Gather the facts from all parties involved before any emotions influence your own perspective. Situations like this often heat up fast and clear minds are needed. Once you have the facts, immediately communicate the summary of events, what, why, how and when in an effort to not excuse it but explain it clearly along with steps to be taken to remediate any damage and minimize any future mistakes occurring again.

Before I acknowledge or apologize for a possible mistake, I would understand the incident and how it evolved I would then address the issue: 1. If it was a genuine ambiguity during the meeting, I would work with the client to clarify both sides, and clear out any miscommunication 2. If it was due to a misstep from our side, I would apologize for that, clarify what went wrong, and detail our corrective action to bring us back to the right track 3. If it was due to a misstep from the client, I would highlight the issue and how it evolved, and recommend actions for both teams to eliminate any future misalignment When you are an advisor to your client, you are obligated to help them address their internal shortcomings as well

Whenever client trust is on the line, It is good to acknowledge the mistakes without any excuses. Make genuine efforts to rectify the errors & omissions by providing step by step action plan and addressing the root cause of the problem. Provide regular update to stakeholders involved on the progess and seek their inputs/guidance. By going through these steps, you can start to restore the trust that is lost. Remember, Communication is the key. Most clients would be willing to listen and provide one more chance. It is crucial to use the window of opportunity