Staying Gracious In the Face of Difficult Clientele

Price haggling, contract violations, late payments, tantrums and even becoming too "comfortable," every entrepreneur has to face instances in which a particular client(s) are making things a bit difficult. The moments are legitimately frustrating, but it is important to learn how not to react under unwarranted pressure. It is possible to remain gracious while setting boundaries and limitations. “The customer is always right” is false. The customer is not always right, but that does not mean that quality customer service isn’t important, even when handling less than nice customers. Don’t fret. There are a number of ways to handle potential issues with clients.

Establish Key Policies

Policy is not simply a tool for internal personnel or systems, policy also helps set consumer expectations. From shipping procedures to how contact and complaints are handled, policies that effect the public should be both easy to understand and easy to access. Transparent policies can help eliminate a lot of confusion and issues before they ever occur. Make sure they are posted on your website and in your business if you have a physical location. Also use your newsletter or social media to promote your policies in a way that feels educational and approachable. You do not want to come off as preachy or blunt, but you want to remain honest and direct.

Contracts

Contracts are especially important for service-oriented businesses. Make sure your contract clearly states what you are agreeing to do, pricing, pay schedules, limitations, termination guidelines, responsibilities, communication, and all other factors that might become an issue if not clearly spelled out. Contracts are legal documents. They are there to protect both you and the client.

Be Consistent

It is quite tempting to want to adjust your procedures based upon the client, but this can become an issue later on. If you are going above and beyond for a client, this could become the expectation and open the door to you being taken advantage of. Stick to your policies. In instances where you do decide to exceed the expectations set forth in an agreement, make it known that you did do extra. You do not have to be over the top about it, but simply mention that you also provide extra service or product. The client will feel special and you will not feel obligated to continue to do the same in the future.

Address Concerns and Issues

Never ignore a complaint. Whether the complaint is valid or completely irrational, address it. Allowing issues and concerns to fester lays the foundation for greater problems to occur. Being proactive about finding and providing solutions is not only good customer service, but could also save your business some bad press.

Communicate Professionally at ALL TIMES

This should be self-explanatory. Even in the face of the nastiest clients, fight to remain professional. The last thing you want is for a video or screen shot to surface of you making any statements that might present a terrible image of your business to other potential clients.

Utilize the Fourth Wall Rule When Conducting or Discussing Your Business

The fourth wall is the invisible wall between a performer and the audience. The wall should not be broken unless intentional and beneficial to the performance. This rule should be applied to business. It is easy to give into the temptation of lamenting about bad customers/frustrations on social media or during a session with a separate client. However, don’t do it. Just don’t. Other potential clients might see it or it could cost you a referral. As an entrepreneur, you are your brand. Don’t do anything that could jeopardize your brand. You do not always have to be in business-mode, but remain vigilant of how you conduct yourself in spaces that you promote or do business, especially if you promote your business on your personal social media platforms. You do not want to run the risk of the client you are having the issue with seeing or hearing your statements or even running off clients that could be the key to helping your business grow to the next level.

As an business owner, conduct consideration is imperative. Difficult clients are unavoidable. You are going to encounter them. The best way to deal is to be prepared and be ready to hold yourself to the highest of standards. Always stay gracious. Your revenue will thank you for it.