As an accountant, there’s always a time when you might come across difficult clients. With all those nasty remarks being thrown at you, sometimes it’s just hard to keep your cool while speaking with these types of customers — it’s like wildfire, slowly spreading. But there are some things that you can do to lessen the tension. Here are 4 tips on how you can efficiently handle difficult clients and have the fire under control.
Flickr (semon davis)
1. Give your Clients a Straightforward Approach
“If I had 60 minutes to solve a problem, I’d spent 55 minutes defining it, and 5 minutes solving it.”
— Albert Einstein
From the immortal words of Einstein, one of the greatest minds in the world of strategic thinking, solving a problem might take time but make sure that as time progresses you had already figured out the solution to a problem.
You should always be specific especially when it comes to solving problems of a difficult customer. It might be tough at first, as your client might say “everything’s a mess”, but if you would ask the right questions or better yet ask them what really is the problem and where did it go wrong, then you might formulate a solution that you can advise your client. It’s like solving a rubik’s cube, where you must locate the areas before switching the blocks until you come up with the right sides of the cube.
2. Connect with Words They Can Relate To
Since you and your client are from different business types, then there would always be differentialities when it comes to the terms both parties are using.
There would be terminologies in accounting that your customer might never understand at first, so the best way for you to connect with your client is to choose words that they would easily comprehend, and simplify your thoughts so that you can clearly discuss the situation with them.
3. Use Detailed Terms in Contracts
Always make sure to prepare a contract with detailed information on the terms of agreements, so that you and your client would understand what exactly are the responsibility of both sides from the get go. If everything’s been clearly elaborated from the start, then there would never be any unwanted problems.
4. Keep Note on Everything
Flickr (Alejandro Escamilla)
I would also recommend that you jot down notes on each of your conversation with clients, especially if he/she is indecisive, or is always changing decisions from time to time. It would be a good move since you can track all the decisions and changes that you have done during the work process. You can also monitor the sections in which the client has complains, and those notes would also set as a reminder that those issues have been fixed.
Dealing with difficult customers will always be there when it comes to business, but what’s important is that you have the patience to push forward and resolve the issues. Keep in mind that there are clients that really needs full understanding so what you have to do is to follow these steps above, be calm and bring out the best in your accounting firm.