I’ll take the burger combo meal; everything on it is great, but please, no pickles. Oh! This isn’t supposed to be about my burger order? Of course not! (Because I would never ask for something without pickles. It’s extra pickles for me. Yum!)
That’s right. This is a different type of pickle. This is about those pickles that take up our time, energy, and resources and still continue to be unhappy. I’m talking about your difficult clients, patients, guests, or customers. Call them what you like, but the truth still stands–everyone has them, and very few people (if anyone) want them.
As a professional, you inevitably encounter clients who challenge you, but not always constructively. These clients never seem satisfied, constantly demand your time, and may even undermine your confidence. Managing such relationships is unavoidable, but that doesn’t mean you have to lose your sanity or dread the workday because of them. So, how do we manage our pickles?
Set Clear Expectations and Stick to Them
From the initial meeting, ensure that you and your client are on the same page regarding the scope of work, timelines, and deliverables. Detailed contracts or agreements can prevent misunderstandings and will avoid scope creep. If a client requests additional tasks, be clear about the extra costs and time required. Stick to the agreed-upon scope of work. This reinforces the value of your time and services.
Be explicit about your working hours, response times, and the appropriate channels for communication. This helps manage their expectations and respects your work-life balance.
Maintain Communication and Remain Professional
Often, difficult clients are frustrated because they feel unheard. Regular communication about timelines, progress, and any potential issues shows that you are in control and dedicated to their project which can alleviate clients’ anxieties. During conversations with them, listen actively to their concerns, acknowledge their feelings, and reassure them of your commitment to finding solutions. Difficult clients can be stressful, but losing your temper will only escalate the situation. Practice patience, and keep your interactions calm and professional.
Keep detailed records of all communications, agreements, and changes. This documentation can protect you in case of disputes and helps maintain transparency.
Evaluate the Client Relationship
Reflect on how the relationship affects your business and the well-being of you and your employees. Sometimes, despite your best efforts, a client relationship becomes untenable. If a client is never happy regardless of your efforts, a client’s demands continuously exceed the agreed scope without additional compensation, or a client relationship negatively impacts your mental health, productivity, or other client relationships, it’s time to consider a change. Trust your instincts, but be sure to observe your biases in the process.
How to Part Ways Professionally
When you identify it would be best to part ways with a client, it can be challenging. Before the conversation with the client the way that you would prepare for any difficult conversation and follow these steps:
Review Your Contract: Ensure you understand the termination clauses in your contract. Follow the agreed-upon process to avoid legal issues.
Provide Notice: Give the client adequate notice, usually 30 days, unless the contract specifies otherwise. This allows them time to find a replacement. Clearly explain your reasons for terminating the relationship. Focus on the professional aspects rather than personal grievances. For example, “After careful consideration, I believe our working relationship is not meeting the goals we both envisioned.”
Offer a Transition Plan: Suggest a transition plan to ensure a smooth handover. This might include completing current tasks or referring another professional who can take over.
Dealing with difficult clients is part of the professional landscape. By implementing these strategies, you can transform the challenge of difficult clients into opportunities for growth and improvement, ultimately ensuring a healthier, more sustainable business environment. Remember, your well-being and the health of your business should always come first. Establishing and maintaining respectful and productive client relationships is key to long-term success.