How to Handle Difficult Clients

Repeat clients are the foundation of a healthy business. However, not all clients are alike. Here's how to deal with the tough customers.

Difficulty: Challenging

Instructions

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.

Tips & Warnings

• It's easier to not start a relationship than it is to sever an ongoing relationship. Keep an eye out for warning signs such as potential conflicts of interest or involvement in a high-risk business.
• Some clients just aren't worth the trouble. Beware of any client who tries to involve you in illegal or unethical schemes.

Who Can Help:

• eFax is the world’s #1 Internet fax service.  Send and receive faxes by email and kiss your fax machine goodbye. 30-Day Free Trial

on 8/8/2006 Take the angry customer away from the lobby or central area and offer him a seat and a glass of cold water.

on 3/23/2006 Difficult clients often need to be in charge of the situation in their own minds. Let them tell you off, then say: "I understand exactly how you feel, and I know you're right, but I need your help to solve this, would you help?"
This posture usually softens them and begins the process of resolution.