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How to Deal With Difficult Clients??

jasmine19`
(@jasmine19`)
Eminent Member

Hello Friends

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.
1)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.
2)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.
3)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.

Have a nice day

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Topic starter Posted : 24/02/2010 7:10 am
andrew16
(@andrew16)
Eminent Member

Re: How to Deal With Difficult Clients??

Difficult clients are a reality that you just cannot wish away. You will get irritated when they call, and you would probably rather be sitting with your mother-in-law than meeting with them, but in most cases, you will have to put up with them unless you can afford to just discard them. So, it is better to learn to deal with such clients and move on with your business.

You should give a patient hearing to what your client has to say. Gently, without showing any signs of irritation, ask him questions to find out what exactly is bothering the client. When the client bursts out, do not lose your calm and interrupt him/her. As long as he is not abusive, listen patiently to what the client’s complaints are all about.

In order to deal with such difficult clients, maintain records of your dealings with them and measures you have taken to deal with their problems. Try to look at things from the perspective of the client, however unreasonable and irrational they might seem. Who knows that the irritating, pestering calls you get from them may well be the manifestation of some stress on their part and have nothing to do with your action at all.

While trying to deal with such problem clients, try to avoid getting into arguments as much as possible. Your objective is to reach an understanding, not to win a battle over you’re your client. So, it will be much more sensible to acknowledge his/her viewpoints as well.

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Posted : 27/02/2010 7:52 am
blacksoft
(@blacksoft)
Active Member

Re: How to Deal With Difficult Clients??

apply all possible management technique , really it is difficult to deal with Difficult client , those who can deal as well as agree to him , it wud be successful management .
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Posted : 03/03/2010 4:40 pm
jackieliu1982
(@jackieliu1982)
New Member

Re: How to Deal With Difficult Clients??

I think this is a problem everyone has to face,As a sale,we have to be patient to give the best service and attitude.To find the real problem,and try to solve them,and then have a lesson so to avoid these problems,and improve ourselves.

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Posted : 04/03/2010 2:09 am
hansh
(@hansh)
Eminent Member

Re: How to Deal With Difficult Clients??

1. Listen carefully to a client's criticism. By asking calm questions, see whether you can discern the main thing that is bothering the client.
2. Don't interrupt immediately. Unless the client is abusive, it pays to hear what they're saying in full. If someone is abusive, politely ask them to tone down his or her language.
3. Keep records of your dealings with difficult clients and steps you have taken to deal with their concerns.
4. Try to see things from the client's point of view, no matter how unreasonable or how irrational he or she seems. What seem to you to be nagging, repetitive phone calls may simply be an expression of the customer feeling stressed for reasons that have nothing to do with the work you're doing.
5. Avoid arguments. Your goal is to come to an understanding, not to win a confrontation. Acknowledge different viewpoints.
6. Be encouraging. Often people become hostile when they feel frustrated or confused.
7. Stay calm. If you can't stay calm, terminate the call or meeting until you can respond less heatedly.

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Posted : 05/03/2010 2:27 am
ronny21
(@ronny21)
Eminent Member

Re: How to Deal With Difficult Clients??

Hello
Time is, or should be right there at the top of our list of things to pay attention to in our profession. This is especially crucial to those of us who are freelancers. If your are doing a quoted job, the quicker you get done the more you earn per hour, leaving plenty of time to take on more work, and so continues the cycle. Every time we start a new project, we are investing in it along with the clients. We are investing our pride, integrity, time, sanity, skills, etc,. In fact, the clients only have to come up with an idea, approve things, and hand off a check (or cash…shhh I won’t tell). When our reputation is all we have, can we afford to take on work that we feel may damage that reputation?

I don’t mean to be a cynic, but the easiest way to protect yourself from problem clients, is to notice the warning signs of a bad client, and stand clear of them. Easier said than done you might say, especially when it comes to paying your rent, buying your food, or feeding your obsessive caffeine addiction. With all that in mind, we can however plan for the worst. Let’s see what we can do to protect our investment.

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Posted : 06/03/2010 3:48 am
rob24
(@rob24)
Eminent Member

Re: How to Deal With Difficult Clients??

