A few months ago, one of the partners at my agency presented on the topic of dealing with difficult clients. We’ve all had those moments with clients on the phone where there is just a very large disconnect from what they want to achieve, and what is possible given various constraints. Below I have outlined some key takeaways from this lecture that I’d love for you all to read and keep in mind next time you deal with a difficult client.

  • Understand the person you are dealing with
  • Ask for their thoughts and REALLY listen to their concerns
  • Focus on solutions
  • Talk in person or over the phone – NOT through email
  • Make changes that are visible
  • Focus on results, NOT emotion
  • Seek clarity on expectations
  • Get to know the client personally as well as professionally


Key takeaway: don’t let your emotions get the best of you…

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