How to Stay Calm When Handling a Tough Client
Dealing with a challenging client can lead to tough conversations and moments that test your patience. Since many of us have faced situations like this (and if you haven’t yet, you likely will!), here are some strategies that can help you stay grounded and keep smiling.
Negotiate Smartly: Go into pricing discussions knowing your minimum acceptable rate. Offering a "friends and family" discount can be fine, but working for rock-bottom prices can make you feel undervalued and lead to resentment if things go south.
Trust Your Instincts: If something feels off about a client or project, trust your gut. It’s okay to turn down an opportunity if it doesn’t feel right.
Always Use a Contract: Five words: Every. Client. Signs. A. Contract.
Handle Issues Face-to-Face: When things start to go off track, a client might send a scathing email. In such cases, it’s important to respond by saying, "I don’t resolve misunderstandings via email." Conflict resolution is most effective in person. If that’s not possible, opt for a video conference or phone call.
Give Your Best Effort: Even when frustrations arise, always deliver your best work. Never shortchange a client, even if they’re driving you crazy.
Take the High Road: Even when you lose time or income during a stressful situation, it’s essential to treat the client and their team with professionalism and respect.
Own Your Mistakes: Even if the client doesn’t take responsibility for the situation, owning up to your mistakes is the right thing to do. It also allows for reflection and learning—lessons that can help you avoid similar issues in the future.
Practice What You Preach: If your work involves guiding others in effective communication or empathy, keeping those principles in mind can help you navigate tricky situations with grace.
Instead of dwelling on what went wrong, focus on the positives. File the experience under "lessons learned" and move forward with confidence.