfies both parties. Open communication and flexibility can ease tensions and build stronger client relationships.

- It's super rare that homeowners get upset about that. Super uncommon. You're going to get the occasional difficult customer...And I can tell those customers just during the signing of contracts and picking out a colors...those customers we tend to make them a priority to we can be done, quicker. I had a customer who had 25 color boards at her house..and it took her 4 months to pick the color. So every customer is unique and their situation is different. But we always put the customer first.

When schedule changes disrupt plans, the key is empathy and transparency. Start by actively listening to the client’s concerns—sometimes, they just want to be heard. Acknowledging the impact on them can go a long way in diffusing frustration. Offering flexible solutions or compensation that fits their needs shows you’re not just offering a quick fix, but genuinely committed to making it right. And being upfront about the reasons behind the change builds trust and reassures them that you’re taking steps to prevent it from happening again. What strategies have worked for others in these situations?