Difficult clients. Difficult customers. Every business has them. It’s one thing to have to interact with a difficult person, but when that difficult person is someone to whom you are trying to provide a service, it becomes even more challenging. There are many different types of difficult clients. Some are extremely time-consuming and high-maintenance; some are excessively argumentative; and some are so difficult that they defy categorization. No matter what type of difficult client you have, here are some handy tips you can use to help deal with them.

1. Identify difficult clients. One of the most important skills for dealing with difficult clients is identifying them. Being able to target these clients often comes with experience in the industry but, with proper training, even a new employee can spot a difficult client when one appears. Identifying problem clients is crucial because it allows the business to tailor its expectations of the client, and to minimize the conflict that will come from interactions with the client.

2. Manage the client’s expectations from day one. When you have a high-maintenance client, one of the best ways to prevent future conflict is to manage his or her expectations. At your very first meeting with the client, you should ask about what he or she expects of your business or your service. Set clear guidelines of what you are able to do for the client, and politely correct any erroneous assumptions he or she has made. One good example for this strategy is a lawyer-client relationship. Often, clients will have inflated expectations about settlement amounts and time frames. It is important for the lawyer to explain what the client can realistically expect in his or her case, and take the time to explain why this is so. Often, difficult clients don’t understand that they are being unreasonable. Taking the opportunity to explain the process at the outset can go a long way.

3. Always be clear and honest. This strategy is a continuation of managing the expectations of the client. In every communication with a problem client, honesty is the best policy. Avoiding confrontation will only worsen the conflict. Are you in the office that day, but don’t have time to speak with the client? Be honest. Having a problem client catch you in even a white lie will create conflict. Is the client being unrealistic in his or her goals for your service? Be honest. Hearing the truth may shock or upset the client at first, but it is a far better outcome than reaching the end of your relationship and having a disgruntled customer.

4. Stay calm and call for backup if you need it. Don’t take it personally. No matter how much a client may get under your skin, you need to remain professional and calm at all times. See every interaction with a problem client as an opportunity to convert the client into a loyal customer. In addition, remember that you don’t have to do this alone. Keep your staff informed about the difficult client and have a team strategy for dealing with the client. If things get out of hand, or you are having difficulty remaining calm, call on your employees or coworkers to help keep you on track.

If your company has been struggling in its interaction with difficult clients, Stitt Feld Handy Group can help. We offer comprehensive training for employees and business owners to help them develop strategies for dealing with difficult clients.

To learn conflict resolution skills that you can use at work and in your personal life, please visit our Alternative Dispute Resolution Workshop page to learn more about upcoming in-person and instructor-led online sessions.

To improve your negotiation skills and get the results you want while negotiating, please visit our Become a Powerful Negotiator Workshop page to learn more about upcoming in-person and instructor-led online sessions.

To gain skills to handle difficult conversations and difficult people with confidence, please visit our Dealing With Difficult People Workshop page to learn more about upcoming in-person and instructor-led online sessions.