Tactics to Positively Overcome the Difficult Client
Irrespective of what industry you are in, there is always that odd difficult client that as a result of various factors can leave you feeling frustrated, angry, unmotivated and possibly even full of self-doubt. For some of us, the reaction to a difficult situation can be defensive for others it can be offensive which can have either positive of negative outcomes regardless.
Stepping out of your comfort zone to establish smart habits
The fact remains that there will always be clients that are a little harder to please than others, so the question at hand is, how do you handle those situations in a way that will have a positive outcome for both you and the client? Well, while in my previous role, I had done some research on the topic and I came across an article by Barbara Markway (Ph.D.) who has some excellent insight into handling difficult clients, which I will delve into a little further, but one of the factors she mentions amongst others is going about things in a way that may seem unnatural to you as first. What does this mean? Well simply put, we all have our ways of doing things, and sometimes it works other times it doesn’t but if your finding your not getting the outcome you want from a difficult situation – perhaps its time to step outside your comfort zone, try a new approach and create smart habits.
Some Tactics to be Used with the Client
Out of the many tips given in Barbara’s article, the following tactics on how to handle a difficult client stood out to me:
- Listen & Stay Calm. Listening is the number one step in dealing with “unreasonable” people. Everyone wants to feel heard, and although staying calm can be extremely difficult in an emotionally charged situation, real progress can’t take place until the other person feels acknowledged. While you’re listening, really focus on what the other person is saying, not what you want to say next. I have often said to people in the past, “I know your hearing me, but are you listening to me? There is a difference”. Taking the time to really listening to what someone else is saying, can give you a fresh perspective and clarity on a situation at hand.
- Reflect respect and dignity toward the other person. You don’t know what the other person is going through. Chances are, if a person is acting unreasonable, they are likely feeling some sort of emotional or mental strain for whichever reason and showing contempt will not help productively resolve the situation.
- Saying, “I understand,” usually makes things worse. Instead, say, “Tell me more so I can understand better.” This for me was an interesting point, because I personally have often used the term “I understand” countless times with clients and looking back it wasn’t always well received, looking at this approach has given me a new perspective on how a client would possible react to the situation differently.
- Saying, “I’m sorry,” or, “I’m going to try to fix this,” while establishing boundaries can go a long way toward defusing many situations. This tip can be quite difficult to follow when you feel your not the one in the wrong and are feeling defensive. Sometimes by being humble in the situation and saying the words “I’m sorry” or “I’m going to fix this” can completely diffuse a situation, and in turn can give you the opportunity to establish the hidden need. The client could end up disclosing what they are really trying to gain or avoid within the project/ task and positive outcome can take place for both parties. Having said that, you will also need to assess the situation, while some of the above tips have encouraged listening and letting the angry person vent, you also have the right to be assertive and say, “Please don’t talk to me like that.” if the situation is gets out of hand.
Some Tactics to be Used with Yourself
Handling a difficult client with some of the tactics, may be draining for you which would defeat the purpose of positively overcoming difficult clients, that’s what there are also a few things you should do:
- Debrief. After the situation is over, talk to someone about what happened, take 5 minutes to make yourself a cup of tea or coffee and just allow yourself to process the situation.
- Discharge your own stress. You had to put your natural reactions on hold for a while. Now is the time to discharge some of that pent-up adrenaline. Go for a run. Take your dog for a walk. Don’t let the emotions stay stuck in your body.
- Give yourself credit for getting through an uncomfortable situation. It takes a lot of energy not to act like a jerk when someone else is behaving badly. Don’t skip this step!
Positive Outlook, Positive Outcome
Remember these tactics are simply guidelines to help you along the way. How you implement these tactics is up to you, and maybe they won’t give you a positive outcome every time, but its all about trying and keeping at it until you establish smart habits that work for you. If you do not have the time or cannot see yourself dealing with difficult clients that’s ok, perhaps consider getting a VA to deal with your Client Relationship Management and can implement strategies for you! I have seen how these tactics have worked for me, and to this day some of the best connections and relationships that I have established in my career have been as a result of a rocky start with some pretty difficult clients. The key to all of this however is to always have a positive outlook, and having said this I will end with a quote by Lailah Akita “Our reaction to any situation will determine the outcome”
How self-love can make you more productive
Love yourself enough to add whitespace to your day and become the productivity guru that get things done!
Whether you’re an entrepreneur, business owner, employee or virtual assistant; we all fall into this trap more often than not. If you don’t know what whitespace is or don’t have whitespace in your day, you’re sacrificing your health, well-being and productivity in a major way. The solution to becoming a productivity guru is easier than you think; all you need is love!
