Last week we looked at situations that could signal the end of a customer or client relationship. And while cutting ties with an overly demanding customer could be beneficial to your business, there are times when it’s just not possible. You may have a very large client that helps your company maintain its financial stability. Or you may have a client that has brought in several spinoff clients, so losing that first one would probably mean losing the others.

So when you simply have to grin and bear it, how do you handle a difficult client?

• Answer questions before they’re asked. Do your best to anticipate your client’s needs and questions and be ready with answer. Provide monthly or quarterly reports that outline your progress and highlight the next steps.
• Pick an appropriate company representative. Some people are just going to butt heads. Find someone in your firm who can calmly deal with the client and isn’t easily rattled or angered.
• Show your appreciation. Even though a client may be difficult and irritating, this person or business is still a client who is paying you to do a job. Offer to take your customer to lunch or dinner; send a gift basket for no reason; or drop off some Starbucks gift cards. You just might find the old saying “killing them with kindness” rings true.
• Keep it to yourself. You may be tempted to vent about the latest annoying thing client X has said or done. You may see this as harmless venting but it’s not setting a good example for your employees. It’s fine to recognize the challenges of dealing with this customer, but use the situation to find ways to handle the customer and keep the peace.

Have you ever dealt with a difficult client? Were you able to make it work? What techniques did you use?