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You’re working with a difficult client on a project. What’s the best way to get them on board?

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Working with a difficult client on a project can be a frustrating and stressful experience. You may face unrealistic expectations, constant changes, poor communication, or lack of trust. However, there are some strategies you can use to get them on board and achieve a successful outcome. Here are some tips to help you manage a challenging client relationship in the context of payment systems.

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Cecelia Vallance

Digital Transformation | Payments | Customer Experience | Innovation
Amaka Onuoha, LLM LLB

Solicitor - England and Wales

1 Understand their needs

The first step to getting a difficult client on board is to understand their needs and goals. Why did they hire you for the project? What are their pain points and priorities? How do they measure success? By asking these questions, you can gain insight into their perspective and expectations. You can also use this information to align your payment system solution with their business objectives and show them the value of your work.

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Mohamed Abdallah

B2B Marketing Expert | Fintech Trends Enthusiast | E-Payments Expert | B2B Content Creator and Brand Builder | Brand Communication | Communications Strategist & Consultant.
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Take the time to understand the client's concerns, motivations, and expectations and Listen actively to their feedback and ask clarifying questions to gain a deeper understanding of their perspective.

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2 Communicate clearly and regularly

Another key to getting a difficult client on board is to communicate clearly and regularly. You should establish a communication plan at the start of the project that outlines the scope, timeline, deliverables, feedback process, and payment terms. You should also update the client on the progress and challenges of the project, and invite them to share their opinions and concerns. By communicating effectively, you can avoid misunderstandings, build trust, and address issues before they escalate.

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3 Set boundaries and manage changes

Working with a difficult client may also require you to set boundaries and manage changes. You should be clear about what you can and cannot do within the scope and budget of the project, and what the consequences of changing the requirements are. You should also document any changes and get the client's approval in writing. By setting boundaries and managing changes, you can protect your time, resources, and quality of your payment system solution.

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4 Handle feedback and complaints

Another challenge of working with a difficult client is to handle feedback and complaints. You may encounter negative, vague, or contradictory feedback that makes it hard to improve your payment system solution. You may also face complaints about the cost, quality, or speed of your work. To handle feedback and complaints, you should listen carefully, acknowledge the client's feelings, ask for clarification, and offer solutions. You should also focus on the positive aspects of your work and highlight the benefits of your payment system solution.

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5 Seek support and advice

The final tip to getting a difficult client on board is to seek support and advice. Working with a difficult client can be emotionally draining and mentally exhausting. You may feel frustrated, angry, or overwhelmed. To cope with these feelings, you should seek support and advice from your colleagues, friends, or mentors. They can offer you emotional support, practical advice, or a different perspective. You can also learn from their experiences and improve your skills in dealing with difficult clients.

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6 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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Cecelia Vallance

Digital Transformation | Payments | Customer Experience | Innovation
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Its crucial to look at successful influencing and stakeholder communication skills, in all client projects, but particularly in Payment Systems as our view is usually a technology, regulatory and compliance perspective. 'Rational Persuasion' is typically a staple in projects, but its often important to consider softer more collaborative influencing tactics including 'Inspirational Appeals', 'Ingratiation' and 'Consultation'.

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Amaka Onuoha, LLM LLB

Solicitor - England and Wales
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1?? Listen attentively: Understand their concerns and perspectives before proposing solutions. 2?? Address concerns directly: Acknowledge their worries and offer practical solutions or compromises. 3?? Build trust: Share relevant success stories or case studies to demonstrate your expertise and reliability. 4?? Set clear expectations: Outline what they can expect from your services or product upfront. 5?? Provide exceptional customer service: Show them that their satisfaction is your top priority. 6?? Stay flexible: Be willing to adapt to their needs and preferences within reason. 7?? Follow up regularly: Check in with them to ensure their needs are being met and address any new concerns promptly.

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Emmanuel Egaga (mMBA)

Helping Founders and Startup's Scale through Data-driven Paid Ads and Content Marketing Strategies
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Build Rapport: Building a positive rapport with the client goes a long way. Show genuine interest in their business, industry trends, and challenges. Personalize interactions, share relevant insights, and foster a collaborative and mutually respectful relationship. Flexibility and Adaptability: Remain flexible and adaptable to changes, feedback, and evolving requirements. Be willing to pivot strategies, revise plans, and accommodate reasonable requests to ensure alignment with the client's evolving needs.

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You’re working with a difficult client on a project. What’s the best way to get them on board?

1

2

3

4

5

6

1 Understand their needs

2 Communicate clearly and regularly

3 Set boundaries and manage changes

4 Handle feedback and complaints

5 Seek support and advice

6 Here’s what else to consider

Payment Systems

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You’re working with a difficult client on a project. What’s the best way to get them on board?

1

2

3

4

5

6

1 Understand their needs

2 Communicate clearly and regularly

3 Set boundaries and manage changes

4 Handle feedback and complaints

5 Seek support and advice

6 Here’s what else to consider

Payment Systems

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