Clients From Hell and How to Deal with Them

When it comes to clients I always advice to choose working with what I call “Ideal Clients”.

But no matter how hard you will try to select only those that would be your Ideal Clients, you would probably have some that would turn out to be what I call “Flops”.

Those are those clients that always complain, those that nothing is good for them, those that demand that you go all the way, while they don’t stand up for their part of the agreement.

You know what I’m talking about? So the question is always how can you deal with difficult clients?

Because the truth is that if you will be able to turn one of those clients into a satisfied client you’ll have the best testimonial and advocator you could ever imagine.

So here are 10 ways to deal with those difficult clients:

1)     Listen to your client.  Really and truly hear what they have to say and filter it through your own viewpoint.  Ask them to explain anything you don’t understand.  If there is a language barrier, enlist help to get the problem spelled out. “I don’t like this sweater” can mean many things – it doesn’t fit, the color isn’t right, it has a hole in it, it is made from a scratchy fiber, etc. By listening, you can discover what the underlying concern is, and address it correctly.

2)     Take a look at things from their perspective.  Maybe they have had a terrible day or are dealing with life issues.  It could be that they have a genuine problem with the way you have handled their project.  Trying to see their side of the story may give you some insight, and help you deal with difficult clients.

3)     Be honest and clear.  If the client is bullying you, don’t back down from a correct position, but stand your ground in a cool and polite way.  But make sure that you are in the right or have stated the truth.

4)     Try not to take it personally, even if it is personal.  Most times the difficulties that clients have are not about you.  It might be that you are just triggering for them something from their own past. It has NOTHING to do with YOU. Maintain your distance, and let them have issue with the business, not you personally.  In time, their attitude will be a distant memory.

5)     Own up to mistakes, even if it hurts.  If you realize that mistakes have taken place make sure to find ways to correct them, even if you were not the one that made the mistake. This will solve the situation quicker than you think when you deal with difficult clients.

6)     Get to the real problem.  Forget the small complaints and search out the root of their difficulty.  Dealing with the real stuff will be more efficient than trying to put out plenty of unimportant and insignificant issues.

7)     Avoid confrontation whenever possible.  Even if the client is completely in the wrong, your business will suffer from a confrontation.  People will witness it or it will be recorded (such as in emails).  Your employees, suppliers and potential clients may lose respect for you.  The satisfaction of a battle of words will not be worth it in the end when you deal with difficult clients.

8)     Keep accurate records of the transaction.  If the client is difficult from the beginning, keeping records is a smart idea. Creating backup to counter their negative claims and keeping yourself accountable are all results of recording the transaction.

9)     Ask them – “what do you suggest?”.  Best way to disarm an angry client is by asking them “What do you suggest?” or “How can I solve it for you?” This does not mean that you need to agree to everything they suggest, it just shows that you are listening to them and looking for a solution. Be prepared with your solution and offer them something reasonable first.  Be prepared to negotiate.  But offering the olive branch first is a good position to be in.

10)   Know when to give up. Some people simply can’t be satisfied—either they crave attention or love conflict. Make sure that you have resolved what you can before you end the business relationship, but move on when you need to.  It may be that you need to cut ties before the project is completed.  If that’s the case, do as much damage control as you can and carry on.

Inevitably you will encounter and have to deal with difficult clients. Using these steps could turn them to your best supporter.

Now I’m curious…

What ways have you found to deal with difficult clients?

Share with us in, the comment box below, your tips, experience and ideas of how to deal with difficult clients ? 

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Have a magical week! Vered