You're working with a difficult client. How can you keep your cool and maintain professionalism?

1 Understand their perspective

The first step to managing a difficult client is to try to understand their perspective and needs. Maybe they are under pressure, have unrealistic expectations, or lack communication skills. By empathizing with their situation, you can avoid taking their behavior personally and focus on finding solutions. Ask them open-ended questions, listen actively, and acknowledge their concerns. This can help you build rapport and trust, and show them that you care about their satisfaction.

2 Set clear boundaries

Another important tip is to set clear boundaries and expectations with your client from the start. This can help you avoid misunderstandings, conflicts, and scope creep. Define the scope, timeline, budget, and deliverables of your project, and communicate them clearly and confidently. Also, establish how and when you will communicate with your client, and what kind of feedback and revisions you will accept. If your client tries to change the terms, push back politely and firmly, and remind them of the agreement.

3 Stay calm and professional

Even if your client is rude, aggressive, or unreasonable, you should never stoop to their level or lose your composure. This can only escalate the situation and harm your reputation. Instead, stay calm and professional, and use positive and respectful language. Avoid blaming, criticizing, or arguing with your client, and focus on the facts and solutions. If you feel yourself getting angry or frustrated, take a deep breath, pause, or ask for a break. You can also vent to a colleague or a friend, but do it privately and constructively.

4 Seek support and feedback

Sometimes, you may need to seek support and feedback from your manager, your team, or your peers when dealing with a difficult client. They can offer you advice, guidance, or assistance in resolving the issue. They can also provide you with a different perspective, a fresh idea, or a constructive criticism. You can also learn from their experiences and best practices in handling similar situations. Seeking support and feedback can help you improve your skills, confidence, and performance.

5 Know when to walk away

Finally, you should know when to walk away from a difficult client if the situation becomes unbearable or unprofitable. If your client is abusive, dishonest, or unreasonable, and you have tried everything to make it work, you may need to end the relationship. However, you should do it professionally and gracefully, without burning bridges or creating enemies. Explain your reasons, document your work, and fulfill your obligations. You can also refer them to another provider or service that may suit them better.

6 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?