As a self-employed entrepreneur, you will sometimes face difficult clients who can test your skills and your patience. In this guide, we will give you some tips and tricks to better manage these delicate situations.
Identify a Difficult Customer
It is essential to quickly recognize a difficult customer to avoid wasting time and energy in an unproductive relationship. Here are some signs that may indicate that you are dealing with this type of customer:
- Multiple requests or unrealistic demands: the client constantly expects more than what was initially agreed upon, without necessarily being ready to pay more.
- Disrespect: the customer is rude, aggressive, devalues your work, or comes off as condescending.
- Unable to make a decision: the client often changes their mind, hesitates between several options and cannot project themselves into the project.
- Reluctance to pay: the customer always tries to negotiate prices, delay payments, or obtain unjustified discounts.
Solutions to Improve Handling Difficult Customers
If it is impossible to completely avoid difficult customers, there are certain strategies to minimize their impact on your business.
1. Clearly define your services and expectations
To avoid misunderstandings and conflicts with clients, make sure you are very precise in the description of your services and your general terms of sale:
- Describe in detail what is included and what is not;
- Indicate your rates, payment terms and penalties in case of delay;
- List the possible warranties and insurances offered by your company;
- Set up a forecast calendar that will be followed throughout the project.
The more transparent and rigorous you are in these documents, the less the client will be able to negotiate or obtain free services.
2. Maintain open and empathetic communication
The best way to effectively manage a difficult customer is to stay calm, polite and professional. It is pointless to be aggressive or take remarks personally. Instead, take the time to attentively listen to the customer’s requests, validate their satisfaction, and propose solutions or alternatives if needed.
If you feel that the situation is getting tense, do not hesitate to take a break to regain your composure and think about the next steps to follow. It is often more interesting to remain conciliatory and to demonstrate diplomacy to preserve the relationship rather than to become stubborn and risk losing the client.
3. Knowing how to say no
One of the most common mistakes of self-employed workers is to want to satisfy their customers at all costs, even when faced with unreasonable demands or ones unrelated to their expertise. Learning to say no can be difficult, but it’s an essential skill for preserving your resources and maintaining healthy, respectful professional relationships.
Do not forget that you are the best judge to determine what is achievable or appropriate for your business. You can refuse certain requests or direct the customer towards other providers who would better meet their needs.
4. Call on a third-party mediator
If it seems impossible for you to resolve a conflict with a difficult client yourself, call upon a neutral mediator to attempt to find a amicable solution. This could be a lawyer, a business coach or any other independent professional specializing in commercial dispute resolution.
The mediator will play an important role by facilitating communication, clarifying points of disagreement, proposing constructive solutions, and ensuring the respect of everyone’s rights.
Choosing Your Clients Wisely to Avoid Difficult Relationships
The best way to effectively handle difficult clients is to avoid them as much as possible. Here are some tips for better selection of your clients and to only work with people who share your values and respect your expertise:
- Analyze potential requests and projects carefully, and compare them to your skills and professional interests;
- Check the client’s reputation and background in directories or with colleagues who have already worked with him/her;
- Entrust projects too far removed from your core business to other providers rather than risking an uncertain experience;
- Be demanding during the prospecting phase and do not hesitate to refuse clients whose terms do not seem acceptable to you.
By taking these precautions and following the advice offered in this guide, you should be better equipped to handle difficult clients and face the challenges encountered as a self-employed.