How to Turn Service Delays into Trust-Building Opportunities with Empathy and Emotional Intelligence

Originally published by Fleet Management Weekly.

We’ve all been there: a backordered vehicle, a supplier delay, a critical resource tied up somewhere else. It’s frustrating, especially when you know the client is counting on you.

In those moments, the instinct is often to jump into fix-it mode, deliver the update, apologize, and move on. It might seem counter-intuitive, but these delays can become valuable trust-building opportunities.

I’ve learned something important over the years—these disruptions, along with the tough conversations—aren’t just operational. They’re emotional. But, if we’re intentional, they can become powerful opportunities to build trust through how we respond.

Start With Empathy – and Deepen the Relationship

Before we jump into the timeline or the reason for the delay, we need to pause and connect. Ask yourself how you would feel as the client:

• What might the client be feeling right now?
• What do they need from me: information, reassurance, space to vent?
• How can I help them feel heard, not just informed?

That moment of reflection may feel small, but it makes a big impact. It shifts the tone of the conversation from reactive to relational.

Simon Sinek writes in Leaders Eat Last that when people feel safe among their team, they trust and cooperate more freely. That applies just as much to clients as it does to internal teams.

Adjust Your Style to Fit Theirs – Turn Tension into Trust

Emotional intelligence isn’t about having the perfect words. It’s about being present and paying attention. Every client has their own communication style. When things are tense or uncertain, recognizing those differences becomes even more important.

Some clients need space to vent before moving to a solution. Others want a short, structured update, while still others prefer a detailed explanation. There are those who just want a clear next step, and still others who want to be reassured. And, there are clients who want to feel like they’re in control.

There are as many reactions as types of people, and there’s no right or wrong way. What matters is that we meet them where they are, not where we’re most comfortable. That’s what builds real trust, even when the news is tough.

To support that mindset, we’ve been rolling out Core Strengths training across Client Services, starting with leadership. From the top down, we’re focused on giving our teams the tools and shared language they need to adjust their style, collaborate more effectively, and truly connect with our clients and team members.

Being Present Beats Out Being Perfect

Be Honest and Present

One of the fastest ways to lose credibility is through avoiding or softening the truth – clients can sense that instantly. Being present doesn’t mean having all the answers. It means being clear, responsive, and real.

“I know this isn’t what you wanted to hear. Let me walk you through what’s going on, what we’ve tried, and where we go from here.”

When empathy meets honesty, it creates credibility that you can’t manufacture.

An Apology Acknowledges a Problem; Guidance Solves It

An apology is important. But it’s not enough. The next question is always, “Now what?”

This is where we add real value, offer solutions, provide choices, and just as important, give clients enough information to make decisions and act. It’s not just about giving options. It’s about offering the context, risks, and tradeoffs that allow them to move forward with clarity.

“Here are two paths we can take. Neither is perfect, but I’ll walk you through both so we can decide what’s best based on your goals.”

That’s what partnership looks like; it’s not just reactive, it’s empowering.

Internal Trust Fuels External Credibility

Trust doesn’t just start with the client. It begins inside the organization every single day, and is built into how we treat each other, how we listen, how we lead. It lives in the daily conversations, the tone we set and the space we make for others. It starts with believing that people come in every day wanting to do great work and leading from that assumption.

This is internal service quality in action. It’s not a concept; it’s a responsibility. It means giving our teams the tools, training, and support they need to succeed. We can’t ask for top-tier service without providing the resources to deliver it.

This reflects the foundation of the Harvard Business Review’s Service Profit Chain, which shows that when employees feel valued and equipped, they create stronger experiences. That leads to higher customer satisfaction, deeper loyalty, and better long-term results.

When I stepped into this role, I prioritized strengthening our internal service quality. We reimagined how we attract, onboard, and develop talent, starting with purpose-driven hiring and continuing through structured onboarding, clear success metrics, and ongoing professional development. We built a culture of clarity, consistency, and connection, supported by collaborative communication that keeps everyone informed and engaged. Through regular updates, training sessions, and accessible resources, we ensure that our teams stay aligned and continuously upskill. By investing in the right tools and fostering a learning mindset, we’ve empowered our people to grow with the business and deliver exceptional client experiences and drive meaningful business impact.

None of that happened overnight. But the outcome is a team that feels supported, aligned, and empowered. And when people feel that on the inside, they show up even stronger for the client.

What They Remember Isn’t the Delay; it’s How You Handled It

Clients might not remember the specific date or the length of the delay. But they will remember how we made them feel in that moment. Did we show up? Did we care? Did we listen and guide, or just deliver a message?

Every disruption is a chance to build trust. Not by being perfect, but by being present. Empathy is what turns a difficult update into a relationship-deepening conversation. Emotional intelligence is what helps us navigate that with care.

It’s in these moments that we are more than just another vendor – we forge relationships that last. It’s how we turn service into partnership, and partnership into leadership. Because when clients feel valued and understood, they remember not the challenge, but being led to the solutions.