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Tip of the Week - How to Deal with Difficult Clients
Here
is a snippet from my most recent Tip of the Week
"I’ve
been in the service business. I remember times when I came home absolutely
exhausted because of the zapping nature of some of my clients.
You
may be thinking, “I can’t necessarily control who my clients are,” but we
really can, whether you are CEO of your own consulting company or a
housecleaner..."
Also, feel free to join the conversation around this tip by
posting a comment below.
Posted by Keith Ferrazzi on July 17, 2007 | Permalink
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Comments
Thank you for speaking out on this subject, for some reason I can not get people to pay for the services I provide.
Posted by: Kelly | Jul 17, 2007 11:55:49 AM
I love it we all must "FIRE" customers soemtimes. No need to waste time on customers that do not respect you or your company.
Posted by: Dan Stevens | Jul 17, 2007 12:12:15 PM
This is so incredibly true! I've segmented my clients into A's, B's, & C's. A's are great! There is a mutual level of respect (and referrals are reasonably steady). B's are slightly above average clients that might have the potential to evolve into an A client. C's are out. Initially, I'll give C's time and space to develop. Everyone deserves that. You never know, sometimes people have a pleasant way of surprising you. However, when that does not occur, "out." That is to say, when a fair amount of time and attention has been given to a client, and it becomes clear and apparent that they only view what you do for them as a transaction, it's time to part ways. It's oddly refreshing. It's invigorating! You send a clear message to your staff, your clients, and, just as importantly, yourself. You choose who you will work with. You always want to surround yourself with individuals that share a mutual respect for what you do and who you are.
Posted by: Bill | Jul 17, 2007 12:13:14 PM
In my 5 years of running my own business, I have never regretted firing a client. In fact, the biggest emotional highs came after severing ties with those that didn't fit with or appreciate our type of service. You know these people. They're the ones that don't buy from you - they TAKE from you and still aren't satisfied.
Let them go and find a better client to take their place.
Posted by: Mike | Jul 17, 2007 12:15:01 PM
Yes I am in aggreement this is very TRUE. Some clients don't know how to handle their clients and I end up having to do my job and thiers. I did fire mine that were like that.
Posted by: Ms.Smith | Jul 17, 2007 12:26:49 PM
The biggest regret I ever had in my own business was NOT firing a couple of my clients. You know they need to go when you instruct an operater to only put their calls into you. Of course, I've helped some clients (who were otherwise good) get rid of some client contacts, who were the core problem.
Posted by: Jim | Jul 17, 2007 12:27:36 PM
As a beginning attorney, the toughest lesson was learning what clients NOT to take. The same is true with our commercial fund: knowing what investors and projects NOT to take on.
Take a page from Shackleton, the explorer. After his ship, the Endurance sank, stranding him and his men in the Antarctic, he ordered that the ship's mascot, a cat, be shot. "No pets," he said.
And although the cat wouldn't eat much and was the delight of all the crew -- and the move actually set most of the crew on edge, it sent a message and set the tone. This is serious. This is real. Focus.
Do the same with clients. Analyze the true cost. No pets.
All of Shackleton's men survived. RZ
Posted by: Richard Zahm | Jul 17, 2007 12:31:14 PM
I really enjoyed reading everyones comments. I work in a bank in Canada in a very high wealth location. The customers are so rude and demanding. My coworkers and I try desperately to try and understand why they think they can treat us in such ways. Demanding services that are not provided for anyone and thinking that if it wasn't for them the bank wouldn't exist. I know of a few clients off the top of my head that would definetly fall below Dan Steven's " C " grading. Unfortunately, conversations at country clubs and members only lounges would spread and get back to CEO's and exec's very quickly.
A good lesson to all --> treat those below you with the respect they deserve. And please, Have a Great Day.
David
Posted by: David B. | Jul 17, 2007 12:53:59 PM
This is also applicable to dealing with difficult people in general. When meeting new people and trying to build relationships, you need to focus on only the ones that you enjoy. If someone is too difficult to deal with, then I would move on. The last thing you want is a negative person bringing you down.
