The Difficult Client

I’m sure we have all had a client who just cannot be pleased. What do you do?  I’ve learned over the years that although I have a tendency to wonder why, it really is not my business nor will it change the situation.   The fact is there are a number of “whys”, but at the end of the day, it does not really matter.
As a business owner, I have to make sure that my company is doing the right thing. This means supplying a quality product and going out of our way to service our accounts well. This doesn’t mean we are not going to make mistakes. As much as I would like that, I am aware that it is an unrealistic expectation to place upon my staff. However, it does mean minimizing them, holding ourselves accountable when they occur and rectifying them asap.  Of course we hope we are dealing with rational clients and we have good working relationships so that once the situation is rectified everyone will move on. Usually this is the case, but every so often, we have a client who will not be pleased. And I use the word will, as it is literally a matter of their will.
When faced with this situation I have ask myself what can be done?  And, how can I train my staff to make good calls when dealing with an especially obstinate client?
1)      The first thing is to make sure we are as close to perfect as possible to prevent any difficulties from arising.
2)      This includes trouble shooting any “issues” that may come up.
3)      No matter what, we must always be professional, even when the client is not.
4)      And at the end of the day, be prepared to lose the business. Some people will never be satisfied and you might be wasting time and energy that could be used as fuel to get new businesses!
As we all know, personally and professionally, some people will never be happy. And I say people not companies, as in my experience, you rarely have issues with a company but one malcontent can be like poison.  I actually heard a well-known landlord at a speaking engagement say that one disgruntled tenant can be like a poison in the rest of the building.  Of course, I agree, and have experienced this as well.
At the end of the day we live with ourselves, and answer to our own standard. If you know you are doing all the right things, sometimes, you have to move on.   We only have so much energy, and we can’t spend too much of it on people who cannot be satisfied.  In life, sometimes, the healthiest and best thing to do is cut your losses; focus on new clients and on the clients who want to work with you.
“Life is too short to spend in negativity. So I have made a conscious effort to not be where I don’t want to be.”  Hugh Dillon