6 tips for handling difficult clients

Whether you are part of a large PR or marketing agency, toil for a smaller
organization or work solo, managing client relationships is no easy
task.

It takes effective communication, understanding, and constant efforts to

ace agency-client dynamics. While many clients are a breeze to work with, at some point, you will
encounter clients who are a nightmare to handle—and like any relationship,
even the amazing ones can be difficult at times.

Things happen.

Whether it’s a client who keeps unrealistic expectations or one who never
seems to know what they want, the truth is managing client relationships is
part and parcel of agency life.

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One must know how to tackle them well to succeed. Gone are the days of “the
client is always right.� Sometimes, it’s a communications professional’s
job to outline and

champion best practices, which means saying “no� when a client requests something you consider
black hat—or simply inadvisable.

Here are six ways to effectively deal with difficult clients and deter them
from hampering your team’s productivity:

1.
Set the right foundation.

As in every relationship, it’s important strike the right tone from the
very beginning.

Even though you might be tempted to impress the client at every stage,
remember this is your biggest chance to be transparent about how your team
works. Be sure to lay out your process and state your expectations clearly.

Be assertive in your communication. Stand your ground and let your client
understand they must not take you for granted. Practice being polite yet
firm from day one and you’ll evade sticky situations in the future.

2.
Manage expectations.

When you are assigned a new project, understand the client’s
expectations—but do not be afraid to be realistic in your commitments.

If your client asks you for a revision, ask them for clear and constructive
feedback in line with their expectations. This will save both you and your
client time.

The best way to deal with this is to assess the workload your team is
grappling with and negotiate timelines before beginning any work. If the
client insists on expanding the scope of work, make sure you restate this
in your contract and are compensated for it.

3.
Provide updates.

Whether you foresee an increase in expenses, face roadblocks along the way
or need to share updates on project status, it is a good idea to keep your
client informed at every stage. Do this by sending them status reports,
calling them at the end of each day or initiating weekly meetings.

As the project driver, you must be proactive in your approach. Don’t wait
for questions; give updates or highlight issues as soon as they’re known.
Keep the client involved from the first stage and make them aware of your
efforts.

4.
Document everything.

It can be infuriating when a client has a sudden “change of heart�, thereby
sabotaging your efforts. While you cannot change your client’s indecisive
ways, you can document the agreed upon plan as it unfolds.

After important meetings or phone calls, email the meeting minutes to the
client and your team. This will help keep everyone on the same page. When
it comes to seeking approvals, ensure you have them well-documented before
acting. The last thing you want is an accusation of misunderstanding or not
doing a proper job.

5.
Stay calm.

When you’re stuck with a disgruntled client who is making life miserable,
there may be instances where you’re tempted to write a scathing retort.

Remember not to act impulsively. Even though

staying calm
is hard to do, it is the best way to deal with the situation. Losing your
temper and arguing with the client won’t get you anywhere.

Stay calm, put your point forward clearly, and communicate your side of the
story rationally. If the situation worsens, then escalate matters to those
with higher authority.

6.
Know when to walk away.

After spending so much time securing clients and working on their account,
it may be upsetting to

part ways with them. However, when a client becomes difficult to handle and refuses to meet
midway, or if you or your agency must make a stand on a particular issue,
it is often best to call it quits.

Neither party is being served well if the relationship is unsustainable and
increasingly toxic.

You’ll save time and energy by working with clients who respect your time
and have a better understanding of what you can do for them.

When deciding to part ways, do it gracefully and convey the actual reason
behind taking this step. Have an honest, professional conversation and
explain to the client how it is the best course of action for both of you.

There is no way to build a solid agency-client relationship if
collaboration and understanding do not come from both sides. These six tips
to can help tactfully deal with difficult clients and avoid giving in to
them unnecessarily.

Adela Belin is a private educator and a writer at Writers Per Hour. A
version of this article originally appeared on the


Spin Sucks blog.

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