n preparation for the workshop I’m presenting at ResidentialDesign 2005, a conference for residential architects in Boston, I interviewed solo/small firm practitioners to discover what types of conflicts plague them. One of the most difficult challenges, they reported, is working with clients who fail to appreciate the value of architectural services.
Not a Value-Add
According to these professionals this type of client, often called a ‘bad client’, seeks them out as a last resort when a project becomes too difficult. These clients want a quick fix and a low bill.
Figuring any client is better than none, an architect may agree to do the work. The relationship starts off strained and gets steadily worse. In fact, things got so bad in one situation that the distraught architect had to withhold services until he received payment from his bad client.
So, that got me thinking, how can you react to a ‘bad client? What’s the proper approach?
Avoid Tough Clients
As my grandma Janey used to say, an ounce of prevention is worth a pound of cure. Start by not attracting tough clients in the first place.
1. Define your ideal client clearly and specifically for yourself and others.
I decided long ago only to work with clients- companies and individuals-who actually want to improve their conflict management skills, are ready to do it and appreciate the value of my work!
Realize that the clients you give up will find another expert in the field to work with and ultimately be better served. And, no your practice won’t suffer because now you’ll have energy for clients and projects that are meaningful and exciting to you.
2. Remain true to working with your ideal client, even when your bank account says otherwise.
I know. I know. That’s easy to say and very hard to do. I’ve been there myself. I once turned down a consulting job that had the potential to create almost $150K in revenue for one year. But the client was very, very difficult and far from my ideal client. I agonized over all the business-building could do with that money.
So how did I turn all it down? I realized that no amount of money was worth the nervous turn my stomach took whenever the client called. My standard safeguards my health, sanity and passion for my work. Compared to those, the money didn’t seem like a great bounty anymore.
Handle the Tough Clients You Have
So what happens if you already have the client from hell? Handle it professionally.
1. Be Open. It’s easy to get off track and think evil thoughts about a disrespectful client. But those thoughts translate into actions on an unconscious level and may impact your work. You know, the project gets delayed, or you miss some detail because you were rushing to get onto something more pleasurable.
Find ways to reclaim your self-esteem. Recall past work that went very well, or compliments from other clients. Don’t give in to denial (it’s their entire fault) or self-criticism (I always screw this up).
2. Be an educator. Educating clients about your process and the hard work it takes to get a quality result can be essential in shifting a client’s perception of you.
Mediating seems very easy at first. It doesn’t look like more than sitting, listening and asking questions. In fact, I’ve had a client ask what am I paying you for. But once I start explaining the process, the way I help to facilitate deeper understanding and the results achieved, clients appreciate my expertise.
As a professional you bring your expertise, experience, intuition and energy to your client’s work, all of which save time, aggravation, mistakes and money. Enlighten your clients.
3. Set boundaries and expectations. We all teach others how to treat us. Help your clients understand what behaviors will not work in their favor and why.
A simple statement like, “I know you’re upset about this problem. I’d like to help but I can’t until we can have a reasonable conversation with no yelling. Can we do that now, or is later better?”
This statement does three things:
- · acknowledges the client’s feeling of frustration;
- · reinforces your expectation (yelling will not result in their desired outcome -getting help)
- · shows respect (offers a choice as to when the conversation can happen)
You may have to repeat your expectations but eventually the client will get it.
Your Value is Greater Than You Think
Don’t forget that your value as a human is equal to, if not greater than, your value as a professional. Your worth rests in the care and love you show to yourself, others and your work. You may be just one person in the world, but to one person you may just be the world. Now, that’s a value add.
Dina Beach Lynch, J.D. is a Mediator and Ombudsman that specializes in workplace conflict. To read more articles, visit http://www.workwelltogether.com
