The Client from HELL

3 Tools to Keep Your Cool

I’ve taught these tools for a long time.? Recently, I was asked to post this again.? While I never wish this kind of client on anyone, I do hope the ideas and reminders here help.

Dealing with a difficult client, it can ruin your day, night, week or more.? It can also be a huge opportunity.? The most successful I know have mastered the ability to take a client’s negative, hostel energy and jujitsu it back into a positive opportunity to grow both the relationship and the business.? Here are 3 tools that are proven effective or at least might help keep your sanity intact:

1. Think Dumbo:? Remember Dumbo with the big ears.? Get that picture in your head.? In so many cases clients just want to be heard.? Master the art of active listening. Let 'em vent. Really listen. Don't interrupt, nod and smile, make notes, ask for details.? Show that you’re interested.? 9 cases in 10 just listening like Dumbo will defuse the situation.?

a.????? It might not be you.? How often have you been upset with one thing and taken that out on something or someone else?? That could be the case here.? If it is, you could be the one that helps the client back into a better mental space.? Wouldn’t that be terrific for your relationship and ultimately your business together too?

b.???? Pay attention to your body language.? Looking the client in the eyes, open arms, open hands.? On today’s video calls this takes some practice.? A gentle smile, subtle nod, etc..? Practice and work at this.? Remember if you’re on a one on one video call your image is large on their screen.?

c.????? Think Mr. Rogers, kind words and tone matter.? The first step in dealing with an angry client is to deescalate.? Some major retailers send their staff and management to “de-escalation” training as often as monthly.? ?There’s no winner only losers.? Stay calm and project calm confidence.? The goal is to reach the point where cooler heads can prevail.

d.???? If you blew it say so.? “Mildred (the name of my imaginary buyer).? It’s my mistake, I apologize.”? Don’t make excuse(s).? Offer a solution or a make good or whatever your options are.? Key here is “own it” and move on.? Look at the top and Think Dumbo.

1. Pigs Like the Mud: Don’t let yourself get dragged or baited into “a fight”.? You’re a professional, so are they (we hope).? Avoid at all costs the passive aggressive ploy that sucks you into a game of “tit for tat”.? Don’t underestimate this pit fall.? It gets many.? Our goal is calm & solution based.? Anything that’s not leading us in that direction, leave it, don’t respond, let it fall flat.?

a.????? Setting clear expectations from the jump can be a big help. Outline roles, responsibilities, and deadlines. This isn't about being a jerk, it's about preventing misunderstandings. Remember, you're not their therapist or mother (don’t let yourself be put in that position).

b.???? Go the extra mile. ?I know they don’t deserve it.? They wouldn’t do it for you.? I know, I feel you.? Do it anyway.? Because it’s good for your mental health.? You know, in your heart, in all you do you give 110%.? That’s more than anyone can realistically ask or expect.? Shoulders back, head held high, you have done your part.

1. Jump Ship: It's not you (honey), it's me… ?There’s such a thing as a toxic relationship.? There are toxic people in this world (shocking I know).? When you find them, don't be afraid to cut ties.? (Do it, avoid the temptation to try and “fix” or “help” someone).? Toxic is just that, toxic.? You’re worth more, much more.? Your mental health is important, far more valuable than any client. There's always another fish in the sea.

Remember, you're a badass (with kindness). You got this (I believe in you). Now go conquer the situation and turn what was a hostel roadblock into a huge business opportunity.? Or at least survive the encounter. #clienthell #hustle #bossbabe