One of the stressors of being an entrepreneur is working with difficult clients. While it, unfortunately, cannot be avoided, there are ways to approach these clients with professionalism. Below are four clients you will undoubtedly meet as an entrepreneur. Do they sound familiar? Many people still believe “the customer is always right”, and for the safety of your business, they usually are. However, if your processes are in place, it’s okay to stand your ground. Read about their behavior, and the suggested approach you can take.
Difficult Client #1: Mr. Indecisive
Mr.Indecisive asks you to do some work for him, however, he is quite vague about what he wants. After taking as many details as you can, you begin working on his project. When you show him your preliminary work and discuss the direction you’re taking, he informs you that he has changed his mind. Due to his changes, you change course and come up with a new proposal. Once again, he has changed his mind and decides the original proposal is better, and what you were producing the first time was the right thing after all!
Your Approach: This client will cost you time, money, and energy. He will also cause you unnecessary stress and frustration. While you want to please the client, you do need to be direct with him at the beginning. Ask him to write down clearly what he wants before the project starts. Put the scope (objectives and requirements) of the project into a contract that needs to be signed by both parties. If he changes his mind after the start date, you could bend to his wishes, but you also have the right to say ‘no’ if you have already spent your valuable time on the project.
Difficult Client #2: Mr. Pester
Mr. Pester loves to talk. The only problem is, he loves to talk to you about everything to do with the project. You find yourself inundated with phone calls, emails, and Facebook messages. He has even made a personal appearance at your workplace to check on the progress of his project. He’s only trying to make sure everything is on track, but his anxieties are causing him to pester you incessantly. You’re supposed to be the expert, but Mr. Pester still insists on micromanaging everything you are doing, at every minute of the day.
Your Approach: You can keep this client at bay by automating your business communications. Set deadlines and schedule update meetings to keep him abreast of your progress. Be sure to stick to your deadlines and appointments to ensure his anxiety doesn’t get the best of him again.
Difficult Client #3: Mrs. LatePay
Mrs. LatePay has too much to focus on in her life, rather than worrying about how you are going to pay the bills. Invoice after invoice is sent to her, only to be ignored. Occasionally, you receive the “I’ll pay you soon” text, then realize its been weeks and you still haven’t received a payment. You are becoming resentful and frustrated, and are wondering what options you have left.
Your Approach: Prepare a contract that includes the agreed upon date of completion, and when payment must be made. A contract is legally binding, so if your client doesn’t pay, you have the right to hire somebody signed up by a Credit control recruiter to procure the money on your behalf. Another option is to set a timetable and organize payment to be made at regular stages of the project. It may be that the client is forgetful, but they may be short of funds as well. Honest conversations will help ensure the pricing you set is affordable.
Difficult Client #4: Mrs. ThatWon’tDo
Mrs. ThatWon’tDo is not happy. Apparently, the work that you have already completed does not meet her standards. She begins to tell you exactly how she would have done it and now expects you to redo the work from scratch.
Your Approach: Before you being the project, find out exactly what she wants, and work according to her specifications. Send frequent updates or reports detailing your progress, and request that she sign-off at each stage. Always keep your conversations professional and civilized. Again, having a contract is key.
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