How to Avoid Tricky Client Situations
We’ve all been there, right? A situation comes up with a client that you aren’t quite sure how to handle and you want to make sure you do right both by them AND yourself, because #boundaries.
Though there might not be any actual avoiding of tricky situations, there are ways to make sure that if they do arise, you’re prepared to handle them.
9 Best Ways to Handle Tricky Client Situations
💻 Do the work up front
Have SOLID client processes in place BEFORE beginning to work with someone to better qualify leads. This is when a leads capture form comes in handy. In WillowSpace, we provide you with a form template to help you get the proper information you need before agreeing to take on a new client.
🚩 Be up front and honest
Watch out for red flags with clients, but also don't hesitate to address them head-on. Instead of “cancelling” a client, take some time to ask them questions, educate them, or take a look at your own processes and marketing efforts to see if it’s possible you have mis-lead them. Communicate openly and honestly about the breakdown and sense if it’s possible to move forward with them.
⌨️ Manage expectations early
Have a clear onboarding experience to manage expectations. This will allow the client to get a sense of exactly what they can expect from you and when, as well as inform them of your process.
In WillowSpace we have two systems for helping you with this portion: Proposals and the Scheduler. Proposals allow a client to be certain that you are the best fit for them as well as learn what they’ll be getting from you throughout the project.
Learn more about what to include in a design proposal here.
Our Scheduler tool takes the back and forth out of scheduling calls together. You send them their schedule, they pick a date and time that’s best for them, and BOOM, done. 💥
💡 Be the expert
Guide the process and decisions with leadership energy. They are coming to YOU for your expertise, so the way that you lead them will have a direct effect on the dynamics of your relationship and the trust you are instilling in them. Keep an open mind, but also remember that your clients trust you to lead them.
🛑 Know your boundaries
Set realistic and very clear boundaries right from the start. When your clients are aware of how and when you plan to communicate with them, when they can expect to see work from you, what they’ll receive, it makes it much simpler for everyone involved. And never apologize for having boundaries. They are necessary to your work/life balance and your clients should be willing to respect that.
📃 Contracts, contracts, contracts
Have a solid contract in place outlining all of your boundaries and clauses up front. This way there can be no confusion if a client bumps up against a boundary or a deliverable. You can point directly to the contract and explain the situation. Contracts protect both you and the client.
Learn more about contracts here.
☎️ Communicate clearly and often
Communication is key to any successful relationship. When going into a new client relationship, first make sure you’ve established what they can expect, communicate your boundaries, and then continue to over-communicate throughout the project.
Take it a step further and send regular updates before your client needs to ask. Weekly status updates are a great way to keep the client in the know about what’s going on with their project without clogging up your inbox with questions. It also keeps the project on track and the scope more easily managed.
🔁 Be willing to adjust
Issues may still show up, so aim to be flexible and understanding with your client. Find solutions that suit both of your needs, but, make sure you are still sticking to your boundaries. You don’t want to end up resenting your client in the future because you removed a boundary for them.
🙅♀️ Protect yourself
Sometimes tricky situations cannot be fixed. Be cautious of toxic client behaviour. No one should tolerate harassment, unreasonable demands, extra work for no more pay, late payments or disrespectful communication. Ensure that this is a portion of your contract and that you will be forced to terminate the agreement if their behaviour continues.
To wrap up, WillowSpace can help you be proactive and avoid those sticky, tricky client relationships.
Build an unforgettable client experience using our platform to help organize your processes from start to finish. Once you start blowing clients away with your client experience, your clients will be thrilled to share your business with others. And you’ll have the peace of mind to know that you are taking care of them as best you can.
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