Software

Five tips for dealing with high maintenance clients

Certain clients -- and you know who they are -- require some special strategies to make the relationship bearable. Jack Wallen offers some survival tips for handling those problematic clients.

If you are consultant, the phrase "high maintenance clients" probably sends you into a shivering, fetal coma or a beast-mode rage. These clients are at best hard to deal with and at worst insufferable. The problem is... they are your clients and your clients pay your bills. So what do you do when clients push your every button, challenge you at every corner, and make your daily life a living hell? Here are five easy tips to make sure those moments when you must deal with those clients are at least tolerable.

1: Schedule them early

This may be a surprise to you, but the later in the day you schedule problem clients, the harder the appointment will be. More often than not, high maintenance clients tend to take up more of your time than the average client. Because of this, you always want to make sure these clients are not bumping up against what should be your end of day. If they start keeping you from making your way home, your ability to deal with them will diminish exponentially. This tip comes with an asterisk, of course. If you schedule these clients at the beginning or middle of your day, make sure you give them plenty of time; otherwise, you will be bumping those lower-maintenance clients back or even off your schedule. And remember: Give yourself enough time to have that first cup of coffee before you deal with these clients.

2: Schedule them frequently

These clients, generally speaking, are happiest when they think you are their slave. Frequent scheduling will lessen the degree of issues you have to deal with per visit. If this is a maintenance client (one who pays you a set fee per month for a certain number of hours of work), make sure you break this up into frequent visits. This type of scheduling will ensure the problems you are dealing with are less and less severe. If you schedule one long visit (to avoid seeing them and to resolve as many issues as possible), that visit is going to be uncomfortable on both sides of the fence. That is not how you want to maintain a relationship with that type of client.

3: Turn the other cheek

This one is a huge challenge for some. Demanding or difficult clients are really going to have you wanting to speak your mind or rebuff their ridiculous claims with a few choice words. Guess what that will do? At best it will make the relationship worse and at worst it will have your name smeared across town by everyone that client comes in contact with. Yes, it is true that more people are willing to say bad things than good things. Don't let those clients get the upper hand due to a simple slip of the tongue. Wait until you are at home and vent to your spouse or your dog. Always remember that you can catch more flies with honey. It really applies here. After enough honey, those high maintenance clients may realize that you actually do know what you are doing and they can, in fact, trust you.

4: Don't let them bully you, but...

There is always a "but," right? With these types of clients, if you set the precedent that they can push you around, they will. Believe me, you do not want this. If those clients always have the upper hand, they will use it, and you will suffer this until the day you retire. Instead, make sure the client knows that you are in control and you understand what needs to be done to ensure their business is up and running quickly and safely. But while you want to be firm and prevent them from pushing you around, make sure you are not pushing back. Overcoming being "bullied" with "bullying" will cause you to lose clients. And if you lose clients like this... well, you know where that path leads. It's not pretty and it's not lucrative.

5: Fire them

In the end, it's your choice. But if you try your best to secure this relationship and it just will not work, it's in your best interest to "fire" these clients well before everything goes tragically south. Keep in mind that when you do the firing, you should do it without pointing the finger of blame at the client. Do not make the client feel like it is their fault. The fine line you must walk here also requires you to avoid blaming yourself. You don't want to come off as incompetent. Instead, you can go a number of ways with this: You can raise your rates (for that client only, if you're comfortable doing that) to the point where they can't afford your services. Or you can schedule yourself in such a way that the client can't get you in. Another safe method is to tell the client you are scaling back. But in the end, use caution when recommending that client to other consultants. If you send an unmanageable client to a friend or to someone you respect, it could come back to haunt you.

Tread carefully

The unfortunate reality is that there are only so many clients out there, and some of those clients aren't worth dealing with. Clients who bring about the most headaches must be treated differently from those who do not. The decision to keep working with them is yours. If you decide to terminate that relationship, make sure you do so with caution. Your fate is in your own hands -- as is your sanity. Treat them both carefully.

Do you have to work with a lot of high maintenance clients? What strategies do you use to maintain a viable relationship with them?

About

Jack Wallen is an award-winning writer for TechRepublic and Linux.com. He’s an avid promoter of open source and the voice of The Android Expert. For more news about Jack Wallen, visit his website getjackd.net.

