We don’t run perfect organisations stocked with perfect people, led by perfect bosses. There are always going to be failings, inadequacies, mistakes, shortcomings and downright stupidity in play. If we manage to keep all of these within the castle walls, then that is one level of complexity. It is when we share these challenges with clients that we raise the temperature quite a few notches. How do you handle cases where your people have really upset a client?