10 Tips for Dealing with Difficult Clients

Summary

In this insightful video, Warwick shares practical advice on how to handle difficult clients as an account manager. He offers strategies like separating personal feelings from business, letting clients talk without interrupting, taking detailed notes, mirroring their communication style, and meeting in person to build stronger connections. Warwick emphasizes professionalism, seeking support from managers, and avoiding venting about clients. If all else fails, he advises knowing when to let go of a client and ask for reassignment. These tips help turn challenging client relationships into productive ones while maintaining your own well-being.

Takeaways

• 😀 Separate the personal from the professional to maintain a healthy work relationship with challenging clients.
• 😀 Let your client do most of the talking to better understand their needs and challenges.
• 😀 Make detailed notes on everything your client shares, as it helps build rapport and allows for more effective conversations.
• 😀 Match and mirror your client's communication style to create a stronger connection, but use this technique cautiously.
• 😀 Meeting clients face-to-face strengthens relationships and helps you connect on a deeper level.
• 😀 Avoid venting or complaining about clients, as it can worsen your perception of them and affect your attitude.
• 😀 Be meticulous in your documentation—notes, emails, and agendas—so that you are covered in case of issues or misunderstandings.
• 😀 Discuss your challenges with your manager to receive advice and support when dealing with difficult clients.
• 😀 Taking a break and working with clients you enjoy can help restore your motivation and confidence.
• 😀 If the situation doesn’t improve, consider suggesting a change of account manager for the benefit of both parties, without feeling ashamed.

Q & A

How can you manage a difficult client effectively?

To manage a difficult client, it is essential to separate the personal from the professional. Focus on getting the job done without letting personal feelings interfere with your work.

What should you do when a client constantly tells you how to do your job?

Instead of getting frustrated, try to listen patiently. Let the client express their thoughts fully, and focus on understanding their perspective while remaining professional.

How important is it to make notes during client interactions?

Making copious notes is crucial. Documenting details about the client’s personal life, preferences, and needs can help you build rapport and improve future interactions.

What is the 'match and mirror' technique, and how can it help in client management?

The 'match and mirror' technique involves reflecting the client’s communication style. If they are fast-paced, you should be too. This helps in creating a more comfortable and synchronized interaction, though it requires skill.

Why is face-to-face communication recommended when dealing with difficult clients?

In-person meetings create stronger connections and allow for better understanding. They help establish a more personal bond compared to phone or email interactions.

How should you handle venting about a difficult client?

Venting about a difficult client can be tempting, but it’s unproductive. Instead, focus on managing your stress by taking deep breaths and handling the client’s challenges professionally.

What does it mean to 'cover your ass' when managing a client?

To 'cover your ass' means being diligent with your documentation, including emails and agendas. This ensures you have a clear record in case of disputes or misunderstandings.

Why is it important to communicate challenges with your manager when dealing with a difficult client?

Sharing your challenges with your manager allows for potential guidance and support. It also ensures that your manager is aware of any issues before they escalate.

How can taking a break help when managing a challenging client?

Taking a break by working with a client you like can help restore your confidence and mental clarity. It allows you to return to the challenging client with a refreshed mindset.

What should you do if working with a client becomes unbearable?

If the situation is unmanageable, it might be necessary to suggest a change of account manager. This can ensure the best outcome for both you and the client, and your manager can help handle the transition.