Have you ever had a nightmare client? If you own a company and service the public, we all know the answer to that question is a resounding YES! If not, then you are doing something wrong. The real question, though, is what do you do when you have a nightmare client? Here are 10 ways to manage a difficult client and have a positive outcome 99% of the time. 

Contracts.

From sales to services, you should have everything recorded. All transactions should start with a detailed written expectation of the products, services, returns, repairs, etc. EVERYTHING needs to be documented. This step will assist in conflicts over any expectations. 

One difficult client of ours demanded that we fix multiple items around the areas of construction. The problem was that none of these things had anything to do with what we were building; items that were already broken or deteriorating long before we even arrived. Thank goodness we had a solid contract, as well as before photos, that documented exactly what our project consisted of, otherwise we would have been spending hours of labor time and material money to fix items that we never broke or were a part of our project agreement. 

With that said, make sure you have a solid understanding of your service and /or product, so that you can convey that information to your clients. Make sure you take before, during and after photos as well. As they say, a picture (and contract) is worth a thousand words.

Keep calm 

Managing your emotions is beyond vital to ‘de-escalate’ a situation: not just with clients, but with all interactions. A disgruntled client is normally extremely emotional, and the way you respond or React will make or break the situation. 

We have had clients yell, call names, demand a response, cry, and even throw things when they were upset and/or confused with what was happening at that moment. 

You have to remember that they are reacting to the situation and not necessarily you as the contractor or salesperson. Yet, if you respond with the same negative, emotional and aggressive manner you will only escalate the situation. So, take a breath and remain calm.

Listen

We hear so much throughout our day from news reports to a complaining youngster, but what are we listening to? There is a HUGE line between hearing and listening. When you listen, you are focused on being present at that moment and taking in what is being said to you. If you feel that hearing and listening are one and the same, you are the problem and you are missing information that could resolve the situation with little to no effort. 

How do we ‘listen’, you ask? For starters, put your phone away. A cell phone can be a tool or a burden. If your phone is going off while you are conversing with a client, it is a distraction: not only to you, but to the person you need to be listening to. 

Also, focus on their emotions, their words, what they are physically pointing out and their specific complaint. A.K.A. Be Present. You can take notes on the bullet points of the issue. Taking notes shows that you are taking the client seriously. Whether you are taking them in person or letting them know that you are taking notes while chatting on the phone. 

Repeat back the specific items that you feel are the root of the problem. A statement of “Just to clarify” and going back over the specifics of the concerns, helps the client to calm themselves. When a person feels that their voice is being heard, in most cases the emotions calm enough for everyone to rationally discuss the situation and come up with a game plan. 

As the old saying goes, your ears are higher on your head than your mouth because you are supposed to listen first before you speak. 

Never Judge

It is said that “we should not judge, it is not our place”; Words to live by, I would say. 

When a client has an issue with a job, a product or even you, they have a reason. It is not our place to decide what that reason is, but to help them work through it so that they can be heard, and the situation can be managed. 

Using statements like “they are just crazy”, “they have no idea what they are talking about”, “yeah, yeah whatever dude/lady” is a judgment statement. These words or thoughts place us on a lower level than a professional should be. Being ‘judgy’ is not a flattering look, especially in the business/service world. 

Be An Adult

Yelling, stomping your foot, making rude statements or facial expressions and name-calling are childish and have no place in the professional world. Even if your client is behaving in this manner, you must restrain from mimicking them.

Don’t smile, unless it is during the resolution part of the conversation; otherwise, you look to be mocking or insulting the client and their concerns.

Don’t respond sarcastically or in a mocking tone, you will only add fuel to the fire.

Keep from rolling your eyes, play on your phone or make any physical motions that dismiss the client.

Be the grown up that you are expected to be, a professional, or your business and your reputation will suffer for it.

Don’t Demand

Demanding a client or customer to do what you want or to allow you to do things your way is very unprofessional. Now, don’t get me wrong, there are times when you have to remain firm on your position and to keep the discussion on point to the facts. Yet, when you demand a client, who is paying for your time and skills or product, that it is your way or the highway, will ultimately lead you down a road that many other failed businesses have traveled. 

Be willing to work with the client, as long as the resolution does not cross any lines within the contract or legally there is no reason it has to be one way or the other.  

Keep Proper Distance

Even when the conversion isn’t at the point of escalation, you should keep a professional distance from the client: otherwise, respect their bubble and yours. 

In worst case scenarios, you need to keep space between you and them for your safety. There have been many situations where a professional and a client have come to blows and someone was hurt or, worse, even killed. Keeping yourself just beyond arm's length will help you to avoid physical interactions, if it were to come to that. Whether it is for professional reasons, safety reasons or a bit of both, keep a respectable distance of 2–3 feet minimum between you and them.

Debrief

Take time to talk with someone you trust after the encounter. Allowing situations to stir within you can cause it to re-escalate even though it has been resolved. 

Document

Not only do you need to take the time to talk through your own emotions in a safe environment, but you also need to document what the concerns were, the main points of the conversation and what the resolution was. 

Many times, I will email the client a reiterated version of the concerns and the resolutions agreed upon, simply so they have a clear understanding of what was discussed. This practice also gives them a safe way of communication with you.

Also, as I stated earlier, documentation is everything, so emails allow for this to happen with minimal effort. 

Follow Through

Finally, do what you agreed to do. It really is quite simple to turn a disgruntled client into a positive testimony by just doing what you said you were going to do. 

Many ways to de-escalate situations include the key aspect of listening and setting boundaries. Remember, the customer is NOT always right; in most cases they just want their concerns validated and heard. Sometimes, the situation does takes additional steps to resolve, simply put that there is no way to make everyone 100% happy, but you sure can try.

Difficult clients are emotionally based, and emotionally based people are very hard to work with. The only way to assure the highest success rate is to not become an emotionally based professional. 

About the Author

KC Cherry

Construction Admin/CEO/Co-Owner

Writer, Novelist