Dealing with Difficult Clients

Everybody works for somebody so everyone has "clients" they work for. Economic developers work for business prospects and representatives of geographic areas. Consultants like myself work for economic development organizations that represent geographic areas.

Ever had an especially difficult client? Everyone has. Here are some tips to bear in mind in dealing with clients that give you heartburn.

1. Don't take it personal.

There is one thing that many difficult clients have in common. They sometimes try to attack you on a personal level by instilling guilt or making you feel inadequate. Often it's subtle.

2. Don't overdo the “customer (client) is always right” concept.

You should always try to accommodate a client within reason, but do not allow that concept to go too far.

3. Realize it isn't always your problem.

Sometimes people just have a bad day and are looking for someone to take it out on. If you listen to their ranting and raving, then respond kindly telling them you understand their frustration and you want to work with them to come to a resolution, you will often diffuse the anger and uncover the rational human being beneath it.

4. Don't fall for fear invoking bluffs.

I will take my business elsewhere. Heard that one? Sure you have. Often it's a subtle threat, but a threat no less. If you know you are right, stand your ground.

5. Be prepared to decide whether or not a client relationship is worth salvaging

You've heard it said that one happy customer tells one person about your business while an unhappy customer will tell 10 or more. Word of mouth can be the best or the worst exposure for your organization. This is the very basis of the “the customer is always right” concept. Of course it is best to salvage a customer relationship if you can, but again, do so within reason.

Just some points to keep in mind if you encounter an especially tough client.