Overcoming 3 Types of Troublesome Clients

If I asked you to think of a ‘troublesome’ client, I'd be willing to bet that at least one would spring to mind pretty quickly!? These challenging individuals come in various shapes and sizes, and understanding their different characteristics can prove instrumental in devising effective strategies to manage them. Whether it's wanting more than what they're paying for, being extremely needy or painfully indecisive, let's explore some pragmatic ways to overcome the hurdles they present! Feel free to add your thoughts, experiences and insight.

Customer 1: Wanting more than what they pay for

One of the most common types of troublesome customers are those who always want more than what they paid for. They have a habit of making unreasonable demands, asking for extra services and discounts, and constantly trying to get 'more for their money'.

I believe the key to managing these customers is to set clear expectations from the very beginning, and continue to reinforce them through effective processes and communication:

• Clearly outline what your service entails and what it does not. It's also important to communicate any additional costs or fees for extra services upfront.
• Have a policy in place for handling unreasonable demands and stick to it firmly without compromising your business values.
• Create effective processes such as automated approvals with assigned users (internally and externally). This provides consistency, showing that you're unwavering in how and when you provide their service.
• Don’t discount! Reduce the scope of work, not the cost!?

Building these healthy boundaries can be challenging during the initial months, but the effort is worthwhile in the long term. By setting boundaries and clarifying expectations, services can be expedited. Ultimately, it is up to you to adhere to these processes and reinforce the message. While some individuals may choose to leave, their departure is ultimately their loss. Remember, every time you say “yes” to something, you say “no” to something else!

Customer 2: 24/7 Communication

Before dismissing a client as difficult, take a moment to review the type of communication they are sending. There are plenty of reasons a client might be reaching out frequently or at odd hours.

Here are a few types of communication that could indicate they are unsure of the service or have other concerns:

1. Clarification Queries: These are requests from your client seeking further information or understanding about your service. It can be about processes, timelines, deliverables, responsibilities, or any other aspect.
2. Concerns and Complaints: These are more critical communications where the client is expressing dissatisfaction or concern about a particular aspect of your service. It could be about the quality of work, time management, cost, communication, or other service-related issues.
3. Request for Revisions: Frequent requests for changes or alterations in the work provided can indicate that the client is not fully satisfied with your service or that there may be some misunderstanding about what they expected.
4. General Inquiries: This category includes any questions or inquiries that don't fall into the other categories. It could be anything from asking about your other services to seeking advice or input on somewhat related topics.

For instance, if clients frequently seek clarification regarding the delivery of your services, it is worthwhile to review your processes for their ease and clarity. Additionally, ensuring that the client has been fully briefed on these processes. Make sure that you/your team are making note of any frequently asked questions and consider answering these in a document/video during onboarding or providing the answers when submitting work to the client to approve/sign off on.?

However, some customers will always expect to have constant access to you and your firm. They may demand immediate responses to emails, calls and messages at any time of day or night, even on weekends and holidays.

To manage these customers, it's crucial to establish boundaries and communication channels from the start. Let them know your business hours and when they can expect a response from you. Consider setting up automated email responses for after-hours enquiries and designate specific times for responding to messages. It's also important to be consistent with your communication and not deviate from the established boundaries.

Customer 3: Indecisiveness

Another type of troublesome customer is the one who can't seem to make a decision. They may constantly change their mind, ask for multiple quotes or samples, and delay the purchasing process. This can be frustrating as it takes up time and resources.

However, dealing with indecisive customers can often provide valuable insights into potential improvements within your business. If a substantial number of potential clients display indecisiveness, it might be indicative of certain trends and patterns that need to be addressed.

• Complexity of your offerings: Assess your service from the perspective of a potential client. Is it easy to understand? Are the benefits and features clearly laid out? If not, simplifying your services, descriptions or offering more detailed information can help.
• Lack of clear solutions: Look for patterns in how these indecisive clients interact with your team. Are there common questions or concerns raised? Are they often seeking additional information? If so, addressing these issues directly and proactively could help speed up decision-making and improve the overall customer experience.
• Complicated sales process: Examine your structure and the process clients must go through before they become a client If this journey is convoluted or unclear, it could be causing indecision. Streamlining this process, providing clear points of contact, and ensuring potential clients understand each step of the process could alleviate some of the indecisiveness.

Try to understand their indecisiveness by asking specific questions about their needs and preferences. Offer guidance and suggestions to help them make a decision, but also set a timeline for when they need to make a final decision- your time is valuable!

So, should you take on these clients?

It's a tough one. On one hand, these customers may bring in revenue and help sustain the firm. On the other hand, they may also cause stress and headaches for the team.

In my opinion, whilst acquiring new customers is important for growth, maintaining a positive reputation and healthy working environment is crucial. So I would evaluate each situation carefully and make the best decision for the firm's success.

Keep in mind that difficult customers may just be a small aspect of your overall customer base, and it is important not to let them overshadow the majority of your satisfied and loyal clients.

Do you take on these clients? Would love to hear your thoughts!

Kayleigh Graham