Dealing with difficult clients is something most of us encounter in our careers—occasionally, it becomes a frequent challenge. So, what’s the best approach? Do we walk away and risk losing business, or face the challenge head-on and learn how to handle it professionally?
First, we must accept that it’s impossible to please everyone, no matter how skilled you are or how many awards you’ve won. However, knowing the right things to say – and more importantly, how to say them – can often salvage the situation. In fact, it’s possible to come out with an even stronger client relationship than before. This is where effective communication, one of our core strengths as PR professionals, comes into play.
– You do not have to always agree with the client, or say yes to everything. We are not executives, we are the professional consultants. You need to advise your client and be honest when he is making the wrong decision, but be tactical in how you say it.
– Be well prepared; know exactly what you are working on, so when you are asked, you have the right answer. That’s when the client knows that you are not missing anything.
– Make sure you listen actively to problems or complaints, and resist the urge to interrupt or solve the problem right away. Be empathic and understanding, and make sure that your body language communicates this.
– When you feel a problem coming on, try to find a solution before it happens or at least discuss it with the client.
– Misunderstandings are inevitable, and expectations aren’t always met. Having everything in writing can save you from unnecessary disputes and stress.
– Authenticity matters. If you’re always honest and caring, people will notice, and they’ll be more likely to side with you if any issues arise.
– Talk to your client, explain to the person what the problem is and ask him or her for some suggestions on solving the problem. Sometimes, your clients might not realise what they are doing. Ask them how they prefer to take things forward.
Always try to see the issue from the client’s point of view – you might be surprised by what you discover. If needed, don’t hesitate to seek professional advice, as handling difficult clients can be complex. But if you manage the situation well, you could open doors for more opportunities.
How do you deal with difficult clients?