Working with clients, or customers, can be difficult at times. Saying the right thing, maintaining the relationship, making them feel heard…it can be a lot to manage. Let’s review some ways to manage those difficult clients when they come around.
• Stay Calm and Professional: Maintain a calm demeanor and professional tone, even if the client is upset.
• Listen Actively: Acknowledge their concerns and repeat back what they’ve said.
• Empathize: Show empathy by understanding their frustration and validating their feelings.
• Set Clear Boundaries: Clearly communicate what is and isn’t possible within the given constraints.
• Stay Positive: Maintain a positive attitude, even in challenging situations, to help de-escalate tension.
• Offer Solutions: Focus on finding a solution rather than dwelling on the problem.
• Follow Up: After resolving an issue, follow up with the client to ensure they are satisfied with the outcome.
• Document Everything: Keep detailed records of all interactions and agreements to avoid misunderstandings.
• When all else fails: Escalate it.
Would you like to learn more about this topic? Reach out to use to find out how we can lead a session for you and your team.
