How to deal with finicky and fussy clients
“It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about it, you will do things differently” - Warren Buffett
Customers and clients can make or break a business reputation. No matter how good you are at your skill, sometimes you will always come across clients that are constantly unhappy and unsatisfied with your work. Sometimes personality clashes and their expectations can throw you under the bus. And sometimes the clients are just weird and odd.
We cannot choose our clients each time, but we can choose how we deal with them when things are not so shiny. Although their comments take a pounding on your ego’s, do not be disheartened. If you handle the situation in the correct manner, you can end up winning over your client, developing good relations and earning some much needed praise. In this article, we bring to you tips and techniques to deal with any type of client smoothly and provide them with a content experience.
Stay Calm and Carry on (and rant in private)
Our natural human behaviour makes us react negatively to client complaints towards hard work. Harsh and improper comments on our work is meant to make us hostile and upset. This not only creates a situation of conflict, but also makes a person lose its cool. The most important thing in such a situation is to step back and make yourself calm and collected. Stooping to their level risks your reputation on line. Do not take their words personally and try to put across your point in a clear approach.
2. Apologise with all respect and be empathic
Apologising not only gives the client the satisfaction of being correct, it also cools them down. When things with the client get heated up, try to be as humble as possible and don’t be ashamed to offer regret. It is essential to keep in mind that clients are the key to your business. Try to take note of their concerns and show them you understand. This will help you to talk professionally and take the next steps.
You can always start by saying, “I am sorry for the trouble and I understand your bother. Please tell me what do you have in mind, and we can resolve this together?”
3. Identify Problems and take Action
Problems often arise due to lack of communication and timely commitments. Once your client settles down, try to figure out the problem and fix it. The mantra is in asking specific questions about client preferences and getting to know their likes and dislikes. Resolving the issues ASAP will prevent the situation from escalating for the worse. Act on it quickly and avoid future disputes. Avoid saying, “There’s nothing I can do.” Instead saying, “I will look into it to see what can be done” will leave a better and comforting impact on the opposite team.
4.Re-establish the brief and the project requirements
When stuck with the changes and amalgamating requirements, it’s a wise decision to start from scratch and re-establish the brief. Sometimes misunderstanding regarding the brief can take you down the wrong road and lead to design clashes with the client. So it’s best to start anew, keeping in mind the client's concerns and double checking it with them. You can always be extra sure by asking questions like, “I understand you want XYZ. Is that right?”
5. Get everything in writing and compensate (if necessary)
Once the brief is set again, get everything in writing. This not only makes it easier to review changes between the projects, but also acts as proof for the clients in case issues arise in the future. This can be done in the form of a hand written copy or an email, that needs to be verified and signed by both, to be archived as an ‘official’ document. In cases where your mistake has caused a lot of trouble or cost the clients, it’s better to offer compensation and ease the tension.
6. Present a solution that suits both parties
Keeping in mind the client’s happiness, offer solutions to the problem that you feel will provide them satisfaction. In case you are unsure about what they have in mind, or if they turn down your proposal, give them the freedom to choose or ask them what is it that will make them happy. In some places necessary, you should always stand your ground politely and make the clients understand your perspective. You can always use phrases like, “According to my understanding, XYZ will suit best for this particular problem due to XXX reasons” or “Can you please elaborate on what exactly do you have in mind?”
7. Use the feedback and review the situation for a different next time
After everything winds up, it’s necessary to sit back and evaluate the situation. Identify the source of the problem and ask yourself questions like, ‘How could this be avoided?’ or ‘How can it be prevented for the future?’ Find the root of the problem, be it a change in thought process or a vendor gone wrong, and rectify it. Learn from unhappy clients and with a sense of humour, move forward to tackle each and every obstacle you face. Complications provide valuable lessons and make you future ready.
There is no magic that can dissolve issues in a finger snap. The catch lies in being calm, humble and practical when dealing with clients. Do not take their outrage or difficulties to heart and keep your ego aside, you are ready to turn frown’s upside down. Do let us know your client experiences and any other tips that might help in such situations.
Happy Clients make a Happy Business!