How to deal with difficult clients

Unfortunately, as a self-employed professional or small business owner, there is always a chance you could come into contact with a challenging client. Difficult clients can come in a variety of forms: late payers, those who are over-demanding, unreasonable, are always having to be chased, or, in some instances, are just rude. To help you manage these unfortunate situations, you must prepare yourself with how to react and solve the issue as seamlessly as possible.

Continue reading to discover tips on how to deal with difficult clients.

Stay calm

Dealing with difficult clients can be challenging, but maintaining your composure throughout the interaction is essential. Staying calm and focusing on not taking it personally will allow you to think clearly and respond appropriately. An article from Indeed emphasises how your calm demeanour can allow you to express yourself more articulately, and can help your client to become calmer and more rational.

Listen and empathise

Engaging in active listening is essential whilst managing a difficult client. If your relationship with a client has become strained, due to them feeling unheard or misunderstood in particular, actively listening can help you to build up positive communication by demonstrating empathy and validating their feelings.

Acknowledging their frustrations and letting them know that you understand their perspective can help in establishing trust and making them feel valued, which can be critical in resolving conflicts.

Communicate and acknowledge the issue promptly

Revenue generation platform, Ignition, advise self-employed professionals to reply promptly if a client raises an issue, informing them that a resolution is your priority.

Converse professionally, respectfully and with a positive tone, setting clear boundaries from the start. Clear and concise communication is essential – use simple language, avoid jargon and keep your messages straightforward and easy to understand. Confirm you have understood the issue summarising their main points, as this will minimise any misunderstandings and ensure that everyone involved has conveyed their issues effectively.

Identify the problem

Understanding the root cause of the client's dissatisfaction is crucial. Ask open-ended questions to gather more information and clarify any ambiguities, followed by further research into anything that the client notes, to help you identify and address the underlying issue rather than any side effects it may have caused.

Provide a solution

Once you have identified the problem, work collaboratively with the client to find a suitable solution. Offer options and explain the benefits of each, working to empower the client and help them feel involved in the decision-making process.

Adopting a problem-solving approach when dealing with difficult clients will allow you to focus primarily on solutions and fixes rather than dwelling on the situation which has arose. This proactive mindset helps in addressing their concerns effectively and demonstrates your commitment to resolving the problem.

Establish a conflict resolution plan

Having a conflict resolution plan in place helps you and your team to manage disputes effectively. This plan should outline the steps to take when a conflict arises, making sure that all parties know what to expect. Provide adequate training for the plan so that everyone works from the same framework.

Leading global financial technology company, SumUp, provide an example of how your framework may appear:

• Acknowledge the client’s concerns and show empathy.
• Assess the situation fully, gathering more information and asking follow-up questions if necessary.
• Seek a resolution — propose possible solutions and outline concrete steps for how to move forward.
• Foster alignment to ensure that the client agrees with how to proceed, and, if necessary, spend time with the client to re-establish goals and expectations.
• Implement the proposed solution(s) and monitor progress, and keep in regular contact with the client.
• Follow up with the client to hear their feedback and confirm if they are happy with how their concerns have been dealt with.

Know when to walk away

Despite managing expectations, if the client is simply not the right fit, you may need to consider parting ways. Ending a difficult client relationship can be challenging, but it may be necessary in order to maintain your professional integrity and well-being.

If the time comes to end a professional relationship, approach the situation with professionalism and provide ample notice to allow for a smooth transition. Forbes recommends choosing a method which fits the situation and the client’s preferred communication style, keeping it professional, and straightforward.

Review and learn

Each interaction with a difficult client is an opportunity to learn and improve – after the situation has been resolved, take the time to review what happened and learn from the experience. Reflect on what worked well and what could be improved, and use these insights to enhance your approach in future interactions. Difficult interactions can help you to create boundaries for yourself and your business, and can teach you how to handle any similar situations in the future.

Continuous improvement is key to effectively managing difficult clients.

Consider your insurance needs

Purchasing professional liability insurance can help you with any difficult situations which may arise in your profession, providing protection against allegations of professional negligence (such as providing poor or inadequate work or services to your client), helping to cover the legal costs and expenses to defend yourself, as well as any compensation that may be payable to your client.

Markel Direct customers also have access to a 24/7 legal helpline and legal document hub for advice on the best course of action to resolve your issues.

Discover help and guidance for self-employed professionals, or find out more about our insurance solutions for self-employed professionals.

Please note: This article provides guidance for information purposes only. It should not be relied upon wholly when making or taking important business decisions – always seek the services of an appropriately qualified professional. The views expressed by websites referenced to are limited to those of the websites, and do not necessarily reflect the views of Markel Direct.