Bringing Out the Best In Your Clients

Bringing Out the Best In Clients

May 7, 2012

Recently, I was speaking to a very dear friend in the industry, and she said something that stopped me in my tracks.

She said, “Having a bad client is worse than having no clients at all.”

I immediately asked her the first thing that popped into my head: “What makes a bad client?” She didn’t hesitate and quickly replied that a bad client is one who is never happy, no matter what you do.

This got me thinking about my own experiences with clients. And, for me, the most difficult clients have also been the ones who taught me the most.

So this idea of a “bad client” makes me a bit leery. On the one hand, there’s no question that a “bad client” can be draining and demand a lot of your time and energy. On the other hand, who says this business is just about the “good clients?”

The fact is, the service industry is about providing service regardless of how well or not so well a client behaves.

Of course I thank my lucky stars when I get a wonderful client, but I’m also grateful for the clients who aren’t so wonderful. I appreciate all my clients — they keep me in business.

There was, however, one time when I fired a client. And, truth be told, it was in the beginning of my career when I hadn’t yet learned how to manage client expectations.

Now, don’t misunderstand: I’ve had my fair share of clients who have made me want to scream out in anger and frustration, but that’s just part of the job. It happens. (The important thing is keeping it together and NOT going on a screaming rampage.)

I also find that the sooner and better I understand my clients, the more likely I am to earn a “good client.”

How do I do this?

It’s easy. As soon as I start working with a new client, I simply ask what kind of attention he or she needs. The answer is usually either:

1. I am very hands on and need to know everything at all times. I need to be very involved in the process, and I need you to always get back to me as soon as possible.

Or,

2. I am very busy, and my time is valuable. You are the expert, so please tell me what I need to do.

On Wednesday, I’ll discuss dealing with both types of clients. When dealt with appropriately, neither one ever has to become a “bad client.”

Dear Readers, do you agree with my friend who said that having a bad client is worse than having no clients at all? How do you feel about those clients who are impossible please? What are some of your strategies?

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http://www.thegrapevineevents.blogspot.co.uk/ The Grape Vine Events

Very insiteful. It does make me think now that no matter how difficult a client, I will focus harder in getting to understand their wants and needs. Great advice!
http://www.papershop.com Ellen Prague

We consider a “bad client” a personal challange… at the end of the day that client is going to be a “good client”…. we simply kill them with kindness; listen closely, and give them what they asked for or explain in lovely language why that isn’t possible for us.
http://www.wowconnect.com.ng Tobi

I agree, i learn most from the ‘difficult clients’, they are often difficult or bad because as you rightly said their expectations were not managed properly.
http://Www.nhweddingplanning.com Stephanie Wales

There are absolutely “Bad Clients,” the ones that suck all your resources, time, energy, and kindness but will never be satisfied. I’ve had 2 in 6 years.

That being said, I do agree with you Preston that I learned a TON from these 2 Brides.

The most important skill that I learned is how to set limits & boundaries which will help control even the neediest of Clients.
http://www.cateringbyroberttampa.com Susan Stalnaker

I do not believe there are bad clients. I think the issue is in matching client personalities and approaches with those of chosen vendors.

It is just impossible for us as planners to be everything to everyone. I find that the first meeting, along with follow up emails tells me if we clique or not. If red flags come up during this time, I have no hesitation in letting these clients that we may not be the best fit for them.

Susan
http://www.designsbynishy.weebly.com Nishy

I think BAD clients do exist, and I am dealing with one right now.
I can understand clients that are very particular about what they want and specific about details.
However, when it comes to not making deposits when you are to and not paying the correct figures, calling at outrageous times at night and her very bad attitude…it is difficult to find the “good” in this client.
I would definitely agree that it is better to have no clients than bad clients…depending on what you define a bad client to be.
Once you set certain standards for yourself and your company, I do not agree with compromising that for anyone. Because not all things can be bought.
I have only received part of the deposit and I am very willing to kindly write a cheque to refund this partial deposit.
http://www.myfleurjourney.blogspot.com Yvonne

Cannot wait to read your advices on how to deal with those clients who need to know everything at all times. Some clients tend to be miserable and have unrealistic expectations but I know they are unavoidable, so would love to know what I can do to make life easier for them and for myself!
http://www.yourmaltaweddingplanner.com/ Malta Wedding Planner

Personally I do not think there are good clients and bad client, but that there are clients who you have to work harder to win their trust. Once the client has established a trust in you, then the job is way simpler. So give the client your time, show him that you know what you are doing..and most importantly show him that you care about their wedding
http://www.silverleafevent.com Navjot Kaur

Difficult people are the one’s who teach you valuable lessons such as never getting discouraged, keeping patience and at that point drawing the line. Each one has different experience and exhibit different levels of tolerance in the almost, the same situation. Many a time certain cultures represent differently and we see that as a Bad since we are ignorant. I enforced my payment policy now very seriously because of one bad client last year. So, Bad clients are a blessing in disguise.
http://YOURWEBSITEwww.celebrationsbyRuchi.com Ruchi oswal

I could not agree with Navjot kaur’s comments more. I feel we are encouraged to rethink some of our policies, practices and execution whenever we happen to have a difficult client. They end up teaching you in the long run. They are a blessing in disguise. We all have had such experiences and hopefully learnt from them.

We keep growing and evolving with each unique event and experience. That is the only way to be.
Pingback: There Are No Bad Clients | Preston Bailey's Blog, Event and Wedding Designer
http://www.ribha.com Rita

This is so true — I deal with Indian weddings and all to often we only deal with the bride side of the family. The groom and his family comes into the picture on the day of or night before.

We have to be so careful in what we service — as sometimes I forget and go beyond what is contracted. Its sometimes better to not take on a client that will drain you and bad mouth you. Lesson learned never sign on just one side of the party but both and have both sign off the instruction sheet.