Dealing with difficult clients is a lot like dealing with an in-law you don’t like. They drive you crazy, but you know you have to be nice to them. When they do call, it’s always at the most inconvenient times. You then feel you can’t get off of the phone fast enough because they usually go on forever. They also both seem to take great pleasure in making your life hard. A week ago I had to deal with one very difficult client, who really offended me, but then I had to take it in my stride because a client is a king or queen depending on the gender. Sometimes we think isn’t this what owning a business is all about? Creating your own business to have greater freedom and add more quality to your life. Why let a client take that freedom away and diminish the quality of your professional life? As a business owner, you are in the business of managing the expectations of your clients. You do this by determining the rules of engagement early on. Remember you teach the customer how to treat you. You also don’t work for them. You are there to work with them provided they understand and honour these boundaries. You should give a patient hearing to what your client has to say. Gently, without showing any signs of irritation, ask the client questions to find out what exactly is bothering them. When the client bursts out, do not lose your calm and interrupt him/her. As long as he is not abusive, listen patiently to what the client’s complaints are all about. In order to deal with such difficult clients, maintain records of your dealings with them and measures you have taken to deal with their problems. Try to look at things from the perspective of the client, however unreasonable and irrational they might seem. Who knows that the irritating, pestering calls you get from them may well be the manifestation of some stress on their part and have nothing to do with your action at all. While trying to deal with such problematic clients, try to avoid getting into arguments as much as possible. Your objective is to reach an understanding, not to win a battle over your client. So, it will be much more sensible to acknowledge his/her viewpoints as well. Also always try to encourage such a client while dealing with him/her. People often tend to turn hostile when they feel frustrated or confused. A very important factor you must keep in mind is staying calm. If you feel you are not in control of your temper when you are trying to deal with a difficult client, you may wish to terminate the call or meeting until you let the heat out of your system. It is highly unlikely that you will successfully turn the difficult client into a darling, but you can surely improve matters by identifying one or two of his most atrocious behaviours and making sincere attempts to change them, there will be times when, in spite of all your troubles, you will feel reluctant to end your dealings with such clients. The reluctance may be due to the amounts of money you’re earning, or the client’s prestige, on such occasion you just have to tough it out. All said and done, some clients are simply not worth the trouble. If things take such a turn that you have to choose between your mental health and your difficult client, it shouldn’t even be a question. You will certainly gain some peace and happiness; never mind losing some money in the process. Also stay away from any client who tries to involve you in illegal or unethical schemes. It is always easier to not start a relationship at all than to terminate an ongoing one. Watch out for warning signs such as potential conflicts of interest or involvement as a precautionary measure. Ends