Posted by: Jason Jacobsohn | Jul 17, 2007 1:04:17 PM
The real question is how much can you take! I know that in our business we have some clients who give us allot of business. We cant afford to FIRE them. They do milk our patience quite a bit though and I cant deny I've begged myself to pull the trigger.
Posted by: Mike | Jul 17, 2007 1:04:48 PM
A customer relationship is like dating: sometimes you click and sometimes you don't. At least in sales, sometimes you have to play hard to get and sometimes you have to be aggressive or give warm fuzzies. You both know when it's not working.
Posted by: Nadene | Jul 17, 2007 1:06:18 PM
Funny you should mention firing clients. I did that just last week. When the difficulties began, I did my best to understand the client’s point of view. By listening carefully and sincerely, I realized that the way he wanted to work was in conflict with my values and those of my team. Continuing to work with this client was likely to have been a very unpleasant experience. It was a very interesting assignment, but walking away was the right thing to do.
Posted by: Billy | Jul 17, 2007 1:06:52 PM
Even better is when you get to zap referral sources.
I treat patients one way. The best I can. I examine patients and prescribe tests and treatments that I feel are necessary and I take care of my patients until they are all better or to the patient's satisfaction. Not just somewhat better, not until an insurance company says so.
If a referral source doesn't aggree with me, then they can find a less competent physician to refer their business to.
It is empowering to so this.
Try it. You'll really really like it.
DocT
Http://NaturalSportsmedicine.blogspot.com
Posted by: Dr. Todd Narson | Jul 17, 2007 1:19:40 PM
Such sage and important advice! As a Virtual Assistant, solo practitioners like myself go into business for reasons beyond money--to be able to live life on their own terms and have more room for what's most important to them, as well as to indulge the love of their craft. Wrong-fitting clients take a huge toll on your business and your psyche, often without you even realizing the extent of the damages. This ultimately impacts your revenue generation and your ability to maintain joy and quality in your service and work to clients.
Posted by: Danielle | Jul 17, 2007 1:26:22 PM
"Right On" comments from each of you.
The power of honoring yourself seems lost in the mindless belief that the customer, client or patient is 'always right'. BS. Sometimes they're not. Or, there's no effective way to remedy an issue they may have except to say, "Sorry, but we've gone about as far as we can go . . ." And those are the moments of Truth where we get to do a gut-check and learn to do the right thing or, wimp out and get a lesson. I guess when you're tired of the lessons and you want to move on with your life, you find the stones to do the right thing. Excellent insight, Keith. Thanks for sharing.
Posted by: Bill Doerr | Jul 17, 2007 2:55:44 PM
Great tip! Difficult clients are the bane of good work and inner satisfaction. Anyone doing business will run into them sooner or later. It is great that Keith has quantified and presented a solution to this problem.
When I was particularly stress by one particular client, I asked a good friend how he dealt with difficult people. His answer was quite quaint... "I don't!"
So far, that method has worked for me. I also think of the possible problems I could encounter from a customer and factor that in when I write an agreement contract. This way, we both know what we are getting into.
Thanks Keith and I love your book.
peace
kb
Posted by: kb bishi | Jul 17, 2007 3:27:38 PM
Today (7/17) I had to fire a client. After three months of nitpicking on a house paint job, family members belittling me and my crew, I had enough. All it took was a 15 minute conversation with all parties involved. Yeah, we lost money on the job but when an employee says "You were alot nicer than I would have been" that helps. The homeowner can think they let me go but I was walking away while I was approaching them. Feel better already.
Thanks for your insight!!!
Posted by: Marty | Jul 17, 2007 4:02:24 PM
Excellent comments! I'm glad to see that most people tend to agree with Keith's perspective.
In my life, I have come across all kinds of clients but the majority have been great. I think the trick is to seek out the clients that you want to build relationships with and invest your time and effort in them. Make sure you add value to them as much as they add value to you. Also, if you think about the ultimate question, these are the ones that should be your strongest advocates.
My good friend Harish Chauhan, wrote a book called Unconventional Business and one of his insights is that "The Customer Is Not #1", in fact, business should be looking out for "The #1 Customer"... I couldn't agree more.
Happy hunting.
