13 Tips From The Experts On How To Deal With A Difficult Client

When it comes to owning a business having to deal with difficult customers, unfortunately, comes with the territory. Whether you are a mom-and-pop store or a large corporation, we all come across a few clients who make you cringe every time you see them. Some clients might not understand that what you provide is out of their price range, or they come in with expectations that you will never be able to achieve.

Bill Gates once said, "Your most unhappy customers are your greatest source of learning." When faced with a difficult client, knowing how to handle the situation can be hard. Our client review experts at PeerDive have put together this fantastic guide on everything you need to know to deal with difficult clients.

How Do I Identify A Difficult Client

It is no secret that difficult clients come with a considerable cost to businesses. Difficult clients are likelier not to pay their bills on time, dispute their invoices, drain your staff of time and resources, and more. Not to mention problematic clients can contribute to your staff's happiness at work.

If you can identify who will be a difficult client from the start then it will save you more of a headache later on. Our rule at PeerDive is to follow the 80:20 rule. This means that 80% of consequences come from 20% of our causes or decisions. The 80:20 rule will help you stop trying to please everyone and only focus on clients that will yield you the highest and best overall results. In other words, the more focused the inputs, the better the outputs.

If difficult clients don't generate a majority of your revenues, you need to start diverting your resources to those that do.

When Does It Make Sense To Fire A Customer/Client

As a business owner, you work hard to build strong relationships with those who support your vision and goals. When faced with a difficult client, you may face the challenge of having to fire a client at some point. Although this might be a challenging decision, it works out to be a better decision in the long run.

You will know it is time to fire a client when:

The client is physically or mentally abusive
Continually is dishonest
Makes unreasonable demands
Consistently rude to your staff or other customers
Slow to pay and or does not pay at all
Consistently nitpicks or disputes your invoices
Files an unnecessary chargeback
Keep changing their mind
Continually compares you to the competition
Insults your product/services
Creates legal challenges
& More

Strategies To Deal With Difficult Clients:

Tip #1) Point Out The Issue

If you sense that something is off, don't be afraid to address it immediately. The best way to handle the situation is to state what you notice: "I noticed we seem to be having trouble with," we seemed not to be aligned on," etc. Stating what you think the issue is opens the door to having an open conversation with the other party. The goal is to learn what seems to be bothering them and how you can work together to solve the issue.

Tip #2) Acknowledge Their Complaints

Acknowledging your client's complaints shows them that you are willing to try and fix the issue they are facing. Our best piece of advice is to restate to them the issue in your own words so that you are both on the same page. If you can acknowledge their position and get them to shift to a resolution, you may be able to shift them away from a long-winded rant. The overall goal is to work with your client to come up with a solution in which both parties are satisfied with the outcome.

Tip #3) Do Not Argue Back With Them

Even if a client is screaming at you right in your face, you must remain cool and collected. If you stoop down to their level, you leave your and your business reputation on the line. This includes arguing back at clients online, either on social media, comment section, replying to a review, and more. A reminder that other future potential clients can see what you respond, and you do not want them to get the wrong first impression.

Tip #4) Deliver A Prompt Reply Back

When a client brings an issue to your attention, it is important to solve it in a timely manner. Nothing is worse than having a client sit on an issue that is bothering them. As soon as an issue is raised, make it a priority to hear them out and see if you can come to a resolution.

You are not accepting blame but are instead opening up a line of good direct communication from the start.

An example reply could be as follows:

Hi (Client Name),

Thank you for your email letting me know your concerns (restate the issue here). It is very important to us that we help figure this out right away. I think that there might be some misunderstanding about what happened.

Are you available today for a quick call so we can clear things up? Let me know your earliest availability?

Thank you,

(Name)

Tip #5) Offer a fair solution

It is not about admitting who is right and wrong but finding that middle ground so that both parties are left happy about the outcome of the situation.

If you are in the wrong, it is best to admit it out front to the client. This will show them that you are willing to make amends and get back on track. On the other hand, if the client is in the wrong, in a very polite way, point out the cause of concern. In this scenario, it is best to offer an immediate solution on what they can do to help work through the problem with your help.

No one wants to feel like they are entirely at fault. However, in the end, pointing the blame at one party never leads to a satisfactory outcome.

Tip #6) Set Boundaries

Do you have a client always calling you on a Sunday night, telling you their whole world is crashing down? It is important to set boundaries when dealing with difficult clients. These can include when you start meetings, don't take work phone calls, etc.

It will show your clients that you respect them and deserve the same amount of respect in return. Once you have established these boundaries, it is important to put them in writing if you ever need to reference them at a later point in time.

Tip #7) Try To Communicate Everything In Writing

It is best to keep a written record of your communication with your client to avoid any miscommunications in the future. Then, if the same issue continues to persist at a later point in time, you can always reference back to your past strand of communication.

If you have a phone or video call, you can email them a summary of what was discussed during the conversation so both parties can always refer back at a future point in time.

Tip #8) Ask For Specifics

There are times when difficult clients may not even know themselves what the issue is. Even those with legitimate concerns might continue on a rant instead of getting to the root cause. If your client starts making generalizations during the conversation, then your best bet is to ask them to be more specific on what they think the issue at hand is.

Consider asking them a specific example of what they did not like about your product/service and what you can do to fix it? Specifics might be your best bet to turning those difficult clients into some of your best ones.

Tip #9) Don’t Say Yes To Fixing Every Issue

Saying yes to every extra feature, deadline, and demand creates an unrealistic expectation to the client that you can always meet what they are asking you to do. However, if you keep agreeing to all of their demands, they will assume this is the norm when they do business with you. Start by offering them a realistic example of what you can accomplish based on what they ask.

Tip #10) Don’t Compromise Your Believes

If a difficult client asks you to do something against your values, it is important to go with your gut and move on to clients who align with what you stand for. You and your business integrity are worth more than what that client could pay you in the long run.

Tip #11) Raise Your Prices

The truth is that most businesses' difficult clients tend to be those with payment issues. They might be trying to get your product and or services for a lower price or get you to do more work for free.

Increasing your prices may remove these clients and allow you to spend your time focusing on those who will better your business.

Tip #12) Lead With Curiosity

Approach the situation with genuine concern. Seek first to understand where the client is coming from. Then, make sure to acknowledge their concerns and validate them. Finally, you want to let them know that you are doing everything you can to try and fix the issue.

Resist the urge to defend at all costs. Most people want to feel like you listened to and understood them. If you lead by arguing with them, it will only worsen the situation. Instead, provide an opportunity for your clients to vent without the fear of being interrupted.

Tip #13) Let Them Go

As the age-old saying goes, fire quickly and hire slowly. Don'tDon't devalue yourself by working with the wrong clients who suck your time and energy. Instead, focus on those who will help you realize the vision for your business.

About PeerDive:

Peer Dive is a popular online directory created exclusively for businesses to leave and view reviews on individuals before offering their products and or services. Peer Dive was created to help local businesses and their communities make the most informed decision on who they want to do business with.