Dealing with difficult clients

Ever had a client who changed project requirements more often than they changed their socks? If you're nodding, you're not alone. Welcome to the world of difficult clients - a rite of passage for every independent professional.

In this article, I’ll discuss the common characteristics of difficult clients, offer tips for identifying them early on, and provide best practices for managing them effectively.

What is a difficult client?

My definition of a difficult client is a stakeholder who makes it harder for you to deliver a great outcome for them as a client.

In other words, I don’t necessarily mean clients who challenge or question you - as long as it’s done in a respectful manner - but rather behaviours that are detrimental to your deliverables, and/or make it a toxic place to do your work.

This can be issues such as unclear or changing expectations, a lack of communication, unreasonable deadlines, inappropriate personal behaviour, to name a few.

In the next sections I’ll go through:

• How to avoid difficult clients in the first place
• Early warning signs of difficult clients
• How to deal with three types of difficult clients:

Scope Creepers: Tackle clients who change project goals or expand the scope without your approval.

The Houdinis: Minimise the risk of client stakeholders going AWOL on you.?

The Puppet Masters: Handle clients who want to micromanage every aspect of your project.

How to avoid difficult clients

Dealing with difficult clients can be a draining experience, which is why taking steps to avoid them in the first place is essential.

Easier said than done of course - “beggars can’t be choosers” and all of that. That said, there is a lot you actually can do in your active prospecting in terms of focussing on the clients that are less likely to be difficult:

• Marketing messaging: One way to do this is by paying close attention to your messaging, making sure all your communication is of the highest standards, and that all collaterals are tailored towards the type of clients you want to attract.

You can take this one step further:

• Make sure that your marketing not only showcase your skills but also your work style and values. Clients who identify with your approach are more likely to be easy to work with.By showcasing your expertise and creating high-quality marketing materials, you can attract high-quality clients who fit your business better.
• Leverage your network: Don’t underestimate the power of your network in helping you find the best clients. Create a referral program, ask for referrals and reviews before taking on new clients, and leverage your network to find like-minded clients.
• An effective onboarding process: This is crucial, as it provides an opportunity to communicate your expectations, pricing, and processes upfront.

That said, most of us will still end up in situations where we will have to deal with potentially difficult client stakeholders. By clearly recognising such situations, and then implementing the strategies outlined below, independent consultants can navigate the challenges - and still achieve success.

Early warning signs of difficult clients

One of the key steps in dealing with difficult clients is to identify them early on in the process.?The aim is to avoid potential challenges from becoming actual difficulties.?

Easier said than done though!

Ever heard the saying, "Forewarned is forearmed?" Well, when it comes to difficult clients, let's just say you'll need more than a suit of armor.

You'll need a crystal ball, a four-leaf clover, and maybe even a garlic necklace. But since those are in short supply let's stick to some warning signs you can actually use:

• Changing scope: Meet "The Scope Creepers." These folks treat the project scope like it's a suggestion box, not a contract. "Oh, you've almost finished the website? Great, now make it an app, too!"
• Non-communicators/ lack of timely feedback:?“The Houdinis” of the client world. One minute they're bombarding you with emails, and the next, they've vanished. You'd have better luck getting a reply from a message in a bottle. But the deadline you agreed to in the beginning stays the same of course.?
• Micromanagers:?I’m sure you’ve encountered “The Puppet Masters” before. These clients want to be heavily involved in every step of the process, making it difficult and inefficient for you to deliver your project.

So, these are some very real client types you may encounter as an independent professional.

The big question now, of course, is: How do you address these characters in the real world?

How to manage difficult clients

1. Dealing with scope creeps and unrealistic client expectations

"Scope Creepers" are not normally evil people. Beneath the surface is probably an ambitious stakeholder who has realised how great you are, and want as much as possible of your invaluable insights for the short time they are graced with your presence. At least telling yourself this makes the process slighly less painful.

Your opening gambit? Clearly define the scope of the project, and make sure the client is heavily involved in the process.

Before starting the project, make sure you clearly understand the client's goals and expectations and that you and your client are aligned.