Posted by: Arshad Merali | Jul 17, 2007 5:04:20 PM
Excellent point! When you clear your time and space of difficult clients, you make room for the clients you want to serve while giving yourself the opportunity to experience more joy and fulfillment in your business & career.
T.C. Coleman, Business and Career Coach
Posted by: T.C. Coleman | Jul 17, 2007 6:04:35 PM
While I agree that selecting your clients is as important as serving them, there are many industries that are centered around tremendous competitiveness for new clientele. The customers in these segments are typically well versed in how much abuse they can dish out and still receive stellar service. In the United States this is inarguably true. If your business is in a "whores market", you will likely be treated like one. Consistently, I see businesses develop a niche market that transcends them from one level of clientele to another. This could also explain the rise in availability of spa/massage facilities - but I won't speculate.
Posted by: Patrick Selzer | Jul 18, 2007 10:59:43 AM
I am totally in agreement with being in your integrity by working with your best clients.
By using the Law of Attraction that is: thinking about, feeling great about, and expecting only the best clients to show up~~ Lo and Behold, they do!
This may not work 100% when you are in a large practice where others are not in this mindset, however, you will find that the right ones will end up in your office more of the time.
By the same prinicple. When I get a run on certain types of clients, I ask myself, "What is the lesson here?" There is usually a reason. They are mirroring something I need to look at. Once I am more aware, don't need to learn that lesson again.
So, you can fire the wrong clients, AND you can also attract more of the Right Clients for you~
Thanks for the opportunity to share these thoughts!
Aila Accad, RN
"The De-Stress Expert"
www.ailaspeaks.com
Posted by: Aila | Jul 18, 2007 2:00:38 PM
Dear Keith -
I loved your post on Difficult People -
Yes, they are around - not only in our businesses but personally. One of the hardest things is to "fire" a friend. There comes a time when they may become so toxic that they are contaminating your life. It also does not make you popular with other friends you both know so it is very hard and must be done with great thought.
And you second guess yourself a million times afterwards with guilt.
But, when it comes to you or them - you must choose your own peace and serenity.
I wrote a piece that could be a companion to yours. Little bit of a flip side. Thought you might enjoy it.
http://www.personal-growth-with-corinne-edwards.com/sales-105-complaints/
Posted by: Corinne Edwards | Jul 20, 2007 3:31:08 PM
Dear Keith -
This is my second comment in a week so maybe you can call me a groupie."
My broker in Los Angeles from Merrill Lynch - you did a seminar there recently - knew I was doing a series on my blog on Sales and he suggested your book.
Just finished it. I couldn't resist telling you what I thougt.
This is a totally new viewpoint on business. Making connections just for the joy and enjoyment of putting people together - with no guarantees that it will come back to you in your business.
My experience is that when you do that, it comes back to you in spades. And, not always from the people for whom you did the favor.
The Universe gets the signal who are the good guys out there.
I bet you did not know that this is a highly spiritual book!
I'm going to do a review of the book on my blog with a link to Amazon. This book needs to be read.
As usual, here's a plug for me - A post called "Loving the People."
I think you will enjoy it. It's your kind of stuff - but in a different way.
Keep up the good work!
Best regards,
Corinne Edwards
Posted by: Corinne Edwards | Jul 23, 2007 1:16:58 PM
Great tip Keith. The P.S. that goes with it is "trust your gut and if a job feels like the wrong fit -- don't accept it." As a MarCom consultant, I've found that my inner alarms will start going off as soon as I encounter a potentially bad client/job. And without exception, *every* time I've let myself get sucked into one of these situations -- talking myself out of what my instincts are telling me -- I've regretted it. And the longer you let a bad situation go on, the harder it is to extract yourself. Obviously firing a bad client is easier to do if you're a lone wolf. But no matter what, the best practice is to learn to recognize and avoid those situations all together.
Posted by: CourtneyL | Jul 24, 2007 7:06:15 PM
I'd have to agree completely that you need to fire clients, but I also agree that you need to do that with people in general.
AND it goes the same for an employer! I have been in that situation where the employer bring you as an individual/employee down, and I currently find myself in that situation yet again. It isn't worth sticking around in that kind of situation. TRUST ME!
Posted by: Mindy B. | Jul 27, 2007 2:09:10 PM