8 comments
biancaluna
biancaluna

Current client - beyond demanding. Powerful industry. I tell you what, these folks are bullies, they get their way from almost every organisation they deal with, they are super conservative and they employ people from cultures, well, hmm, nuff said. I do push back when I am bullied and that happens on an almost daily basis. I have refused to deal with several people as they are so aggressive and if I cannot teach people that I don't want the fingerwaving in the face, I don't respect myself. but I phrase it in a constructive way - wouldn't it improve delivery if we find a way to prevent xyz in meetings. But if I see bullying and I don't address it, I could end up in court myself so I have to raise it. This article does not refer to corporate psychology, where someone has to cop blame. I have seen this self fulfilling prophecy at play in almost every client I worked for and with. I am not a slave nor a prostitute and I believe that you teach others how you wish to be treated. There is a fine line between a demanding client and abuse, and some clients step over that line and do need to be told in not to be misunderstood terminology.

paulshotan@hotmail.com
paulshotan@hotmail.com

Suggest to the client that because they appear dissatisfied with your work or service, perhaps they should look elsewhere for a more suitable provider. Most bullies at this point will suddenly realise that you are not desparate or prepared to sacrifice every last ounce of patience and dignity. They will be confronted with the nightmare scenario of finding another company, starting afresh and so on. And most importantly the impetus will be put upon them to consider the state of the relationship. Most often they will panic, buck up their ideas and start to treat you with a little more respect and caution? I've done this and it works. If a client goes ahead and leaves then you know it was never going to work anyway. The relief of dumping (or being dumped by) a difficult client is unbelievably revitalising!!! The client pays the bills but that does not buy them an automatic license to be bullying, disrespectful or abnusive of the business relationship. It is a two way contract .... always.

ISDPCMAN
ISDPCMAN

Respect MUST be established before any business relationship will work. A client that doesn't respect that you're the professional they hired will always treat you poorly. Make sure you discuss that with difficult clients. Remind them they're making an investment in their business by hiring you to be their professional consultant. If they do not respect your professional service then it's best to move on regardless. These clients will NEVER appreciate your work. It's a nasty dead-end.

RockerGeek!
RockerGeek!

I used to do phone tech support for U-verse. Now I do phone, remote, and in person tech support for the faculty and staff of IUPUI (those who choose to be our clients, of course). So far, at IUPUI, no horrible people yet. Some that were in a rush b/c they wait until ? hr before their lecture to call us. But w/u-verse support I learned one valuable thing to do w/a disagreeable, high maintinence, breathe-down-your-neck-in-case-you-screw-up customers: If you are sickly sweet, and smile a lot and stay calm: they have NO clue what to do. Oh, and I consistently got ?very satisfied? reports from those customers. On the ironic side of things, I'm extremely patient w/humans, but not w/machines XD Good luck to all of you w/those lovely clients!

paulshotan@hotmail.com
paulshotan@hotmail.com

Bianca.... good for you. No client is worth enduring misery and stress. They'd fire you at the drop of a hat so have no qualms about doing the same.I don't care if somebody is a squillionaire or the Queen of England, They are no different to you or me and money doesn't buy anyone the right to abuse. The corporate world is frequently a hotbed of institutionalised bullying and ignorance where stomping on people is too often the encouraged way up. Well not for me it isn't. Big account or not, we treat each other with mutual respect or we part. If we all adopted and enforeced this approach the working world would be a far better place. Nuff sed. Stick to your morals gal.Like bad boy/girlfriends, lay down the ground rules and if they are ignored..... dump'em.

gzogt
gzogt

@paulshotan@hotmail.com  Sir you are a genius. I have tried it yesterday on an obnoxious customer and was actually a bit terrified before I hit send, but today she seemed like a completely different person!

robo_dev
robo_dev

In an organization, you quickly learn who are the 'frequent fliers' who break everything and who are not. Some 'great moments in support' that I recall are: a) A support person shouting over the phone "look, lady, obviously you know more about this that I do, but...." b) A user who recognized the shoes of the support guy when he was in the restroom, and started to ask him questions (true story). The support guy's response was something like "Da___it, I'm trying to_________here, leave me the _______ alone" c) There was this woman who was the 'worst user in the world': the secretary to the VP who would chew up and spit out support people for fun. That went on for years until the support manager caught her stealing a computer monitor, getting her fired on the spot. (Divine Justice)

RockerGeek!
RockerGeek!

On one hand, the "wow IT knows everything!" vision is great. On the other, it's annoying >_

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