How to Deal With Difficult Clients

Tips for Project Managers, Account Managers and Business Owners

Oct 14, 2009

Dealing with difficult clients is a necessary evil in business. But navigating landmines can go a long way in developing relationships and building success.

Be professional with difficult people. There will always be difficult people who want a product or service for next to nothing. People who think they know everything, including how easy it is to do other people's jobs. The biggest mistake is to play to their level. Remember the saying, “Never wrestle with a pig. You’ll get muddy and the pig likes it.” By taking the high road, keep above the fray.

Learn to be a Better Business Negotiator

Understand where the difficultness comes from. Sometimes people have bad days. The big deal falls through. Their dog dies. They don’t feel well. No one is always at their best, right? Try and make allowances for this and give people second chances. For the chronically difficult ones—the ones who exhibit nasty behavior on their second, third, fourth and tenth chance—recognize this as a fundamental insecurity, unhappiness, anger or bitterness.

Give Difficult Customers' Egos a Boost

Sometimes egos need to be boosted. When customers and prospects try and show off with how much they know, flattery can be an appropriate response- without going over the top. Something like, “Those are some excellent points based on sound experience..."

If agreement isn't possible, acknowledge their objections and explain why a difference of opinion is warranted. Sometimes difficult clients need to feel important and adding a dose of healthy humility can go a long way and help build strong customer relationships.

Know When to Say When to Difficult Clients

Know when to cut losses. It's a last course of action, but there are some clients who just can't be managed. They make life so difficult and provide so little return for the effort. No one wants to see money walk out the door, but if the headache and expense add up to more than it's worth, it's better to walk away from the deal.

But don't make this decision when aggravated at the client. Make it after taking some time to digest the situation. And consider seeking council from trusted advisors.

Self EvaluateNo one is perfect and everyone can make improvements every day. To grow personally and professionally, take self improvement very seriously. Socrates said, “A day without learning is a day without living.” Take that to heart.

The copyright of the article How to Deal With Difficult Clients in Customer Relations is owned by Becky Sheetz-Runkle. Permission to republish How to Deal With Difficult Clients in print or online must be granted by the author in writing.