How to Manage Irritable Clients

Celebrity Wedding Designer, Designer, Home Design, Event Planner, Event Planning, Preston Bailey Design, Top New York Wedding Planner, Kathy Romero, Top New York Wedding Planners, Preston Bailey, Wedding Planning, Flowers, Wedding Vendors, Bridal flowers, arrangements, Event Planner

Dear Readers:

I hope all of you are having a nice week.

As event professionals, our goal is to provide our discerning clients with the white glove service they deserve and expect. At times, this can be really challenging when clients seem to be irrational or easily irritated. As planners, we need to be like a chameleons and adjust to our client’s current state of mind. We should be able to mask our feelings no matter how “Red” they might be. It’s imperative that we understand that most of our clients have hired us because they want a certain level of expertise and attention. Not to mention, most of them are extremely successful and know that we are too! In addition, they do not have the time needed to execute the tasks associated with a wedding.

Here are some practices that have worked for me when managing a difficult client:

Open your ears: We must always be prepared to listen to our client’s, their concerns, and dislikes, alike. At times, the client just wants to be heard and his or her concerns may be easily appeased if you take the time to listen and address their needs immediately. The worse thing that you can do is avoid the issue. Always try to diffuse problems as they originate. Ignoring them will only make matters worse and your client more irritable.

Put your feelings aside: Don’t take things personal. More than likely, this is less about you and more about what is a priority to them. I find that focusing on my client’s needs and not their personalities makes a world of a difference. We must be prepared to adjust our mindset. When we do this we automatically set ourselves up for success and will be able to solve problems more efficiently.

Do not give room for ego: Be prepared to apologize, even if you think you’ve done nothing wrong. Aknowledge your mistake if there was one and move on continue to give your best. This will allow your client to build trust and may even bring you closer and improve your working relationship.

Put your body language on check: I know at times this can be difficult but try not to use your hands when confronted with an angry client. Be sure to be aware of the body language projected as well as any head or body movements. Allow your body and your mind speak the same language. I find it interesting when your words don’t match what your body language reflects.

Understand your limits. What are you willing to tolerate? Whatever you do always put professionalism first. Be clear and direct without forgetting what you stand for. Some clients are very challenging and we must be assertive when needed without disrespecting our client or our brand.

 

What are your best tips for dealing with difficult clients? Have you ever found yourself in a tricky situation you didn’t know how to get out of?

 

With a Happy Heart,

 

Kathy

Kathy Romero is the Director of Event Planning for Preston Bailey Designs. She shares her thoughts and advice on Preston’s Blog every Thursday.

 

(Photo Courtesy of Emily Gilbert)

 

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  • http://YOURWEBSITEfacebook Leslie Cardinell

    Thank you Kathy for a comprehensive look at professionalism. Most often anger is not personal, and weddings in particular can be very stressful. You are quite right when you tell people not to take it personally.

  • http://www.photographyclassesonline.org Lawrence

    Great points here.
    Once you can handle difficult clients (it eventually becomes second nature) they become your best advocates. At least that is my experience.

  • http://www.dreamweddingsrivieramaya.com Joyce Mnguni

    Thank you for this blog, I needed this :) for the first time in my wedding planning business. I have found myself in the middle of trying to please my clients not forgetting the mother of the bride and the mother of the groom.

    I need advice on this how do you make it all happen when you have 4 opinion about every decision? So much went wrong with a wedding I coordinated few days ago. At the end of the day everyone blames the coordinator for things going wrong.

    I suppose since this is my first unhappy client with such a small and intimate wedding, some how at the back of my head I do not know how this will impact my business. From all of you who have been doing this more that a decade, how did you handle un clients?

    Need advice
    Thank you

  • http://www.anistadesigns.com Christa

    Thank you so much for your fabulous suggestions. They were a fantastic reminder! We always remind ourselves that this is their first and only wedding (hopefully!) that they have been dreaming about for years. We have been a part of a ton of weddings so we are more familiar and confident with processes and timelines. It is our job to help them as much as possible by guiding them with our professional knowledge. The reassuring thing is that they will eventually be on their way. ;) It is best to represent yourself with class, dignity and respect- better to build your business platform on too! (no sense in stooping to an irritable person’s level – rising above is always more rewarding!) Thank you again for sharing!

  • http://www.atfirstblushandco.com/blog Naomi

    I learned that the best thing you can do is simply LISTEN. I totally agree that on this sentence and I will never forget it. ” I find that focusing on my client’s needs and not their personalities makes a world of a difference”. So true! XO