Resolve the problem
Whether or not the problem is your fault, you need to help your client resolve it. Once you have discussed, listened and understood the problem, ask your client “What do I need to do to make this right?” Give the client time, listen carefully and consider their reply before responding. If the client’s suggested solution is fair, or even close to fair, accept it. If you think the client’s suggestion is unfair, ask for time to consider it rather than reacting immediately. This gives the client more time to reflect as well, and he or she might come to realize their request is unreasonable.