“If there’s a lot of buzz around one form of marketing, I tend to look for what makes it effective and use that information to branch into a different promotional area.” – Debra Mastaler, President, Alliance – Link
In business, handling difficult clients is inevitable. They can make or break a company’s reputation, especially when their concerns are not handled correctly. The goal of the SEO experts is to meet their client’s needs and expectations. However, even competitive businesses have also their fair share of various encounters of challenging and problematic clients. But that does not stop them from doing their business efficiently and successfully. For some, handling clients may be their worst nightmare. This can also be one of the challenges every marketer should face.
In every business, they have their own ways on how they handle their clients. The techniques of managing clients may be different depending on the circumstances. But to give you an idea, below are some common ways on how SEO experts handle clients, especially in difficult times.
1. They set limits
Keep in mind that failure to handle clients properly would mean trouble. That means, every marketer should know and understand their client’s needs to prevent any commotions. But just because you need to meet your client’s expectations, that does not mean you are also obliged to do whatever they want to you to do even if it is impossible. Remember that your SEO company also have standards or policies to consider and follow. When this happens, experts usually avoid this by setting limits and distancing themselves when necessary. Moreover, another great way to set limits is to ask the problematic client how they intend to fix the problem. They will either quiet down or redirect the conversion to another topic.
2. They rise above
Difficult clients have an irrational behavior. If you do not want to face the problem all over again, then rise yourself above them. Experts do not allow themselves to respond to their clients emotionally and get sucked into the mix. The more they give in to the problem, the harder for you to get out from it. If you want to win against those complicated clients, then you should quit trying to beat them at their own game. Again, distance yourself from them emotionally and approach them professionally instead.
3. They aware of their emotions
There are just times clients can’t contain themselves, especially when they want you to to do something yet impossible enough to get you started. As an expert, make sure to maintain an emotional distance that requires your awareness. For instance, if you think that the conversion between you and your client is already heating up, then try to keep your cool. Do not compete with their emotions. This will only lead to another heated argument. Instead, think of a way where you can come up with a better solution where both sides would benefit from it.
4. They establish boundaries
When it comes to business, never forget to set boundaries between you and your clients. Although there are clients that are friendly, you should not be carried away with their attitude. Always remind yourself that you need to approach them in a professional way. For instance, if you are working with someone closely on a project team, that does not mean that you need to have the same level of one-on-one interaction with them. Of course, you also have to think that you are transacting some business matter. It is in this way where you will be able to get things done in no time. Moreover, as an expert, you should not be afraid to buy yourself some time to do so.
5. They don’t focus on problems – only solutions
Although circumstances in business are inevitable, experts should not focus on the problems. But instead, you need to find a better way where you will be able to get solve the current problem. Keep in mind that if you focus your attention on the problems, your emotional state might get affected and you can’t think of any solutions at all. That only means, you need to distance yourself from any emotional attachment to your work. This is just to make sure to you will be able to deliver the right service to your clients.
We all do know that handling clients may be a challenge. However, if you treat them in a professional way as possible, where you can also meet their needs and expectations, then expect a loyal client in return. Of course, handling your clients properly is also an investment you can make for them to be your repeat client.