Dealing with "Difficult" Clients

Working with clients can be rewarding, exciting, fulfilling, and, yes, challenging. In our new feature "The Shortlist," we're sharing a quick list of tips on how to deal with those challenging clients whether internal or external. In the end, it's all about being a consummate professional no matter what.

• Say "I don't know but I will find out."
• Clearly communicate boundaries, guidelines and processes at the outset and be prepared to pleasantly "re-communicate" them as needed.
• Double your efforts to document.
• Stay as current as possible on the project's status and risks.
• Communicate even when it's painful or you'd rather not.
• Give yourself a cooling off period before responding to tough/nasty emails.
• If you are the designated fireman work to build trust for future engagements and also try to be the adult in the room or meeting.
• Stay very up-to-date on your own offering, service, tool etc. and never be afraid to ask internal experts for advice with issues.
• Keep conversations as positive as possible. Acknowledge negative viewpoints and shift the discussion to solutions.
• If chronic personality mismatches persist, consider reassigning the project to someone else on the team who might mesh better. This is not a failure on anyone's part, it's simply better-aligning personality types.

Any other tips? Let us know in the comments.

Tags
customer service   customers   shortlist  

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Business Ideas   News  

Roman Pendzich

Roman is a project manager in our Chapel Hill office who assists customers with determining their requirement and then implementing Integrify for their organization.   In his spare time he enjoys travelling with his family and various backcountry adventures.