Time to Let Go - How to Deal with a Difficult Client (June 2020)

Time to Let Go - How to Deal with a Difficult Client (June 2020) Time to Let Go? How to Deal with a Difficult Client in 2020 Image Source: iStockI recently fired two clients. That’s right. I fired the clients. They didn’t fire me.  If your gut response was to say “Why on earth would you fire clients? They’re difficult enough to get in the first place.”, please  read on, because this post is about recognising the need for a strategy in how to deal with a  difficult client.But before we get into the nitty-gritty of how to deal with a difficult client, it’s important to carefully consider what a client actually is and should be. So  let’s look at a typical dictionary definition of ‘client’:Image Source: GoogleI’d like to add to that. Many years ago when I worked for the Campbell Bewley Group as general manager  of Bewley’s coffee shop on Dublin’s Grafton Street, Paddy Campbell, chairman of the group, defined a client or customer in the following terms:“It’s someone who’s willing to pay you enough for your product or service to allow you profit on the transaction”.I kept that wi th me, and so my definition of a client is per the above dictionary explanation, with the caveat that the client pays you enough to allow you profit on the transaction.In other words, you give them something of value, legitimately expecting something of value in return.To return to the matter of how to deal with a difficult client, let’s take a look at the cases of the two clients who I fired, and run through the factors  that led to my decision.My career spans  40 years (I started young with a Saturday job age 13!) and is  split roughly in two. For the first two decades I was an employee, and for the second, self-employed. After my first business failed, I have been on the most interesting journey. I am the managing director of Carambola Kidz â€" School Lunches Sorted, which now employs  more than 100 people, and has an annual turnover in excess of €7mI chronicled my journey from corporate employee to self-employment, through failure to relative success, in my 2015 book, Feedin g Johnny: How to Build a Business Despite the Roadblocks. And the success of that book has led me to establish a parallel career  as a business coach, offering support and guidance to SME business owners. I don’t teach from theory. I share my business experiences and apply the lessons learned to their challenges. Image Source: Amazon Check Price (adsbygoogle = window.adsbygoogle || []).push({}); How to deal with a difficult client the value of timeIn the main, this parallel career is working. But  in the cases of two clients, it wasn’t. Both professed a desire to change. Both promised a willingness to do what was necessary. But  in both cases, over three months, very few of the agreed recommendations were even embraced.One client  stuck clung to the  habits that have prevented his  business from taking flight. Each week we met, reviewed and agree changes, and realised the following week that nothing had changed. The guy desperately wants to change, his business needs him to c hange, but he’s struggling to do so, and ultimately, is not ready.In the second case, I tried to assist a business owner by involving his senior team members, who seemed committed, and some early progress was made. However, this was sabotaged by the business owner’s bad habits, and half of our scheduled meetings were canceled due to  crisis.One of the factors at the root of this  client’s  challenges was unwillingness to fire clients  who were unprofitable, and sucking the life from his business. His team were wasting  irreplaceable time that could have been applied to finding and servicing good, profitable business.In both cases, there was frustration on my side as were as theirs. So I fired them both.Our interactions became  a burden; on them, because I was banging on repeatedly about changes; and  on me, because I was expending  physical, emotional and intellectual resources for no end result (except payment). And  the time I was spending on their cases was diverting me fro m building my  business.Time is finite. It is not  renewable. There are only 168 hours in a week. Every hour applied to things that don’t  add value to our lives (it needn’t be monetary value, it could be emotional value â€" playing with the kids, dating your spouse, navel gazing, whatever!) is one  hour less for spending on something that does add value.People who sit on the fence suck up physical, emotional and intellectual time. However, that is where some people are most comfortable. They  will stay there forever if they are allowed to.These are difficult clients in my line of business. That is why I, and you,  need a strategy for how to handle a difficult clientâ€"ultimately, this knowledge or strategy can be vital in ensuring the survival of your business. It is all about time.I suggest that you push them off, but gentlyâ€"help them down. The truth is that in confronting a difficult situation with a client, either outcome is a win for you. If they are with you, they become a client, you win, and you drive on. If they do not, you still win, and you drive on.Knowing how to deal with a difficult client is exceptionally important in business, for you  and  for your clients. By having such a  strategy, you are doing yourself, and them, a huge favour.So, do yourself, your clients and your business a service. Devise a strategy â€"  at least recognise the need for one  â€" for  how to deal with a difficult client. Ultimately, consider firing some. You will both be happier in the long-run.