HOW TO DEAL WITH DIFFICULT CLIENT?
Along with the business journey, no matter in which field we at, we will meet GREAT clients and definitely the DIFFICULT one.
Having difficult clients not necessarily mean that we are bad. Sometimes, it is just we are not the right vendor to them, and they weren’t the right type of client to us.
7 years in the creative business, I had plenty of great clients and some turn into friend now. And I also had plenty of Difficult clients (Some are really horrible).
Here are some of the advice or ways compiled from my 7 years of experience in dealing with DIFFICULT clients.
Trust me, no matter what is going on, STAY CALM first, analyze, digest and react later. There is no way we could put off a wildly burning immediately.
According to the psychology of human interaction, people will often mirror the emotional signals you emit. When you’re angry, you’ll usually get a fierce rise out of someone else. But if you’re calm, you can often encourage them to be calm, as well.
NO, THANK YOU NOW BETTER THAN SORRY LATER
As a business owner, what is even better than close the sales and transacted a new client.
Let me hold you right there, always remember that not all clients are the right clients to you. Before any transaction begins, set your bottom line, evaluate whether if they are the RIGHT client to you, always be transparent upfront by telling what is your terms and conditions to initiate this business relationship.
It is always good to say NO, THANK YOU NOW BETTER THAN SORRY LATER.
I will be sharing in the next article about the structure I set up to evaluate, grade them in sequence and build the right expectation to the client.
REVIEW AND LEARN
If you had taken them on board, it is not the end of the world. Just bear with it and complete the project/mission as soon as possible.
Learn the lesson and review what when wrong and what can be improved and how could you prevent it happen again.
Well, sometimes there is the client from hell. I usually grade them the D clients, which is the client I would never ever want to touch.
FIRE them and free up your resources or time for the right clients My Grade A, B and C clients. Before firing them, please ensure you will need to:
- Check your agreements/contract.
- Complete what you promise and leave.
- STAY CALM.
- Refer them to elsewhere if possible.
A difficult client will drain up business resources, energy, money and time. But, the way we deal with them will provide a valuable learning experience for anyone in the business.
They are human too, after all.
Just with a different perspective, needs and demand from one and another.
What’s the most challenging client you’ve had to deal with, and what did you learn from the experience? Share your horror stories.
Since 2015, SHANGHWAN and his team travelling across Malaysia and Asia to produce visual storytelling photography and videography for some of the amazing corporate, industrial and hospitality brands.