You’re working with a difficult client in financial services. What can you do to adapt?

1 Identify the problem

The first step to dealing with a difficult client is to understand what is causing the conflict or dissatisfaction. Is it a communication issue, a mismatch of expectations, a personality clash, or a technical error? Try to listen to the client's concerns, ask questions, and clarify their goals and needs. Sometimes, a simple misunderstanding can be resolved by clearing up any confusion or misinformation.

2 Empathize and apologize

The next step is to show empathy and apologize for any inconvenience or disappointment the client may have experienced. Even if you think the client is being unreasonable or unfair, acknowledging their feelings and expressing regret can go a long way in defusing the tension and restoring trust. Use phrases like "I'm sorry you feel that way" or "I understand your frustration" to demonstrate that you care and respect their perspective.

3 Offer solutions and alternatives

The third step is to offer solutions and alternatives that can address the client's problem or meet their expectations. Be proactive, creative, and flexible in suggesting options that can benefit both parties. For example, you can propose a different timeline, a revised budget, a modified service, or a referral to another expert. Explain the benefits and drawbacks of each option and let the client choose what works best for them.

5 Seek feedback and improve

The fifth step is to seek feedback and improve your performance and service. Ask the client for their opinion and suggestions on how you can improve your collaboration and satisfaction. Listen to their feedback and thank them for their input. Use it as an opportunity to learn and grow from the experience. You can also ask for testimonials or referrals if the client is happy with the outcome.

6 Know when to walk away

The final step is to know when to walk away from a difficult client if the situation becomes unbearable or unproductive. Sometimes, no matter how hard you try, you may not be able to please or work with a client who is abusive, dishonest, or unreasonable. In that case, you may need to end the relationship in a respectful and professional manner. Explain your reasons, provide any deliverables or refunds, and wish them well.

7 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?