Last week, we talked about how precious a client’s trust is to a business and how to avoid losing it. But what if something happens that puts you on shaky ground with your customer? Let’s assume we are not talking Enron here, but instead an honest mistake, a bad choice on your organization’s part or something that was out of your control. In other words, something that will happen to just about every business.

Now what?

Just like in personal relationships, trust can be rebuilt. It can be a slow, difficult and sometimes painful process. But it can be done. Here are some tips:

Do not share the blame. Rarely is a screw-up 100 percent your fault. Typically, the client also contributed to the situation. This is not the time to bring that up. Fix the situation first. When everything has calmed down, you can suggest reviewing the process to see where you might eliminate bumps on both sides.

Empathize. Nothing erodes trust faster than a lack of empathy. Let them know you’re as unhappy or concerned about the situation as they are. And then prove it with your actions.

Over-communicate. When people feel wronged, they want an explanation. They want to understand. Be patient with their inquiries, frustrations and need to know. Tell them slowly and often.

Reassure them. Once you’ve fixed the original problem, they are going to worry that itfs going to happen again. Be prepared on the next few projects to reassure them that everything is going well. Give them extra updates and be ready to tolerate them questioning you more than usual.

To think you won’t trip somewhere along the way is arrogant. Everyone makes mistakes. The only real question is — can you save the situation?

Drew McLellan is Top Dog at McLellan Marketing Group and the author of “99.3 Random Acts of Marketing.” He can be reached at Drew@MclellanMarketing.com.