How can you build rapport with a client who is difficult to work with?

1 Understand their perspective

The first step to building rapport is to try to understand where your client is coming from. What are their goals, expectations, challenges, and frustrations? How do they prefer to communicate and receive feedback? What are their values and motivations? By asking open-ended questions, listening actively, and showing empathy, you can gain insight into their perspective and show that you care about their needs and concerns.

2 Find common ground

Another way to build rapport is to find something that you have in common with your client. It could be a personal or professional interest, a hobby, a passion, or a shared experience. By finding common ground, you can create a positive connection and show that you are not just a service provider, but a human being. You can also use humor, compliments, and stories to lighten the mood and break the ice.

3 Respect their boundaries

While finding common ground is important, you also need to respect your client's boundaries and preferences. Some clients may not want to engage in too much personal or casual conversation, while others may appreciate it. Some clients may have strict deadlines, rules, or procedures, while others may be more flexible and open to suggestions. By respecting their boundaries, you can avoid misunderstandings, conflicts, and resentment.

4 Communicate clearly and confidently

Communication is key to building rapport and maintaining a good relationship with your client. You need to communicate clearly and confidently about your expectations, progress, challenges, and solutions. You also need to communicate regularly and proactively, keeping your client informed and updated on the status of your project. By communicating clearly and confidently, you can demonstrate your professionalism, competence, and reliability.

5 Handle feedback and criticism gracefully

One of the most difficult aspects of working with a client who is difficult to deal with is handling feedback and criticism. Sometimes, your client may have unrealistic expectations, unreasonable demands, or harsh comments. Instead of taking it personally or reacting defensively, you need to handle feedback and criticism gracefully. You need to acknowledge their point of view, thank them for their input, and ask for clarification if needed. You also need to explain your rationale, offer alternatives, and negotiate a solution that works for both parties.

6 Show appreciation and gratitude

The last tip to build rapport with a client who is difficult to work with is to show appreciation and gratitude. You need to express your appreciation for their trust, cooperation, and support. You also need to show gratitude for their feedback, referrals, and testimonials. By showing appreciation and gratitude, you can reinforce the rapport that you have built and increase the likelihood of repeat business and referrals.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?