How to deal with Difficult Clients by Dena Falken Esq.

HOW TO DEAL WITH DIFFICULT CLIENTS Dena Falken Esq. Difficult clients are a part of the cost of doing business. Most often, they’re difficult because they’re unhappy with the service you’ve provided. Sometimes, they could simply have a personality that clashes with your company values, or they have expectations that are way out of whack with reality, sometimes, they are simply a bit odd to add. Whether some aspect of your job management cycle doesn’t go according to plan or your client is just having a bad day, you must be prepared to manage angry, emotional, and frustrated clients. Often, difficult or even angry customers aren't expressing frustration with you. These emotions are tied to external situations and psychological stimuli. So, put your great communication skills to work, draw on your superpower of reading the situation and apply the following tips to manage difficult situations and save your customers for a long time. STAY CALM AND PORTRAY POSITIVITY Even if a client is screaming at you down the phone or making a scene in the office, you have to remain cool and collected. If you stoop to their level of hostility, you put your reputation on the line. You get your point across much clearer with a calm tone and stern demeanor. People will often mirror the emotional signals you emit. When you’re angry, you’ll often get an angry response out of someone but if you’re calm, you can often encourage them to be calm. LISTEN Often, a difficult client feels as though the process has run away with them, and they want to be heard. Simply taking the time to listen to their problems without getting defensive could be all that's needed to solve the issue. Make sure your client understands you’re focused on their problem, ask follow-up questions, repeat their statement back to them, and acknowledge that you’ve heard and understood. LET GO OF FEAR OF LOSING CLIENT Fear of negative outcomes drives many of our reactions. Commonly, fear makes us want to control things. If a customer is being difficult, we’re afraid to challenge them because we might risk the relationship. If they express displeasure with your timeline or pricing structure, we’re afraid because we might not be able to fix the situation. Let go of the idea that you need to fix everything, when sitting down, listen to understand and not immediately produce a solution. REPLY TO THEM AS EARLY AS POSSIBLE Do you know what doesn't help a difficult client? The passage of time. As soon as the client raises an issue, make it a priority to get it sorted out. When you do this, You validate the client. You’re not accepting the blame, but you’re establishing good communication from the start. GIVE THEM A SOLUTION Again, this isn't admitting you’re wrong, but finding a way to solve the problem for the client without losing your head in the process. If you’re wrong, admit it. Show the client you’ll make amendments and their project back on track. If the client is in the wrong. Then point to the relevant clauses in their contract or letter of agreement and explain that you’re happy to wipe the slate clean, but with a careful outline that they can expect. Dena Falken Esq.