Episode 7 – When the Client Overreacts… But Has a Point

Some client remarks can seem excessive, unfair, even completely off the mark.

And yet… sometimes, even in overreaction, there’s a grain of truth.

The key isn’t to get defensive, but to read between the lines, identify what’s valid and use it to improve.

Why Do Some Clients Overreact?

Several reasons:

• Emotions take over: fear, disappointment, or frustration amplify words.

• Past bad experiences: they project old traumas onto a new situation.

• They don’t know how to express what’s wrong, so they exaggerate to be heard.

• They want to be taken seriously—and think overreacting is the only way.

This doesn’t mean exaggeration is justified. But it does mean we shouldn’t dismiss everything just because the delivery is dramatic.

Common Overreactions That Reveal Real Issues

1. “You butchered him!”

👉 Often said after a haircut that’s shorter than expected.Yes, the word is harsh but the disappointment is real.

✔ What to hear: a need for clearer consultation or preview of expected results.

2. “He’s traumatized for life!”

👉 Said when the dog shows stress.Exaggerated? Likely. But the animal’s emotional state is still worth addressing.

✔ What to hear: Could we have prepared the dog or the client better?

3. “You must think I’m stupid!”

👉 Said when the client feels misunderstood or dismissed.Exaggeration often hides a need for respect and clear communication.

✔ What to hear: Should we improve how we explain or validate their point of view?

How to Respond Without Submitting or Escalating

1. Defuse the emotion

“I can see this has upset you. Let’s take a moment to talk it through.”

2. Search for what’s behind the reaction

“Can you tell me exactly what’s bothering you most?”

3. Refocus on facts and solutions

“I hear you. Here’s what I suggest.”

4. Stay grounded in your professional role

   Avoid matching their intensity.

   👉 Stay calm, respectful, and assertive.

In Summary

Even when a client overreacts, there’s often a hidden truth beneath the emotion.

Our role is to:

• separate form from substance,

• stay open to growth,

• hold our professionalism steady.

Storms don’t destroy good professionals, they reveal their strength.

See you next Monday for Episode 8:

“The Client’s Silence: When No Feedback Is a Red Flag”