16 Oct Ten Tips to Temper a Monster of a Client
Ten Tips to Temper a Monster of a Client
“A soft answer turns away wrath, but a harsh word stirs up anger.”
In light of today’s spooky holiday, I wanted to write about a monster that many Event Planner like myself deal with from time to time: A Difficult Client. Dealing with a difficult client can prove to be ghoulishly frightening, however, there are spells (or tips) one can cast to end a monstrous client’s reign of terror over the event. Today, I’ll scoop you a ladle of a good witch’s brew with ten tips to banish a contentious client.
***Please note that all spells are absent of frog’s wart, spit of newt, dragon scales, shrunken heads, and any other ghastly ingredients…only honied words needed!
- First things first – Have a solid contract that details everything. Your contract should detail the details! Include a clause about belligerent clients. Be sure to thoroughly cover the contract during your initial meeting with your client.
- Document EVERYTHING! – This stems from the previous tip. If a problem arises with your client, document all emails, phone calls, requests, complaints, etc. This is keep you ahead of the curb and will always have concrete proof if there are differences. This may also come in handy if you have to go to court.
- Don’t take it personal – I know this is easier said than done, but if your client blows their top, do not take it personal. There may be underlying factors causing their tantrum. Just detach and put yourself in their shoes. Aside from their yelling, ask yourself if they have a valid point. You may actually be wrong, but then again you may be right. The best thing to do is just let them vent.
- Don’t respond immediately to nasty emails or messages – This is a life saver and it works every time. If you receive an email that is less professional than you like, take some time to cool off and reflect before responding. It is never wise to respond in anger.
- Get to the source of the problem – More times than not, a client will rant about a number of things when there is really only one big problem.
- Practice restraint – Do not fall into the trap of arguing with your client. If you feel your temperature rising, take a deep breath and be silent.
- Always be polite – No matter how harsh your client may come at you, always be respectful and polite. You can still be firm and transparent while having the manners of Southern Belle.
- Be accountable – If you are in the wrong, admit your mistake and do your best to rectify the situation. Don’t make excuses, be responsible.
- Ask for clarification – Sometimes details can get muddled in a dispute, so ask your client to tell you exactly what they want and give it to them.
- If all else fails, take your broom and fly on to the next client – Sometimes it is better for your sanity and your business to just fire the client. Make sure you are within the terms of your contract (or you could get sued).
As always WE would like to wish you the best in all that you do! I hope your Halloween events are filled with shrieks of sheer joy and happiness! If you have questions or comments please feel free to post them below or shoot me an email.
This is Allyson Wynn signing off and may all your events be a “Wynning Experience”!