Having some problem dealing with a difficult client …… and this problem resurfaced again mid-week, after a good 5 months of complete silence (on the client’s part).
Not picking up calls, not confirming/keeping to appointments is another. What is even WORSE than the already mentioned 2 points is giving excuses along the lines of ‘sorry I didn’t reply due to many changes in my job’ …… and even WORSE feigning ignorance on what you DID NOT DO!
How not to get infuriated with such problematic clients!!
Anyway am doing some ‘prepping’ online to get some tips on how to deal with this errant persone before I return the call (as per said person’s request, it can only be weekend …. what a prima donna!).
Good luck to me!!
This one is particularly good
Key points summarised from the above article
1. Tell the truth.Tell the client, in a business-like and professional way, with a little humor blended in, that they are a pain in your sits-bones (to be kind). You may think this is offensive, but it’s not. The reason it’s not is because difficult people know they are difficult. It will come as no surprise to your client that you find them difficult; I guarantee that you’re not the only one they’re difficult with. They’re probably difficult at home with their family members too, and with co-workers. The client may be testing you to see how far you’ll let them go. Don’t let them get away with difficult behavior. Call them on it, from the start, by telling the truth.
2. Tell them you want to do a good job for them, but you’ll not be pushed around.Insist that they be respectful or let them know they can go elsewhere. After all, you don’t need difficulty in your life, you’ve already got enough challenges as a financial adviser, you don’t need to add pain-in-the-sits-bones clients to the list.
3. Be commanding & well documented.Talk louder than you have to with difficult clients. Be clear cut and to the point in all your communications with them. Put everything you say to them in writing and send them a note, letter or email that outlines the nature of every discussion you have with them, including steps that each party will take. Document, document, document. Difficult clients try to make trouble, but don’t get very far when you’ve got everything well documented. (Plus, compliance will love you for it, because difficult clients are just lawsuits waiting to happen.)
Remember, you don’t need difficult clients. You’re better off without them. If they continue to be difficult, fire them.
One last note, perhaps some people need to learn how to be a human being first before expecting their advisers to give the ‘best advice’ according to their inflated egos and standards.