Dealing with Difficult Clients

Have you ever worked with a nightmare client?

You don’t know if this client hated your company in general, or simply hated you in particular, but it seemed as if you couldn’t do anything right. You dread getting telephone calls from this guy. When his name would pop up on your caller ID, you sometimes feel like throwing up before picking up the phone. Meetings are even worse. You’ll lie awake the night before trying to figure out a way to avoid them. He is absolutely unforgiving! He wants the problem fixed tomorrow and without a miracle, this is not possible. And if you fail to deliver, he will be coming after you again the following day, pitchfork in hand. At times he looks at you with disgust, picks up the phone and start calling your boss and screaming at her.

Even though you may not have an entirely happy client or an entirely happy group of colleagues either, you have got to explore some options and negotiate a solution without the client feeling a need to go over your head to your boss, and without your colleagues thinking you had sold them down the brook either.

If you find yourself in a similar situation, here are some tips you may want to keep in mind for managing your clients successfully — especially those from hell.

1.  Avoid saying it can’t be done

Don’t build a reputation of a roadblock to progress. Your main job is to build bridges, not speed bumps. And, “it can’t be done” is a speed bump. So, even when a client makes a seemingly unreasonable request – let’s say: about an impossible-to-meet deadline— jumping quickly to “it can’t be done” is not the answer.

Instead of giving a flat NO, negotiate your way to a YES.  For example, as an HR staff, if faced with a boss’ request for an unreasonable pay increase for one of their staff, say:  “Here’s what we can do.  We can give Tayo a within guidelines pay increase now, and then review her performance again in 6 months and make another pay adjustment then, if it’s warranted. Will that meet your need?”  Providing clients with options and choices is a lot better than firing off quick “it can’t be done”.

2.  Try to say more YES’s to your clients.

You want to be a superstar?   Find a way to say yes more often.  Then watch how much your clients start raving about you.  To be clear, that doesn’t mean you say yes to things that are immoral, illegal or violations of the company’s code of conduct.   Instead, it means you pick your battles, and say yes right away to as many things as you can and don’t sweat the small issues.

3.  Accept that difficult clients are good for your career.

Tough clients want professionals who can partner with them and help them deliver results for their organizations.    But make no mistake about it, they are demanding and sometimes won’t hesitate to occasionally scream at you …but in the process will also grow you, stretch you, challenge you, inspire you, nurture you and will sometimes give you tough love along the way.  And that’s what you need to maximize your potentials.

4. Start your exit strategy if your Client is truly from hell

There’s a difference between demanding clients and clients from hell. 95% of your clients are tremendous, often tough…but don’t have horns or carry a pitchfork.  However, when you encounter that other 5% from down below, you will want to pull the plug on this assignment as soon as possible. Your options: Transfer. Post for a new job. Have a candid discussion with your boss about another client or assignment. Drop the client or organization. Or offer to job swap with some other unsuspecting colleague (am just jokey!).

Either way, whatever you do, don’t fall in the trap of trying to fix this person. Previous researches have revealed that trying to change your client is a waste of time – especially if they have been around awhile and their behaviour has been tolerated. So stop wishing he or she will change and put your own needs first.

If your exit from this role is going to take some time, don’t be vindictive. Be patient and buy your time. Continue to give this tug the same responsive, professional, value-added support that you always have. However, don’t plan to stay in this role for too long because this may start to take its toll on your professional reputation, personal self-esteem and mental sanity. In tough times with downsizing still occurring in many organizations, you never can tell how much weight this madman’s perceptions will be given in HR layoff decisions.

Life’s too short.  Avoid toxic clients at all costs.  You deserve better.

5.   Agree that even with great Clients, every day is not sunshine.

No matter how great you are, there will always be dark days with your client.   Don’t take this personally.  Accept this reality and focus on moving forward and concentrating on giving your best shot at every opportunity. Make a personal commitment to always over-deliver.

Some of what will happen to you may not be fair.  Some of it may be frustrating. The injustice of it all will sting.  To become reactive during these few occasions will only label you as someone with a thin skin and not ready for prime time in your field.

In these situations, your best strategy is to just take your bad medicine, swallow it and keep putting one foot in front of the other…and focus on making tomorrow a better day.

You will reach your zenith!