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How do you give feedback to difficult clients?

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Giving feedback to clients can be challenging, especially when they are difficult, defensive, or resistant to change. However, feedback is an essential part of performance management, as it helps clients improve their skills, achieve their goals, and overcome their challenges. In this article, you will learn some effective feedback techniques that can help you deal with difficult clients and foster a positive and productive relationship.

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Kate Sotsenko ??

I free up 30% of your time from bad busy work | Productivity & Leadership Coach for mid-senior leaders & teams | Save…
Amanda Cookson

Helping Tech Leaders turn "OK" teams into high-performers | boosting retention, profit, and productivity | Team Reset…
Glenwood Avery, Jr, MHRM

HR Leader l People Champion l Talent Strategist l CVS Health Talent Acquisition Business Partner

1 Identify the purpose

Before you give feedback to a difficult client, you need to identify the purpose of your feedback and the outcome you want to achieve. Do you want to praise their progress, correct their mistakes, suggest new strategies, or address a specific issue? Having a clear purpose will help you focus your feedback on the most relevant and important aspects, and avoid unnecessary criticism or confusion. It will also help you communicate your feedback in a positive and constructive way, and show your client that you care about their success and satisfaction.

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Kate Sotsenko ??

I free up 30% of your time from bad busy work | Productivity & Leadership Coach for mid-senior leaders & teams | Save your spot for my free goal-setting workshop ↓ "Visit Website" ??
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Productive conversations start with the end in mind. => what's the outcome I want to achieve? 1/ write the outcome down - make it specific and detailed Yes: highlight our satisfaction for work on project X No: say we're happy with their work 2/ prepare 3-5 bullet points to guide the conversation 3/ prepare questions to ask for constructive feedback back Feedback is more meaningful when it's a two-way street. #TheGoodBusy

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2 Prepare your feedback

Once you have identified the purpose of your feedback, you need to prepare it in a way that is clear, specific, and actionable. Utilizing the SMART framework can help guide your feedback preparation. This acronym stands for Specific, Measurable, Achievable, Relevant, and Time-bound. Your feedback should specify what the client did well or what they need to improve, with concrete examples and evidence. Additionally, you should measure the impact or results of the client's actions using quantifiable data or indicators. Moreover, make sure that the goal is realistic and attainable based on the client's current skills and resources. Furthermore, your feedback should be related to the client's overall objectives and expectations and align with their values and motivations. Finally, time your feedback to a suitable moment when the client is ready and receptive to hear it, and set a deadline or a follow-up plan for the next steps.

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Glenwood Avery, Jr, MHRM

HR Leader l People Champion l Talent Strategist l CVS Health Talent Acquisition Business Partner
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When dealing with difficult clients, it is crucial to provide concise feedback. First, remain calm and composed throughout the conversation. Address their concerns with empathy and understanding, acknowledging their frustrations. Then, offer practical solutions to their issues while highlighting the benefits it will bring to them. Lastly, maintain open communication, ensuring them that you are there to support and find a mutually beneficial resolution.

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Kate Sotsenko ??

I free up 30% of your time from bad busy work | Productivity & Leadership Coach for mid-senior leaders & teams | Save your spot for my free goal-setting workshop ↓ "Visit Website" ??
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Make your feedback factual. We all have emotions and thoughts. But they're subjectives. Facts make feedback objective. To have facts, it's important to be organized, have proper tracking systems and regular check-in methods. #TheGoodBusy

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3 Deliver your feedback

When delivering feedback to a difficult client, you need to use effective communication skills and techniques to overcome their resistance and build rapport. To do this, it's important to choose an appropriate channel and setting for your feedback, depending on the nature and urgency of the feedback, as well as the client's preferences and availability. Begin with a positive and sincere statement that acknowledges their strengths, achievements, or efforts, and express your appreciation and support. Additionally, the sandwich method can help you structure your feedback in a balanced way, sandwiching the negative or constructive feedback between two positive or reinforcing feedbacks. Moreover, use the "I" language when expressing your feedback rather than the "you" language. Open-ended questions can also be used to invite the client's input, feedback, or suggestions, while actively listening to their response and acknowledging their feelings. Lastly, summarize your feedback and confirm your understanding with the client. Check if they agree or disagree with your main points of feedback, clarify any misunderstandings, and ask for confirmation or further feedback.

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Amanda Cookson

Helping Tech Leaders turn "OK" teams into high-performers | boosting retention, profit, and productivity | Team Reset Program ￡6,599 | DM me for more
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Can you ask a question instead? Neuroscience suggests that giving people unsolicited feedback is the least effective way to help people respond to feedback in a positive way. Can you ask a question instead? By asking a question you help people to self-reflect and explore the area of development for themselves. Questions help you to understand their experience and understanding of a situation. If your experiences aren’t aligned you can ask your client if they would like to hear your perspective. You are less likely to trigger shame and more likely to have a productive conversation.

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4 Follow up on your feedback

Delivering feedback to a difficult client is a challenging task, but it can be rewarding. To ensure your feedback is effective, you should provide ongoing support and encouragement to the client, review and evaluate their actions and results, adjust your feedback and strategies according to their needs, and maintain regular communication. Additionally, recognize and celebrate their achievements, provide positive reinforcement for their efforts, offer constructive feedback on their strengths and weaknesses, suggest areas for improvement or development, be flexible in adapting to changing circumstances, preferences, or challenges, and solicit their feedback or opinions on your feedback or services. With these techniques in place, you can help your client achieve their desired outcomes while also improving your performance management skills and enhancing your client relationship.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you give feedback to difficult clients?

1

2

3

4

5

1 Identify the purpose

2 Prepare your feedback

3 Deliver your feedback

4 Follow up on your feedback

5 Here’s what else to consider

Performance Management

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How do you give feedback to difficult clients?

1

2

3

4

5

1 Identify the purpose

2 Prepare your feedback

3 Deliver your feedback

4 Follow up on your feedback

5 Here’s what else to consider

Performance Management

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