Breaking The Barriers with Difficult Clients
How do you deal with difficult clients?
In my twelve years in business, I have had my share of difficulties with clients. However, the majority have been fantastic clients.
I put my clients into two groups,
1. Clients I will do work for again.
2. Clients that I will not work for again.
There are several different classes of clients I work for. The first is the elderly because they have been robbed of their youth. They can’t help that they aren’t technically aware of how technology works. They are full of wisdom from their life experiences and all we need to do is listen closely. Their lives started when things were slower and they didn’t rush along like the youth of today. All you need is a little patience and a good listening ear.
Another class of clients I typically deal with is the helpers. They want to help you get your job done faster so they can go back to work. Sometimes this is very helpful to us and other times it just slows us done. If they are slowing us down I’ll politely let them know “We got this, it’s what you hired us to do.”
For those clients who keep interfering with our job, I keep in mind they are the boss. Although, it’s going to cost them more because the jobs going to take longer. My time is valuable and if I’m late to my next client because of interference I’ll need to charge you more. Sometimes people forget I have a family to provide for as well.
The next class of clients are those who demand results that are not possible or an unrealistic time frame. I want it to do this or that but the technology is not there yet. They watch TV and think technology works instantly like it does on TV. I politely explain how TV and the real world are very different. Usually, these clients want the sports car experience for the cost of an economy car. I explained kindly to them that prices have jumped in every field due to inflation. I’m sure you can see that from the prices at the supermarket. However, I will give you the best quality parts and services for a good market price and I warranty my work.
Lastly, I occasionally have to deal with a client that is impossible to work for. They present a risk for me or my employees. I have a reputation of installing good-quality parts and services. I will not use inferior equipment or items I know are not up to standards. I’m a professional and spent years learning my trade and know what is going to do the job. There are also government standards to follow. These standards are for the protection of the client and the building codes.
To my surprise, wealthy clients are usually the ones who want to cut corners. They might own five buildings and have millions tied into them but they want to save a few dollars on infrastructure costs. If I could get a better deal on the infrastructure components I would. However, prices are what they are, and if you’re asking me to cut corners and the project fails I am responsible for it and to blame. That’s a risk I will not take. Unfortunately, we are not a good fit for your business. Please contact one of my competitors maybe they can help you.
I don’t mean to be rude but I can’t compromise my integrity and reputation for your project. There are rules and regulations to follow as a professional and that is exactly what I am. Just think if everyone didn’t follow those rules how unsafe your car, furnace, or stove would be.
I have made my living by pleasing my clients with high-quality precision services. I might not be the fastest person you’re going to hire to do your project but I’ll do it right and warranty my work. Not many in this industry offer a thirty-day warranty on services.
So what kind of client are you? Did you take offense? Did my integrity clash with how you do business? I hope you respect my opinion and don’t take offense. I hope you are a good client that lets the professionals do what you hired them to do. I hope you explain in detail what you want to achieve from this project or solution. It is helpful to have more information than we need. You’re in charge but we are the tools you are using to achieve your goals. We appreciate it when a client gives us a detailed list of what they expect from us. Communication is key to the success of your project. Documentation is the key to my successful business best practices. Honesty and trust open the door to a beautiful customer relationship.
