The world of online marketing is full of great clients but for every great client there seems to be an evil alter ego somewhere in a company’s client list. These clients can be difficult as they are demanding, rude, or simply want the impossible. Staying motivated day in and day out when dealing with this type of client is extremely important regardless of the size of the client. Managers have a responsibility to motivate their staff but most of the motivation lies on the staff working directly with the client. The following are just a few of the many ways to stay motivated when a supervillain clients comes along.
LOOK AT IS AS PRACTICE FOR THE BIG “GAME”
When a company is dealing with a difficult client it is important to pump up the staff. This can be thought of as training when a huge client comes through the door the staff will be ready. While managers do not have to constantly be giving motivational speeches, it is important to recognize staff that deal with those nightmare clients in a professional and effective manner. Letting staff know that all other clients will be a breeze can bring a feeling of comfort to the staff that deal with this client.
SET UP WEEKLY CALLS INSTEAD OF BEING PLAGUED BY CONSTANT EMAILS
The fact of the matter is that there will be some clients that want their hand held regardless of how much money that they are spending monthly. This cost versus time ratio can lead to these clients cutting into the profit margins that have been established. Weekly calls to cover everything the client needs to know followed by a recap email can minimize the back and forth between a difficult customer. This will allow your staff to get a break but also can improve communication immensely and communication problems generally are what make a client difficult to deal with.
KEEPING AN UPDATED CRM CAN BE A LIFESAVER
Nothing kills a motivated staff more than a verbal chewing out by a client especially when this client has been overly difficult for the duration of the business relationship. Difficult clients tend to “forget” what they say especially if it works out to their advantage. Keeping an updated CRM can allow people to know certain details across departments. Lowering the amount of blame that difficult clients tend to put on their vendors can help keep motivation and morale high. These clients might want work delivered a certain way or in a certain format. By being proactive enough and recording it in the CRM a difficult client can turn into quite an easy one.
DOCUMENT ALL CALLS WITH A FOLLOW UP EMAIL
Communication is usually the largest issue when it comes to a difficult client. The client could have thought that they said something on a call or in an email that just isn’t true. The blame game usually ends up back on staff which doesn’t make the staff want to deliver the highest quality work to this client. A simple follow up asking for confirmation about everything that was said on a call is a great tool. This will not only remind the client what was discussed but sending it to all of those involved with the client can help keep them up to date.
Staying motivated with difficult clients can be quite the task but by being proactive and stressing communication this can be a much more manageable task. Let staff know that a certain client can be difficult so they are not blindsided by the first unreasonable request or revision. Remembering that these clients are great practice for the future can help keep motivation from dipping. Turn your most difficult clients into easy ones by staying motivated and one step ahead!