Keep Your Sanity With Difficult Clients
Tip #4: Actionable tips to create that thick skin
Develop thick skin in life? The easiest advice and the most difficult to do !
Let’s face it, clients come in all flavors — some sunshine and rainbows, others…well, let’s just say they need a hug (and maybe a slap across the face).
I’ve spent enough nights sobbing into a pillow over client feedback to fill a swimming pool. Client hated my advice? Cost them millions? (My bad.) Lost their email in inbox purgatory? Prepare for a fiery emailstorm. Hated the font in my presentation? Apparently, Comic Sans wasn’t “professional” enough.
But hey, guess what? Those tears (mostly) dried up. And you know why? One, immense time I have spent in sales - helps develop humor in the worst circumstances and secondly, I learnt from the best in the industry — not sales, but how to survive sales.
This article isn’t about dealing with the client. It’s about dealing with yourself and helping you maintain your sanity as you deal with the clients!.
1. Anticipate, Don’t Internalize: Manage Your Client Expectations
Let’s face it, not every client will be a sunshine ray. Don’t be surprised by outbursts — breathe, stay calm, and focus on solutions. Project confidence, even if you feel a flicker of panic.
As Robert Greene says: Displaying anger and emotion are signs of weakness; you cannot control yourself, so how can you control anything!
2. Embrace Imperfections: Vulnerability is Your Strength.
Yes, insecurities >> perfectionism. A “we can definitely explore that, but it might take a little extra time” goes a long way.
Accept that flaw or two — learn how the stellar experienced colleagues have handled them before.
3. Master the Art of Active Listening: Uncover Hidden Cues
Look for microaggressions. Speak less but listen more; when you do, listen with intent. Learn to discern all you can about the person who speaks.
Notice frustration points and unspoken concerns. By being proactive, you can address their true needs before they become Godzilla-sized problems.
4. Prioritize Value: Focus on ROI, Not Drama.
Calculate the investment of time with the ROI (return on investment) the client delivers for you. There are two important aspects here : Firstly, ROI for you, not your manager or your colleague!. Secondly, it needs to be ROI — not their drama. just plain ROI.
Play the long game and play it right.
Your time is gold. Focus on clients who bring value and positive energy, not just drama or endless email chains.
5. Build Bridges Internally: Colleagues Can Be Your Allies.
Be internally connected at the hip. Clients often exploit internal conflict. Understand your colleagues’ goals and build strong working relationships. A united front disarms challenging clients.
These colleagues will save your ass. This is exactly how we network- creating win-win situations.
6. Underpromise, Overdeliver: Set Realistic Expectations.
Be impeccable with your words.
The report will take 2 days — tell them 3 days and then deliver in 3 days!
Do not set unrealistic expectations to impress or please. You are not just burdening yourself, but your colleagues and the entire system as well. Be kind.
7. Keep a Paper Trail: Documentation is Your Shield.
Even dum dums like me know that. Keep a written record. Detailed records are your shield. Keep meticulous notes, including POCs, challenges and deadlines.
Regularly review project plans with your team to avoid misunderstandings.
8. Leverage Your Manager: Seek Support and Guidance.
Inform your manager. Be very precise and positive in your communication. If a colleague is a challenge, let them know that you are dealing with them. If the process is stuck, tell them we have Roger and Bob looking into it.
They can be your secret weapon — you would never know, if you didn’t try.
9. Listen but don’t act on all feedback. That’s it.
10. Compartmentalise: Leave Work at Work.
Don’t let difficult clients follow you home. Learn to compartmentalise and maintain a healthy work-life balance.
I am collating the best learnings from the amazing sales folks I have worked with in the last 10+ years and this is the 4th article in the series. Previous in the series here.