#Love your health
This question is for my virtual assistant friends. Let’s examine our lunchtime health. Are you snacking at your desk? Just meaning to complete that one extra task. I mean an hour ‘wasted’ on lunch could have been a valuable contribution to your income at the end of the month, who can’t do with the extra 20 billable hours?
BUT…at what cost do that extra 20 hours come? You’re carving away at your vitality every day by ignoring the opportunity for increasing your energy and boosting your creativity.
I love this equation from WhiteSpace At Work!
“Lunch – Desk = Vitality”
Don’t eat at your desk! Get out of your office, breath in some non-artificial, non-airconditioned air. Notice the birds outside, notice the cloud formation that day, take a brisk stroll around the block – yes even if it’s 40 degrees outside, believe me, you’ll appreciate your office and desk that much more. Get the spider webs blown out of your mind, don’t spend this time strategizing the accomplishment of your next task. Create that whitespace in which to recharge so when you get back to your desk, it’s with a grateful attitude and a revitalized outlook on the challenges you’re trying to solve.
#Love your business workflow process
Starting out with another question… and be honest, this is definitely time to get real with ourselves. Are you overwhelmed with your business workflow process? Because you either don’t have one or you have one but it’s worth zero because you don’t follow it or it’s so complicated it wastes more time than saving time.
Well, friends, I think it’s safe to say you need to declutter your workflow. No one has the time to do damage control – all the time! You can’t afford to work on a reactive basis all the time! AND that’s exactly what we try and achieve. Every email that comes in has you dropping everything, losing your productive streak to reply to an email that could have waited half an hour. Believe me, emails aren’t the only culprits. You know that as well as I do.
What you want is to get to a point where your workflow process leans itself towards ultimate productivity. Creating whitespace between activities, the opportunity to breath and reflect is not a time waster, but should be seen as a “strategic pause in which you are infused with enthusiasm and creativity” for what you are passionate about. Don’t just go through the motions to get the job done. Love yourself enough to declutter your workflow to truly be productive and efficient.
We need to look after ourselves! Nothing is more true to me than the quote: “Less is more”. Simplify your life, simplify your workflow, love yourself and take care of your wellness. Don’t set yourself up for a love-hate relationship with your well-being and business. You deserve the best! You deserve to love yourself, your business and your life. Best of all, with a little bit of strategic whitespace in your life, you can become a productivity guru that not only get things done but excels at it!
Using New Year’s Resolutions to embrace 2019 and become the best you!
Can you believe 2019 if finally here? It’s been a long and exciting 2018, but as all good things, this too has come to an end. It’s time to reflect on things that helped shape us and brought us were we are today but it’s also time for new things so you can make 2019 just as memorable, and more importantly a huge success.
I don’t have a long list of new year’s resolutions. I don’t trust myself to keep with them and hate disappointment. So three things tops my list this year and hopefully I’ll be able to keep up.
My 2019 strategy
In 2019 I will be working harder towards my health. My health journey started in August 2018, took a plunge in December and I’m picking it up again in Jan. I’m not only talking about physical health but mental health as well. Healthy body, healthy mind. Looking after your mental health is vital as it affects every aspect of your life, social, family and career. I plan on working on my focus and my planning abilities. I’m not quite sure how to go about it yet but I guess that’s part of the journey. I’ve already started getting some tools together like my shiny new 2019 diary, I’ve used the Headspace app before for meditation and realized that I don’t even have 5 minutes of peace and quite in my house… I’ll try and pick that up again. I’m also reading Getting Things Done by David Allan. I’ve only heard great things about him and this book so hopefully I’ll be able to implement his strategies into my own work-life balance.
The second resolution is to be a better human being. Upskilling yourself is so easy, all you need is the will power and the drive (the time as well but if you have enough drive, you will make the time). I’ve planned out 12 courses I want to take this year to help me broaden my skillset. They range from digital marketing to nutrition (bonus because it helps with resolution number one). I’ve had the same resolution last year and only managed to complete one. It feels as though I stumbled into and through 2018 but with some help I’m sure I’ll be able to master the goal this year.
Finally, yet importantly, the easiest resolution… To make a bucket list and start ticking of some stuff I’ve always wanted to do but have never gotten to. The idea is to get out in the world and make yourself heard. I’m sure that finally visiting that networking event or contacting that client will boost my career in the right direction.
The New Year is usually a time to reflect but also a time for new things, a fresh start, a blank slate. Why not take it with both hands and embrace this gift you get to open each year and become the best you that you can possibly be!
