Every business owner has had one (or more) unruly clients at some point in their career. This customer needs special attention, special treatment and requires infinite patience. If you’re dealing with one of these clients, here’s how to help make it all a little smoother.
1. Educate the client on why your expertise is so valuable. Business owners tend to forget that clients don’t your experience or how and why that experience makes you—not them—the expert on the project you have been chosen to work on.
2. Stop tuning out the client and actually listen. Just because you are the expert doesn’t mean you know everything already. Stop and listen to the details of your client’s desires—don’t assume anything.
3. Focus the client’s options down to the best choices. You have a lot to offer, but that doesn’t mean you should offer everything to the client. As the expert, choose two to three of the best options for their particular needs and present them as such.
4. Keep your client in the loop. Odds are, the unruly client just wants to be included and not blindsided by any major changes. Keep the lines of communication open—and on your terms—to avoid frenzied and frequent phone stalking.
Source:
American Express OPEN Forum: 5 Tips For Managing Unruly Clients
