Making better business decisions is crucial for running a company, but you can still make a mistake with dire consequences. One of these issues is working with difficult clients. It can be a double-edged sword since you want the business but struggle to meet the client’s demands that seem to change on a whim. It’s easy to become frustrated, but letting your emotions take over helps no one. Instead, you need to learn how to work with difficult clients effectively.
Remain Calm
It is tricky to remain calm when someone berates you, especially if you don’t think you’ve done anything wrong. However, challenging clients can be hard to please no matter what, so you need to separate yourself from what they are saying. Do not take it personally, as the client may simply be venting frustrations and looking for someone to take it out on. You may want to argue, but this can make things worse if you are not careful.
Listen to Their Concerns
While remaining calm, you should also empathize and listen to the client’s concerns. Instead of immediately jumping to the defensive, this approach enables you to hear what they are saying. It could be a simple misunderstanding, and if that’s the case, you can explain your side when you can. However, a difficult client is unlikely to care, but at least you can provide context and understand why they are so upset. If you made a mistake, own up to it but if not, consider taking other steps.
Offer Solutions
One of these other steps is offering solutions. The solution typically depends on how bad the issue is. If the client is unhappy with a service but will still use it, offer a discount. Professionals in the creative industry often offer a revision free of charge that allows them to fix any mistakes, so consider this if that matches your career.
Inform Them What Steps You Need to Take
If your client continues to be aggressive, you may need to take further action if you have tried all other solutions. Their behavior could be threatening, which puts you and your staff at risk, so you can tell them you will call the police and have them removed if they continue.
However, your client may not be aggressive. You might struggle to get hold of them for payment or other issues. In this case, you can explain other measures, such as debt collection, to take the money you’re owed.
Cease Your Professional Relationship
Businesses often don’t want to remove any clients, but terrible clients make this the only solution. Choosing to drop the client takes sensitivity and you need to make sure you explain it clearly and respectfully even if you don’t think they deserve your respect. Be firm and concise. Explain why you are no longer working with them. If you want to go further, block their number and email.
Summing Up
Every business will encounter a challenging client. Knowing how to deal with them and find a solution can increase success and reputation. However, you shouldn’t bend over backward for every demand. If the client is too demanding and aggressive, you are within your right to cut contact entirely.
Image Credits: Austin Distel
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