7 Ways to Manage Even the Most Difficult Client

We've all had one. That client who on a good day is not the easiest person to get along with! Managing them can drain your energy and make you cringe each time the phone rings! But that is exactly what you need to be doing - managing them and all of your client relationships. Taking the lead in your client relationships places you in a proactive position and will even help you to anticipate even your most difficult client's needs. The key to a happy client relationship is being clear and in charge of how you are providing your services and then communicating exactly this to your client. You don't need to provide them with every detail of how you run your business, just enough information to give them a sense of understanding so that the questions in their mind are answered. How can you proactively manage even the most difficult client? There are many ways clever ways you can manage your client so that they feel cared for and regard you and your business with trust and respect. Here are seven simple ways to get you started. Routinely Check In With Your Client. Reach out to your client to say hello and check-in and see how they and their business are doing. Remember, to keep the call short and professional. The purpose of this call is to not follow-up on any missing information you may need from the client. It is purely a feel good call. Plan Ahead. Make it a point to plan at least three months in advance for all of your client accounts. This will help you to anticipate their needs and place you in a proactive position. Be sure and discuss what is coming up for your client directly with them so that they gain the sense that you have their needs covered. Create A Set Schedule for Client Work. Creating a set schedule for when work will be performed on each client account helps everyone involved with the account to relax and know when events are going to occur. This helps clients to know when to submit their information for processing and when the finished product will be returned to them. Say What You Do and Do What You Say. If you tell your client you are going to do something and have it completed at a specific time, be sure that is what you are doing! Saying you will do one thing and then not delivering what you have promised creates distrust in the eyes of your client. Ask for Feedback on Your Services and Listen to Your Client. This may be hard at first. I guarantee you that you will garner some very important information that will not only help you to improve your services, it will also help you forge a stronger working relationship with your client. Send out a Quarterly Recap Report. Once a quarter, send your client a brief one-page overview recapping the events of the previous quarter and HOW you helped them. I cannot even begin to write about the many benefits you will reap from this recap report. Share Your Successes With Your Clients. Everyone likes to hear good news and be associated with people who are successful. Be sure and share when you add someone to your staff or if you've added new technology to enhance the services you will be providing to your clients. Remember, it's that personal connection that matters most and will help you to create long-lasting client relationships. Take some time today to think about how YOU can better manage your client relationships. Then chose at least one way to implement this month. Who knows, that grumpy client could become your biggest advocate!