Developing and agreeing a detailed scope with your client stakeholders gives you three distinct advantages and sets you up for success:

1. It allows you to demonstrate your value, build rapport with the client and create shared accountability of the project.
2. You avoid expectation gaps and ambiguity.
3. It reduces the risk of scope creep, as deliverables are clearly defined.

Want more details on the importance of scoping, and what a great scope looks like? Check out the comments for a link to an in-depth article on Outsized’s site.

A tight, jointly agreed scope may not be your only problem to ensure a smooth project...

Getting timely client feedback during your project

Ah, the “Houdini” clients.

Not an uncommon type of person in any professional situation. And to be fair, there are often valid reasons why managers or client stakeholders vanish without a trace when you most need feedback on your project. But that doesn’t really help you, there and then, so let’s go through how you can minimise the risk of it happening.

But…firstly, let's get one thing straight: feedback is a two-way street.

As a freelancer, you're not just a feedback receiver; you're also a feedback giver. Establishing a culture of feedback with your client not only makes it more likely that they'll reciprocate but also sets the tone for a collaborative relationship.

Now, let's dive into the nitty-gritty:

• Communicate the importance of timely feedback: Let the client know that timely feedback is essential to keep the project moving forward and to ensure that the deliverables meet their expectations. Explain that delays in feedback will cause delays in the project's completion and additional costs.
• Schedule regular check-ins: Think of these as your project's "pit stops." Regular check-ins, be it daily, weekly or bi-weekly, offer a chance to refuel, recalibrate, and make sure everyone's still reading from the same map. ?
• Follow up on overdue feedback: If the client misses a deadline for feedback, follow up with them to remind them of the importance of providing feedback on time. Be assertive and explain that you cannot proceed with the next steps without their feedback.
• Be flexible: Be open to feedback provided in different forms, such as video calls, screen sharing, or annotations on shared documents. This will allow the client to provide feedback in a way that is most convenient for them.

Lastly, don't underestimate the power of project management tools such as Asana, Trello, Monday or Basecamp in terms of keeping track of the project's progress, as well as using it as a basis for communicating with your client.

The science & art of managing micromanagers

There are no two ways about this – micromanagers, aka “Puppet Masters”, can be very challenging; the workplace equivalent of helicopter parents. They hover, they swoop in, and they can’t seem to let go.

What you must remember is that micromanagers tend to be nervous about their own abilities, and often project this insecurity on others. Understanding where they're coming from can help you design processes to manage their anxieties and, importantly, keep your project on track.

Practical ways to deal with micromanagers in a project

• Set clear boundaries?and communicate them in a friendly but clear manner from Day 1. Clearly define who's responsible for what. Think of it as setting up a "Do Not Cross" line, but instead of crime scene tape, you're using clear communication.
• Overcommunicate. Yes, you read that right. When dealing with micromanagers, more is more. Keep them in the loop with regular updates. It's like giving them a telescope to watch you from a distance, satisfying their need to oversee without actually hovering over you.
• In addition to the project management tools mentioned earlier, consider using visual aids like?Gantt charts. It's like giving them a map and a compass; they can see where you're going without having to sit in the passenger seat giving directions.

Sure, managing a Puppet Master in this way might add a few more tasks to your to-do list. But let's be honest, it's a small price to pay to avoid having someone constantly breathing down your neck, asking for updates as if they were tracking a food delivery order.

Conclusion: Best practices for managing difficult clients

Navigating difficult client stakeholders is as much a part of being an independent as chasing invoices and coffee overdoses.

However, by being attuned to common characteristics, setting clear boundaries, and having a tight scope, you're already ahead of the game and you’ll be known and The Freelancer Who Lived.

Add to that a robust communication strategy, and you're well on your way to managing these challenging clients effectively - and delivering successful results in what otherwise would have been a difficult situation.

So, if you've got any additional insights, tips, or even some good old-fashioned venting to do, the comments section below is your stage. Let's keep the conversation going.

Feel free to share your thoughts and experiences. We're all in this together, after all.

Until next time,

Niclas

PS. Check the comments below for some useful links.