Facing a client who is unreasonable, abusive or just plain difficult? Here are some effective tips on dealing with difficult clients.

By Shweta L Khare

Q. In which situations is the client difficult to work with, abusive or complaining?

A. Your first step must be to verify and clarify expectations; are the expectations met from both sides? Have you done what the client expected you to? At times, miscommunication or lack of communication is the root of such problems. Take time to identify the main cause first. You might begin this process by requesting a face-to-face  meeting; below are some tips on how to go about it.

Step 2: Initiate Discussion

- Document action items with status and responsible parties working on the project

- Figure out the time and days when the client is least stressed for a meetingBe ready with a list of direct questions that can help accelerate toward a solution rather than delving more into the problem

- Prepare a plan that you will stand by; there could be negotiations, name calling or bad mouthing in this meeting (depending how offensive your client is!) but being prepared is the best strategy. You must exercise assertiveness and a calm disposition even if you expect a volatile situation.

- Be an effective listener; you do not learn much when you are talking, so let the client talk first. Try to understand his/her point of view before pitching in.

- There might be some other product or services which might better suit your client’s need. Present these ideas and see if this could be one of the areas which were never explored before and might well be the reason for dissatisfaction in the first place because the client was fitting the wrong peg in the wrong hole.

- Be open to feedback but don’t cower down to any request. You have all right to refuse irrelevant requests. Here, your persuasion and negotiations skills are used best.

- Communicating effectively will help you get to the root of the problem and then identifying a mutually agreeable solution becomes easier

- Work toward conflict resolution – not who is to blame and why

- It is important to deal calmly with aggressive behavior; observe restraint and tact during the discussion

- Brainstorm on what can make the deal/project a mutually satisfying experience

Step 3: Inferences and Conclusion

- The reasons for the obnoxious behavior of this person, can they be changed

- How future interactions can be made tactful and courteous; propose a process

- What changes you can make to satisfy your client or

- Just call off the project if it seems impossible to carry forth – do this on mutually agreeable terms.

Know when to say NO

Also note that in many situations there are people whom you would rather not deal with. If you have the authority to choose, It is best to be firm and selective in accepting clients. It might initially affect your income stream but in the long-run it is always better to work with peace of mind and satisfy the customer base you feel happy working with. Eventually you will find out that working with difficult people consumes more energy and time and it is not worth wasting your expertise on such a person or group. And don’t let this situation stress you to hell – remember it’s not personal it’s just business.