In whatever career you venture in, you must meet difficult people. There are some that aren’t open to advice, some that just won’t stop complaining and others that will never be satisfied regardless of your efforts. However, since they are a part of your business, you must find a way to set a mutual ground. Below are 5 useful tips that will help you get over your difficult clients.
#1. Set the ground rules of the relationship
Most times, after the first meeting with your client, you can easily tell if they are difficult to work with, so you need to set rules from the onset for a good client-manager relationship. These rules go beyond the details that are in a contract. It includes details like the hours you are available to do business and the number of meetings it will take to complete the event. Again, get the client to sign off on this; that way if they go beyond the scope of the work, you can bill them for the extra hours.
#2. Change the conversation
If you feel like you are at the point where you are no longer willing to negotiate, bend or appease, it’s time to change the conversation because you are done talking about it and there’s nothing more to be said. Some clients just enjoy clinging on to one item and don’t want to let go. For instance when your client is having a hard time accepting the flowers you got simply say “Unfortunately there’s nothing more I can do about this matter but the table clothes are very nice”. This way his or her attention would be diverted.
#3. Be polite
When your client is being mean and difficult with you, one way to bring down the tension is to be polite with them. It’s hard for difficult clients to get angry with someone who refuses to return fire but is rather nice. So when next your client says something harsh to you simply reply politely. This brings down their emotions and gives you a better chance of reasoning with them.
Note: There should be a limit to what you can take. Being polite doesn’t mean allowing yourself to be taken advantage of. In cases of physical abuse or the like, it’s best to fire the client.
#4. Listen, listen and listen
While some clients will tell you upfront what they want and expect, others may be more cryptic or have no self-awareness as to how much aggravation they can cause. So from your initial meeting, listen to everything they have to say and listen actively. While they are talking, write down everything they are saying and occasionally repeat back to them the main points they said. After your meeting, give them a copy of your notes and insist on corrections or feedback before work starts. This way, you gain an understanding of exactly where you can anticipate difficulties, and you also have a record you can refer to later on to repeat to them exactly what they told you they wanted (in case your client is a last minute changer).
#5. Be firm
The last thing you want to do is to appear to your client as a pushover because some clients will take advantage of you. In as much as you want to please them, clients need to take you seriously. Remember you are in business and not playing games, and you need to be compensated for your work. Be kind but be firm as well. Clients will respect you more if you stand up to them.
With some patience and effort, most difficult client relationships can be saved. Remember to be professional at all times.