Don't Let Your Energy Be Siphoned Off: 4 Tips for Dealing with Difficult Clients

2024 Author: Malcolm Clapton | [email protected]. Last modified: 2023-12-17 03:44

When is it worth making every effort, and when is it just to break off the relationship.

If you have been running your business long enough, then you have probably met a client who is always unhappy, no matter what you do for him. Such people make exorbitant demands, do not respect your time, and act as if you owe them something. In this case, you can act in two ways: try to solve the client's problem or refuse to cooperate with him. Business consultant Jason Aten explained how to make these tough choices and prevent misunderstandings.

1. Distinguish between problem clients and clients with a problem

How to react depends on this. Most of the clients are normal people. They do not dream of taking you to the grave. It's just that for some reason you didn't live up to their expectations or they are going through a difficult situation at the moment. Most likely, it is in your power to meet them halfway so that they are satisfied with the cooperation.

But it is impossible to satisfy a problem client. Whatever heroic efforts you make, he will find something to complain about. For example, he may act as if he knows your field better than you, and say that you are doing everything wrong. Or declare that he has modest requests, while requiring a million improvements and complex custom solutions. Or call your office and criticize your employees on social networks for minor flaws. Most likely, the person just has such a character and you will not change anything.

2. Help form the right expectations

Ideally, this should be done at the first contact with the client. If, after talking with you, he does not understand everything, he will think out himself, relying on assumptions and his own understanding of the matter.

Don't wait for the client to say, "I thought it would be ready today." From the very beginning, clearly explain how the work process is structured, what the customer can expect from you and by what time. Tell us how to contact you if he has additional questions. Then there will be no mutual dissatisfaction afterwards.

3. Make an extra effort if the client is in a difficult situation

It also happens that you did everything right, but the person is still unhappy. And it's not about you, but about the difficult life situation of the client. At the same time, you usually want to shift the blame on himself and do nothing else. This is not the best idea. Better think about what needs to be done to make the client happy.

Usually the solution is simpler than meets the eye. First, try to sincerely apologize for the misunderstanding and offer to fix something. This already means a lot.

Then focus on how to help the client. During the complaint, he did not expect you to do your best for him personally. If you really do something useful, you can earn his trust for life. This approach is more beneficial to the business than abandoning the client because it is “difficult”.

4. Get rid of clients who drain energy from you

If you realize that you are faced with a problematic customer, stop cooperation. Do not tolerate his antics and do not let the life juice drain from you. Many people put off drastic measures for a long time, hoping to change the client's attitude. Or they are afraid of how he will react when they stop cuddling him. But no reaction can be worse than the way he is poisoning your life now.

If you see that nothing can be done to satisfy the client, do not waste time on him. As soon as you fulfill all the previous obligations, stop cooperating. Do it quickly and professionally without going into insults.