What should you do first when informed that your most important customer is upset?

When informed that your most important customer is upset, the first step should be to calm yourself. This approach allows you to manage your emotions and to think clearly and rationally in a potentially stressful situation. By taking a moment to collect your thoughts and reduce anxiety, you position yourself to engage effectively with the customer.

When dealing with an angry customer, being composed helps in actively listening and responding appropriately, which is essential for de-escalating the situation. A calm demeanor not only fosters trust but also sets a positive tone for the conversation, enabling you to provide solutions that address the customer’s concerns.

The other options may not lay the right foundation for resolving the situation effectively. For instance, finding another project leader might imply that you are passing the responsibility rather than addressing the customer's feelings. Telling the customer that now is not a good time would likely escalate their frustration. Although asking questions is a good strategy for understanding the issue, it may come across as impersonal or rushed if you haven't first composed yourself to engage empathically.