"The first thing I do when I am assigned to step into an at-risk situation is meet with the internal team that was previously involved to understand the history of the situation from their perspective. I listen neutrally because I understand there are often multiple sides and factors involved.
The second thing I do is reach out to the clients personally. If possible, I like to do this in person. I ask them to be as honest as possible and let me know what has happened and what their concerns are. I do not challenge their feelings or experiences even if I have information from the other side that discounts their opinions. I demonstrate empathy, and if appropriate, I apologize for any painful experiences they have had on behalf of my company. From there, I try to explain my experience in working in situations like these at a high level. I find this can help to begin to build confidence and trust.
The last initial step I would take is to develop a specific tactical action plan to begin to alleviate their concerns and demonstrate progress. This may include offering some sort of good faith service, or ensuring a set of action items is completed. I follow through on those commitments as quickly as possible and then take whatever steps are necessary to get the project back to where it needs to be."
