When we are not acting in a professional capacity, it is common to feel very defensive when someone criticizes us. Usually, however, there is a kernel of truth in what the other person is expressing even though it might seem exaggerated or trifling to you. Here are some responses you can use to let clients know that you can see and accept the truth in what they have told you.

•             “I’m sure I could do better at times.”

•             “We probably could do things a bit differently.”

•             “There are people who have had more experience than I have.”

•             “It may be that we (I) could do things differently.”

•             “Probably we’re not always aware of these problems.”

•             “It is very possible that (I) we overlooked this.”

•             “I certainly can be forgetful at times.”

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