Part 3 Dealing with Difficult Clients

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11. Stay in control of your emotions. Sometimes a client may be difficult to work with, but in these cases you'll need to remain even more in control of yourself. Losing control of your emotions with a client could ruin your business with that individual, and it could even cost you your job.^[15]

· Do not give an emotional response to anything your client says or does. Be respectful and remember that the client is always right.

· Remember the importance of being professional, even in the face of abuse.

· If you're really struggling to control your emotions, try counting to ten or taking a few deep breaths before saying anything.

12. Spend more time listening than speaking. It's generally a good idea to let a client speak freely, but this is more important than ever when the client is being difficult. Your client may be uncooperative because they feel that they're not being heard, so letting your client do most of the talking in tense moments may help defuse the situation.

· You can communicate a great deal with silence. Let your client talk, and respond when appropriate.

· Ask follow-up questions to reflect on or clarify anything you're not clear about. For example, you might say, "I think I see what you mean, but I'm a little confused about _____; could you clarify what you meant by that?"

13. Show that you're engaged. When a difficult client doesn't feel heard, that client may become more uncooperative. Engaging in small conversational habits to show engagement and concern can help reassure your client and make the situation less tense.^[16]

· Make eye contact with the client while you're speaking to one another.

· Use short, small verbal cues to show that you're listening. For example, saying "Mhmm" or "Yes," or even just nodding in agreement, shows that you're engaged.

14. Speak with confidence. How you say things can be just as important as what's actually being said. When you have a difficult client, it's important to be aware of how you're coming across in your manner of speech. Changing your voice's speed and pitch may help calm an irate client, especially when combined with other conversational techniques.^[17]

· Slow down the speed of your speech and lower the pitch and volume of your voice.

· Speaking slowly and softly can have a calming effect on upset or anxious clients. Try to make the shift noticeable so that your client will pick up on it subtly.

15. Fulfill the client's wishes. Sometimes agreeing with a difficult client is the best way to placate a bad attitude. Even if you know the client is wrong, it may be best to avoid challenging a difficult client if there's no other way to calm them down.^[18]

· Voice your concerns if the client is about to make a huge mistake, but remember that the decision is ultimately up to the client to make.

16. Fire a client as a last resort. If you can't placate a client or meet their demands despite your best efforts, it's best just to let them go. Yes, you will lose their business, but in some cases it may not be worth the headache to keep them.

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