"Do not let the pump out of you energy": 4 for advice on how to work with difficult clients

If you long enough leads your business, you probably met a client who is always unhappy, no matter what you have done for him. Such people impose onerous requirements, do not respect the time and lead you spend as if you give them something to owe. In this case, you can act in two ways: to try to solve the customer's problem or refuse to cooperate with him. Business consultant Eyten Jason (Jason Aten) I toldHow to make this difficult choice and prevent misunderstandings.

1. Differentiate between problematic and clients with any problem

It depends on how you react. Most of the customers are - normal people. They did not dream to bring you to the grave. Just for some reason you did not meet their expectations or they are currently experiencing difficult situation. Most likely, the best you can to meet them, so that they were satisfied with the cooperation.

But the problem the customer can not be met. Whatever heroic efforts you may have made, he would find something to complain about. For example, it may behave as if versed in your field better than you, and say that you're doing wrong. Or declare that it modest demands, thus requiring a million of improvements and complex custom solutions. Or phoning your office and criticize in the social networks of your employees for minor defects. Most likely, the person just such a character, and you do not change anything.

2. Help set the right expectation

Ideally this should be done at the first contact with the client. If after talking to you he did not understand everything, he had to guess based on the assumptions and their own understanding of things.

Do not wait until the client will say, "I thought it would be ready today." From the outset, clearly explain how the process works is built, the customer can expect from you and by what date. Tell us how to contact you, if he has any further questions. Then there will be mutual discontent afterwards.

3. Make an extra effort, if the client was in a difficult situation

It also happens that you did everything correctly, but people still dissatisfied. And it's not you, and in a difficult life situation of the client. This usually want to put the blame on himself and more to do nothing. This is not a good idea. It is better to think about what needs to be done to client I became satisfied.

Typically, the solution is simpler than it seems at first glance. To get started, try to sincerely apologize for the misunderstanding and offer to fix something. It already means a lot.

Then focus on how to help the customer. At the time of the complaint, he did not expect that you will try for him personally. If you really do something useful, you can win his trust for life. This approach is useful for the business than the refusal of the customer, because it is "difficult".

4. Get rid of customers who pulled out of your energy

If you realize that you are faced with a problem customer, stop cooperation. Do not tolerate his antics and do not let you pull out the vital juices. Many long pulled drastic measures, hoping to change the attitude of the client. Or are afraid of how he would react, when to stop coddling him. However, no response can not be worse than what he poisons your life now.

If you see that in order to meet customer's nothing you can do, do not waste time on it. Once complete all previous commitments, stop cooperation. Do it quickly and professionally, without having to go to the insults.

---

And you have been exposed to difficult customers?