Last week, I shared insights gained in the process of collecting client feedback on behalf of one of my clients. That got me thinking: have you asked your clients for feedback lately?

I don’t mean sending your clients a survey about how the last project went. I mean crazy high-touch stuff like flying them to your next off-site and having them actually talk with you in real-time—panel-style or more informally—about your relationship. Or slightly less crazy but still high touch: having a conversation in real-time about your relationship.

Most of you know by now that I’m a debunk-er of conventional business wisdom, at least when it comes to managing relationships. My latest target: the advice we get to “follow their lead” (“they” being clients). When it comes to trust-building, this can be a really bad idea.

A colleague called to vent last week about her frustration with a client. Our discussion reminded me of a three-word phrase that I wish I remembered to use more often when I’m frustrated, annoyed, aggravated, etc.—in other words, when I’m triggered.

It’s been an unexpectedly challenging week, so I hope you don’t mind a reprise of a tip from November 2015—with a little extra added on. It’s funny with a poignant message about trust-building, which to me is a great combo.

Consider taking one minute and 23 seconds to (re)watch the skit called Honest Road Rage, produced by the sketch comedy troupe Collective Noun.

Have you ever had an awkward moment greeting a client, where the unspoken question for both of you was, “Should we hug?” While this question might seem silly (or even unprofessional) on the surface, don’t bail on me just yet. I think it actually gets to the heart of some important trust-related issues. Over the years I’ve discovered four simple guidelines that help me sort out the right answer.