How best to deal with demanding Clients?
One of the most rewarding aspects of being a VA or small business owner is that we have the freedom to choose who we’d like to do business with. This kind of flexibility allows us the opportunity to build some great client relationships and find clients that are compatible with our style of work.
Unfortunately, it is not uncommon to encounter difficult clients or people that you do not work very well with. It can be tricky to know how to deal with demanding clients when we come across them, particularly for new business owners just starting out and trying to grow their client base.
We know it can be a daunting and at times uncomfortable task, so here are a few tips on how to deal with demanding clients –
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Communication and consistency
The foundation of any successful business relationship is communication. Maintaining open lines of communication between yourself and the client decreases the chance of any mishaps. You should try to request clear and concise instructions for any tasks that are passed to you in order to avoid any confusion and provide updates to the client regularly. Things tend to enter a gray area when we have to guess or fill in the blanks; it is much easier to complete the task to a high standard when you have a clear understanding of your role.
Always be consistent with what you say. Make the expectations of your business arrangement clear from the beginning and discuss the client’s expectations as well. Be transparent about any expected deadlines and the costs of your service so the client knows where they will stand going forward.
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Assert your boundaries
Making the client aware of your boundaries is one thing, but asserting them, when necessary, can be quite difficult. Many times, in the past we have received from clients outside of working hours and though it is understandable that they would think you are available at any time of the day (working from home and all!), you should stick to your guns and assure them that you will complete the task within your usual hours.
The desire to please our clients and complete extra tasks are understandable, and there are occasions when a last-minute task arises, however, we should all strive for a healthy work-life balance. In these instances, you should assert that you work hard but you will not disregard your professional or personal boundaries.
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Dealing with clients that don’t want to pay
It can be especially frustrating when dealing with difficult clients in a financial capacity. Sometimes you may encounter a client that does not wish to pay for the service they have used, or they may believe that the cost is too high for the service you have received.
These situations are tricky, and the topic of finances can be a sensitive one, but time is money in business and that is what your clients pay for – your time. One suggestion to resolve these issues is to clearly outline your costs and what they are being billed for.
You could also offer alternative options if the client is struggling or unsure of any costs. As an example, Admin Made Easy uses a mixture of hourly rates and retainers. Some clients have a steady workload for us and choose to purchase a set amount of hours for the month, whereas other clients may use our services less frequently in an ad-hoc manner and are only charged by the hour. This flexibility means that our clients can choose a method of working with us that suits their budget.
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Know to say no
Don’t be afraid to say no. On rare occasions in the past, we have found ourselves working with clients that expected too much for too little cost, or they would give unclear instructions regarding a task, and we would have to respectfully decline.
Ultimately, it is your business, and you are the manager of your own workload. Never be afraid to turn down a task if it oversteps your boundaries or was not agreed with the client beforehand. Finally, never be afraid of terminating a working relationship if it is no longer beneficial to you or your business. The time and energy can be allocated elsewhere in your work life to take your business to its next strength.
If you find yourself struggling to keep on top of your workload, we are here to help. You can book a free consultation with Lizie.