How much 'say' does your client have?

Great question jessica.lamb - One deal-breaker for me is when clients are rude to my team. On occasion, I've had to bring up an incident with a client to make them aware of the impact they've had. In most cases, they are really surprised and very apologetic, the behaviour may have been a symptom of stress for example. Very rarely however there is no change in behaviour which presents the issue of how to move the client on. It's important from a people and culture perspective to back your team by words and actions.