Most of the times we are lucky enough to have great clients. They’re the people who have a good sense of what they want, and are happy to discuss ideas in an open and friendly manner. They are a joy to work with, and often contribute to the project constructively and creatively. But what about those occasional times when your relationship with a client becomes tricky, and leaves you both feeling stressed or anxious? This article has been written with this in mind, and I hope that all of you find it useful.
1. How to deal with negotiation:
Many clients often want to negotiate a lower price – it’s a normal human desire to want to get value for money, but knowing how to respond to this desire in a professional context can be tricky. After all, who among us hasn’t tried bargaining down the cost of a service? It’s a common behavior, and one that can manifest itself in a simple negotiation for a slightly better price, or in a whole host of un-budgeted extras strain the project and your working relationship to its limits. Clients who really push for a lower price are usually looking for a one-time job, and are unlikely to be aiming to invest in a long-term working relationship.
Tip:
If you are unable to negotiate on price, make sure you outline the exact scope of the project at the outset, before any contracts are signed, then stick to the brief responsibly. If the situation becomes difficult, asking a senior employee to speak with your client will take the pressure off you, and will give your client a better chance of expressing their needs to fresh ears.
2. If you have a worried client:
A worried client often just needs reassurance that they can trust you to do a good job. If your client requires extensive customer support and reassurance to get them through the process, it means that they’re not comfortable and are unsure of what they should be expecting.
Tip:
Reassuring your customer that you’ll keep them in the loop with weekly updates should help dissipate their anxiety. Once you have outlined that you will keep them informed in this manner, stick to it, and your working relationship should shift onto stable ground.
3. If your client needs to feel in control:
This kind of client will often express their anxiety by trying to lead the project themselves, (though they are unlikely to be an expert in your field). Even though they may have some knowledge about your profession, stepping back to let them direct the project is never a good idea, and it could harm not only the quality of your work, but your reputation too.
Tip:
In this case, it’s not a bad idea to remind them why they hired you: for your expertise. You can establish this by asking your client a few polite questions relevant to their project, but to which they won’t know the answer. Not only will this help them develop confidence in you, but it will show them that they can trust you to do a good job.
4. If your client is sitting on the fence:
It can be really frustrating when you’re trying to push forward on a project and your client seems unwilling or unable to make a key decision required to complete the work. This can be especially stressful if the decision is regarding a crucial change in the project’s direction.
Tip:
Don’t make any big decisions without your client’s consent, and try to bring them in for a one-to-one meeting. Sitting down with the client will engender more trust on both parts, and will put gentle pressure on them to make a concrete decision.
5. Working with the alpha fe/male:
A friendly, professionally influential individual, this kind of client will often wield a lot of power in their field and is likely to occupy a senior position, most likely at the helm of a large company. Your client will probably be driven by results and may find it difficult to relinquish the reins because they are unaccustomed to not being in charge.
Tip:
Make sure the contract and scope of the project is worded professionally, with clearly defined results and target completion dates. This should help put your client at ease. It’s also useful with such clients to set a longer timescale for the delivery of the product. This will ensure that you have enough time to focus on professional delivery, whilst providing you the opportunity to deliver early. Your client will walk away smiling.
6. If your client goes incommunicado:
On the odd occasion you might find that your client gives you a project and leaves you to just get on with it. It can be frustrating when the lines of communication go cold, your emails go un-answered, and meetings get pushed back. Even though this may leave you feeling frustrated, try not to make any assumptions, as the radio silence could be due to any number of reasons.
Tip:
Set up a meeting to go over the brief and the progress of the project, making sure your client has a clear understanding of the current stage of the work and what is required to move the project forward. Follow up with a written summation of your meeting to ensure (on the record) that you are on the same page.
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