If you have clients, then no doubt at some point you've had to deal with difficult clients. He's the one customer who needs more attention than the rest of your clients combined. He contacts you five times a day. Changes what he want halfway through the project. Isn't happy once he gets it. Sometimes even lies so he can get more from you than he paid for.
While these people are frustrating, it is vital to learn how to deal with difficult clients. They not only bring in money, but they help you improve your business-by preparing you to deal better with the next customer and by showing you where you can make improvements.
The first step to dealing with difficult clients is to plan ahead. Have an agreement-written is better than verbal-that covers the major problems the client is likely to have. Detail what is included, and outline what requests will require more money. Write down exact dates so the client doesn't need to contact you to ask. As you deal with more clients, you'll encounter more things you can add to agreements. These contracts will make difficult clients a bit more manageable.
Next, it's important to listen to and learn from difficult clients. It is easy to assume that the one person who is complaining is a crank or a perfectionist who simply doesn't understand your job. But that is the least useful way to look at them. Instead, try to remember that if one person is complaining, 10 more clients may be upset and just didn't tell you. Whether they intend it this way or not, try to take any criticism as constructive criticism. Figure out what you can learn from it, and make corresponding improvements. Solving a client's problems, even if he's difficult, may lead to recommendations of clients who aren't difficult. Also be aware that some difficult clients know they're hard to deal with and feel guilty about it. They just can't or won't change their behavior.
Finally, don't forget that it's OK to "fire" a client rather than hope that he fires you. Be willing to admit when the difficult client just doesn't fit your business. Just like an employee who can't be made happy, at some point the best solution is to let the client work with someone else.
When letting a client go, remain calm and rational. As clearly as you can, explain that you are unable to meet his needs. Try not to burn any bridges; again, even a difficult client can sometimes bring in other clients. In addition, make every effort to complete a client's work before ending the relationship, unless you are positive you can't perform the work to his liking. If you know of a colleague who would work well with this person, it's an excellent business practice to offer a referral.
If you are willing to learn from every encounter both by making yourself better and being more clear of what you expect from clients, you can easily deal with difficult clients. Eventually, they'll be far less common.
Want to keep a client's business? Then treat the client as you would like to be treated. |
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