Just because you cannot control a difficult client’s behavior does not mean you cannot influence their perception of the issue. Setting clear boundaries and expectations helps to avoid any misunderstandings. Take your emotions out of it, if they need to vent, let them. You will learn a lot about the real issues just by being a good listener and empathizing with them. Keep in mind that leadership is not always about winning, It’s about solutions.
Your ability to maintain your composure and address their concerns with confidence sends signals to the client that they are talking to someone in authority who they can trust. At the end of the day, there are things we can do for the client and things we can’t do. So it’s important that you know when to walk away. Sometimes, no matter what you do it’s impossible to please every client every time. By focusing on what you can solve, not what you can’t, you maintain control of the situation and uphold your professional values, regardless of a client’s ultimate satisfaction.
So it’s important that you know when to walk away. Sometimes, no matter what you do it’s impossible to please every client every time but it is possible to let them know their business is important to you by communicating clearly, honestly, and respectfully, even when delivering difficult news.
