Dealing with difficult clients is a lot like dealing with an
in-law you don’t like. They drive you crazy, but you know you have to be nice
to them; Especially when they tell you their taste is contemporary and it
turns out to be traditional or when they tell you what they want and then they
say no they don’t like it.
This isn't what owning a
business is about. You created your own business to have greater freedom and
add more quality to your life. Why let a client take that freedom away and
diminish the quality of your professional life?
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As business owner, you are in the business of
managing the expectations of your clients. You do this by determining the rules
of engagement early on. Remember you teach the customer how to treat you. You
also don’t work for them. You are there to work with them provided they
understand and honor these boundaries.
Below are three high
maintenance client types. Under each it also shows how you can work most
effectively with that particular type.
1) The Worrier: This is the
type that is basically a nice person. However, they are also prone to calling
you every evening for a detailed analysis of project events over the previous
day.
Do this: What this really
comes down to is trust. As owner you are always in the business of building more trust. The more trust you
build, the less they call you during off hours wanting a constant analysis of
everything done.
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2) The Squeaky Wheel: This client believes the louder they
whine, the more you’ll give them. They learned early on in life that by
complaining they could always obtain more. They will find a way to complain
about almost anything, no matter how good the job.
Do this: Let this client know
early on that you run a quality company that can afford to be selective of its
clients. Deliver quality work based up on an upfront agreement. Let them know
that you are not motivated by a lot of inappropriate interruptions.
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3) The Indecisive Client: This client will change their mind
many times a day about a project even after signing an agreement on what it
would be.
Do this: Document everything
and have them sign every agreement when it’s first made. When they change their
mind, let them know that this change order will also cost them more money.
Working with difficult clients
is as much of an art as creating beautiful landscapes. You always strive for improvement
and you can never perfect your craft enough.
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