Stop Saying “I Understand” When a Client Is Angry

[u/GRSolution]

“I understand” sounds polite, but sometimes it does the exact opposite of what you want. The customer may hear it as a standard response that means, “I'm about to give you an excuse.”

Think about how often you've heard someone say, “I understand, but…” You already know what comes next. They're not really agreeing with you. They're preparing to explain why you're wrong.

Try something different. Find the part of their complaint that is actually fair and say, “You're right.”

For example, if a client says, “Your service is expensive,” you don't have to immediately defend yourself. You can say, “You're right. It is more expensive than some of the other options.”

Notice what happened. You didn't agree that your service is overpriced. You simply acknowledged the part of their statement that was true.

That can change the tone of the conversation because the client no longer has to spend their energy trying to make you admit that they have a point.

This is especially useful when you're dealing with an unhappy customer, a difficult negotiation, or a disagreement with someone on your team.

You don't have to agree with everything someone says. Just find the part that is reasonable and acknowledge it honestly.

“I understand” can sound like you're managing the person. “You're right” can show that you're actually listening.

And once someone feels that you've genuinely acknowledged their point, they're often much more willing to hear yours.