Making Work More Human - A Q&A with ex-KPMG Partners 11/6

Would you have your employee’s back when the client turns nasty due to their insecurities and internal politics? How do you resolve such situations?

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In 14yrs in this industry I have only had one partner level person tell the client to pound sand. Every other one bends over for the client. My personal opinion is that you would need to get that client on a one in one situation and find out what’s really going on. And if that doesn’t work get in a room with them, their boss, and your boss and delicately explain that the culture is not good and people are talking about leaving.

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Rare that clients turn nasty but agree under pressure they ask for the wrong thing or start blaming the team for not having the right analysis. Part of the partner job is to help client see what is and isn’t important. If you are not having that open conversation with the client up front then not really doing your job. Lots of pressure on everyone in a deal so understand frustrating but never a need for shouting and blaming people.

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