How To Handle Difficult Clients

A Difficult Client Is Unavoidable

Do you have a difficult client? Most of us do. If you have the option, you can fire that client. But, even if you can, their account may generate significant fees or be part of a multi-family relationship.

 You can tell who will be a challenge because they will go on a rant at your first meeting about unavoidable inconveniences like the account opening process.

Be Patient And Let Their Words Flow Past

Never interrupt anyone in the middle of a rant. Difficult people find ranting entertaining and like nothing better than getting into an argument with you over one of their points. Say as little as possible and indicate you are listening by nodding your head and occasionally saying, “I hear you.”

Try and ascertain if the person suffers from a physical impairment, such as poor vision or hearing loss.  Their frustration over not hearing you well or seeing your documents clearly on their computer screen can trigger an episode of anger and challenging behavior. Should they have these issues, an empathic response from you will mitigate this behavior.

Make It Clear How You Interact With Clients

With the chronically difficult client, you must set the ground rules for all interactions. You must tell them from the get-go that they cannot yell, swear or threaten you or your team members either verbally or via text or email.  You can even give them a brief statement of how you and your teamwork with clients, which states your responsibilities and theirs.

You Make A Mistake, Client Goes Ballistic And You’re Fired

 How difficult is the client? You will learn when you make a mistake that will validate Trigleth’s Law: Mistakes Will Usually Occur in Accounts of Difficult Clients. In the heat of the moment, many will say they are going to fire you. Let them rant, then endeavor to set up an appointment in your office so “you can review account transfer procedures with them.”

Making this statement will often mollify the person since they will understand you are taking them seriously, perhaps more seriously than they meant. Few of them want to go through the hassle of opening an account at another firm.

If You Want To Keep The Account You Must Have A Face-to-Face

If you want or need to retain their account, you must see them in person, and they must come to you. Be waiting in the reception area so you can greet them when they walk in the door. If possible, meet them in a neutral location such as your conference room.

Ask them to describe what you did wrong. Do not apologize until you have heard the specifics from the client since you may not have made a mistake. Your client might be angry because they find your statements difficult to understand and think you personally make them complex. Once you know what went wrong, restate the issue to be sure you understood them.

Own The Mistake If You Made It

If you did make a mistake, then own it, and validate what they said by agreeing with them. “I can certainly understand why you are so angry, Mr. Gotbucks, and I would be as well. I made the mistake, and I apologize for doing so. While I rarely make mistakes, I do make them, and I made this one.” 

Apologize again, then describe precisely how you are going to correct your mistake. Most clients will understand that we all make mistakes. They will judge you on how you fix a mistake.

Contributing Writer: Subject Matter Expert Charles McCain

Copyright© 2021 Cannon Financial Institute - All Rights Reserved

Subscribe to Cannon Insights at http://www.cannonfinancial.com/newsletter/subscribe