Where to start in writing a blog post? This is how
They say writing blogs are important in the success of your marketing. I get that… BUT I have not done this a lot. I wrote lots of stories as a kid, but since I grew up my imagination and creativity…went in hiding.
I have not been challenged in years to write, so I myself had to go back and learn. As I was doing my research I decided to write about it as I go and share it with you.
I hope this will help you 🙂
This is what I normally do to write a blog.
- Coffee is my breath, my “haaa”, it takes me to that place of ease. So I will make myself a warm cup of coffee, clear out my desk and sit back, close my eyes and think of the topic ahead or a topic.
- Once I am clear about the topic I will start with research, making sure I know what I am writing about.
- Get some images for the blog and some for inspiration.
- Craft your headline that is preferably both informative and will capture your readers attention.
- Type away! Just let it “flow”, remembering this is only a draft, it does not need to be perfect. Not even close.
7 other tips to help you write a blog
#1 Own your first paragraph and the title
Having good compelling titles and introductions will make your readers want to read more. It wil inspire them. Wishpond contributor James Scherer says, “recent studies show that while 80% of people will read headline copy, only 20% will read the rest. This is the hidden importance of great titles, and why getting them right is so vital to a successful blog.”
#2 Be the expert not the bragger
Build a trusting relationship with your audience, make it seem that you are a expert in this, not just bragging about it.
#3 Focus on a specific audience
When drafting your blog, think and focus on a certain audience. They say that good blogs are targeted to a particular audience.
#4 Be informative
Don’t just tell a boring story, tell your audience something that they can learn while they read your blog. Educate your reader.
Most great blogs will follow basic SEO (search engine optimization) rules, using relevant keywords and anchor text. Using SEO practices will make your blog more relevant to your targeted audience.
(Moz has some free tools which can help you with that)
#6 End your blog with a trigger
So this blog you are writing, you write it for a reason – mostly this reason is to connect with the readers.
Try ending a blog with something that moves or motivates the reader to action. In this case it would be to motivate readers to write a great blog.
#7 Be consistent
You will need to be consistent in writing, you will need to write blogs on a regular basis. This is especially important to grow your audience.
If your audience sees you writing a blog every week, you will get more and more website crawls which will improve your SEO.
In other words, blogging successfully takes a lot of work. But that doesn’t mean blogging has to be difficult.
Need inspiration? Who better than Mel Robbins to help you with that?
For this women’s month I have decided to feature a woman that truly inspires me in life and business. She has adopted a no-BS lifestyle that has brought her to where she is today.
If you haven’t heard about the 5-second rule, you probably don’t know who Mel Robbins is.
How Mel started out
Mel started out in a legal career at the Public Defender, left her job and moved to Boston so her husband could finish his MBA. She then worked for a law firm and hated it. After maternity leave she didn’t go back and worked in a couple of tech startups which she enjoyed. Even though she enjoyed her job she felt like something was missing so she started seeing a life coach which inspired her to become one herself. She started studying towards a certificate in life coaching, qualified and started her career. When Ink magazine did a feature on her business she got a call from a big shot at CNBC for a job and that’s how her media career kicked off. After having some issues with a deal with FOX everything came to an abrupt end. Due to her contract restraints with them she couldn’t do anything in the media business for a year. She felt like such a failure that she didn’t see it fit to go back to coaching. On top of that her husband’s restaurant business was going under. Her world was falling apart. One night she decided she’d had enough. That morning when her alarm went off she didn’t hit snooze ten times as she usually did, she counted 5-4-3-2-1, launched herself out of bed and started putting the pieces of her life back together. Today her achievements are awe-inspiring.
Where Mel Robbins is today
Through utilizing her own 5-second rule, Mel became one of the most booked speakers in the world. Motivating people across the globe to get up and show up. She’s the CEO and Co-Founder of The Confidence Project which is a media and digital learning company. She is the Creator and Presenter of the Audible Series Kick ass with Mel Robbins. In 2017 she published best seller The 5-Second Rule. It was named the number one audiobook in the world and the fifth most read book on Amazon. Her TedX Talk has been viewed on YouTube by over 14 million people. She runs an award winning YouTube series #MelRobbinsLive giving advice and telling people about her life as a travelling CEO, motivational speaker, wife and mother of three. On top of that she’s a CNN commentator as well.
The 5-second rule helped her to get her life back on track after she was dealt a bad hand and got stuck in a rut. It teaches us that everything is achievable if you have the right mindset.
I’ve been following her on YouTube and getting daily motivation from her talks and advice. I can recommend her to anyone that’s hungry for success or that needs to get back in the saddle and start kicking butt and taking names!