When you have a client that is upset and/or emotional, this is an opportunity to connect at a much deeper level, and possibly create a very memorable impression. This includes when we may have made a mistake, miscommunication has occurred, or perhaps we cannot deliver something we promised on time. Obviously we do not want to make a habit of it, but problems can also represent important opportunities if we can rise to the occasion and solve them. The key in such cases is clarity, communication and an obvious show of concern, focus and action. When emotions are running high, the pros separate themselves from the pack.