How do you deal with problematic clients?

Business Management Client Relations
1

Clients come in various forms some more difficult than others. How do you deal with the problematic ones? Anything you do in particular?

2

Very open ended, anything more specific? We focus as a company on being transparent and if it could have possibly been our fault then we take care of it and take responsibility. I do find clients who are just looking to take advantage though and those who threaten to sue (I’m going to sue because I can see a caulk spot from the nail in our trim and you only have one more day to finish. Really?!?!). Those people we take a way more stern and by the book approach as to do exactly what the contract says and not an ounce more. Usually we go above and beyond and do some extras and don’t nickel and dime clients but to those who are actively wanting free work we stop immediately. We stay consistent with just saying what is fair. I think really finding that line is what as to what is fair and what is being taken advantage of is what contractors have to keep in mind daily.

3

With reason, accountability, and transparency. Unfortunately some people cannot be pleased and if things start getting out of control I always refer to the contract. Have a solid contract and clear communication. Do only what is in the original scope of work, and write everything down and sign all changes. Have a good strategy for accepting projects, meaning learn what red flags you need to avoid and select your projects based on a realistic awareness of who you want to work with, good luck

4
  1. Just stay really calm no matter what.
  2. I never raise my voice.
  3. Listen until they stop speaking.
  4. Don’t over talk or try to defend yourself. Try to stay on topic. Keep it short but meaningful. When you see your getting through. Stop talking and look to wrap up the conversation.

I hope these tips help.

5

Not an easy question. For me, it has to do with how they are when I meet them the first time. I like to talk to shoot the breeze when I meet hem the first time. Most of the time they are the same person the first time and when you start the project. Also if they are different, Then stand you ground professionally when they become difficult. Everything I said her is easier said then done most of the time. I have been taken in the past myself.