Hi

1. Don't take it personally.
As difficult as it may be to believe at the time the client is hurling profanities at you, the client does not have a personal issue with you. It could be a case the client has an issue with the company you represent or the service, but not you personally. It could also be a case that he or she has had a bad day and unfortunately, you're paying for it. It's not right but it does happen. If you chose to see their anger as a personal attack on you, it may affect future relations with the client when their anger would have subsided. Maintain the right attitude and refuse to act defensively. You'd be surprised to see how that same client may react on a different day when things are going better for them.
2. If you're wrong, admit it.
Very few things anger clients more than dealing with people who cannot admit they are wrong. If you're in the wrong, demonstrate honesty and professionalism by admitting it. In some cases an apology may suffice. In cases where it is not enough, be prepared to go the extra mile to show that you are serious about remedying the situation. Offering a discount on their next invoice or providing free hours of service are just a couple of ideas. Clients will often judge the level of your service based on how well you handle a difficult situation and will most likely forgive you and continue to use your services if you deal with the situation well.
3. It's ok to say goodbye.Some clients cannot be pacified. If you have tried all of the above and there is no improvement in the relationship, politely suggest to the client that in the interest of both parties, it may be expedient that they take their business elsewhere. After all, there is no rule that states you need to remain in a relationship that is not working.

Thanks

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Posted : 11/03/2010 3:05 am
henry
(@henry)
Active Member

Re: How to Deal With Difficult Clients??

Hello friends

1 - Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don't rise to the bait.

2 - Listen - listen - listen - Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.

3 - Stop saying sorry - Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often have you heard - "Sorry about that, give me the details and I'll sort this out for you". Far better to say "I apologise for ......" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practise to use the customers name in a difficult situation).

4 - Empathise - Using empathy is an effective way to deal with the customer’s feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you're insincere and they'll feel patronised.

Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.

5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some customer service people get concerned with this response as they believe it'll lead to - "Why don't you do something about it then". The majority of people won't respond this way if they realise that you're a reasonable and caring person

Thanks for all friends

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Posted : 11/03/2010 7:19 am
nick25
(@nick25)
Trusted Member

Re: How to Deal With Difficult Clients??

Hello,

You don't deal with their feelings by concentrating on solving the problem, it takes more. Here are 5 action ideas that deal with the customers' human needs:

1 - Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don't rise to the bait.

2 - Listen - listen - listen - Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.

3 - Stop saying sorry - Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often have you heard - "Sorry about that, give me the details and I'll sort this out for you". Far better to say "I apologise for ......" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practise to use the customers name in a difficult situation).

4 - Empathise - Using empathy is an effective way to deal with the customer’s feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you're insincere and they'll feel patronised.

Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.

5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some customer service people get concerned with this response as they believe it'll lead to - "Why don't you do something about it then". The majority of people won't respond this way if they realise that you're a reasonable and caring person.

Thanks for sharing with us

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Posted : 12/03/2010 8:30 am
serycurtis10
(@serycurtis10)
New Member

Re: How to Deal With Difficult Clients??

nick25;46049 wrote: Hello,

You don't deal with their feelings by concentrating on solving the problem, it takes more. Here are 5 action ideas that deal with the customers' human needs:

1 - Don't let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don't rise to the bait.

2 - Listen - listen - listen - Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.

3 - Stop saying sorry - Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often have you heard - "Sorry about that, give me the details and I'll sort this out for you". Far better to say "I apologise for ......" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practise to use the customers name in a difficult situation).

4 - Empathise - Using empathy is an effective way to deal with the customer’s feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you're insincere and they'll feel patronised.

Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.

5 - Build rapport - Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some customer service people get concerned with this response as they believe it'll lead to - "Why don't you do something about it then". The majority of people won't respond this way if they realise that you're a reasonable and caring person.

Thanks for sharing with us

Number 5 should be number 1 for me. Even at the beginning of every transaction, or even while the prospective customer is just inquiring, I build rapport with my clients. I try and let them know that I know what they're going through. Therefore, there would be less instance of difficult customers.

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Posted : 12/03/2010 2:26 pm
chris27
(@chris27)
Estimable Member

Re: How to Deal With Difficult Clients??

1) The Worrier-This is the type that is basically a nice person. However, they are also prone to calling you every evening for a detailed analysis of project events over the previous day.

Do this: What this really comes down to is trust. As owner you are always in the business of building more trust. The more trust you build, the less they call you during off hours wanting a constant analysis of everything done.

2) The Squeaky Wheel: This client believes the louder they whine, the more you’ll give them. They learned early on in life that by complaining they could always obtain more. They will find a way to complain about almost anything, no matter how good the job.

Do this: Let this client know early on that you run a quality company that can afford to be selective of its clients. Deliver quality work based up on an upfront agreement. Let them know that you are not motivated by a lot of inappropriate interruptions.

3) The Indecisive Client- This client will change their mind many times a day about a project even after signing an agreement on what it would be.

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Posted : 22/03/2010 2:45 am
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