How to Deal With Troublesome Clients…
By
Some Clients are Troublesome
We’ve all had them.
Those clients that no matter what you do they will not be happy.
You could literally make them look like a Hollywood A lister on Oscar night ans still they’d find something to complain about.
And it really can get us down.
You and your staff do your absolute best to look after them, answer their questions, not patronise them, not shout at them and provide the level of service they deserve – but still they moan and too often it can even be personal.
I have a very simple philosophy about these troublesome folks.
THREE strikes and they’re out. Gone, no more, not allowed to return.
First strike – politely ask them how you can fix the problem.
Second strike – let them know they are welcome to go elsewhere if between you you cannot get things right. Say something like “Look, you’ve given me a lot of money, that’s nice. I would like to keep you as a client. But i’s clearly not working out. Please either stop being so troublesome or I’ll happily refund all your money and you’re welcome to go elsewhere.”
Third strike – they’re out – get shot of them.
You see, the thing is. These troublesome folk take up WAY too much time. And no amount of money is worth the stress they give you. PLUS, there are just TOO many other WONDERFUL clients around.
Don’t be meek, don’t be scared, don’t be afraid to tell them.
In MOST cases just by standing up to them you’ll find they become like ‘putty in your hand’…
And keep in mind that keeping them around will have an impact on your GREAT clients – and they deserve better…
Best, Henry.
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