how do you keep going when you are working with clients that will openly reject hard data / facts and are stuck with their own assumptions?
What are your strategies/communications styles when dealing with irrational clients?
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Let them get it all out. Keep them talking without contradicting anything. Ask questions about why they feel that way. Eventually they will get tired and ask for your opinion. Give this opinion and ask for their thoughts, leading them to think it was their idea and they have ownership stake in it succeeding.
Also, check your bank account balance often to remind yourself why you put up with this bullshit.
Also, check your bank account balance often to remind yourself why you put up with this bullshit.
Truly sage advice here. Always let them gas out their frustrations and play the long game. Don't get into a debate about what is and isn't. I also keep close to my desk a set of de-escalating questions. "Tell me what you want me to do and then I'll tell you what I can do."
Had a lot of difficult clients, but they always pay the best.
"how can we solve this?"
"how can we solve this?"
The back of my hand, hasn't failed me yet.
"You looking to get Tiddy slapped?"
Winner of the internet for 2021, ladies and gentlemen and they/them. Bow in honor of such a legend in our midst.
We are not worthy
I'll be expecting my nomination for a Webby. Showing up to the awards in disguise for anonymity purposes.
For me it depends on how much that client is worth...everyone has a price. If someone spends enough money with me, I will walk their dog, take their trash out, whatever they need. If they just really wont listen to you, the expert, then let them know that you are going to do it their way, but you REALLY dont think thats best.
OR you become more irrational.... “When the going gets weird, the weird turn professional.”
OR you become more irrational.... “When the going gets weird, the weird turn professional.”
Are you sure the client or prospect can be won over? If not, put it on the back burner. Don’t kill yourself. If that fails, evaluate firing them. How much is your time worth?
Sometimes it's important to qualify your prospects as potential customers, and not just likelihood to close.
Are they going to be more of a liability for your company than they're worth? Sounds like this one would.
But @TheOverTaker has a point, money can eclipse a lot of other headaches.
Are they going to be more of a liability for your company than they're worth? Sounds like this one would.
But @TheOverTaker has a point, money can eclipse a lot of other headaches.
must acquire currency
I realize that I cannot change their minds, and if they want to move forward then they will need to come to their own conclusions. Closed-Lost and think it would be nice for a zombie deal.
We run into this a TON at my current company. Best course of action is always to be a sounding board and lead with empathy, not sympathy. Make them feel heard.
I’ve learned that what they are yelling/being stubborn about isn’t the real issue so I play armchair psychologist and ask them how it’s impacting their business and what the ideal outcome is. Then you can work with the client to get them there.
If the subject at hand is not critical to the sale I’ll also let the prospect know that I am happy to address for the next 10 minutes but after that we will shift the conversation to more productive topics that is a better use of everyone’s time.
Be willing to say no and turn them away, they're never worth the headache.
I also recommend yoga and slashing their tires.
I also recommend yoga and slashing their tires.
Be silent. Listen. Let them finish talking. Then thank them for their time and find a different contact in that company.
Depends upon:
1. If they are the right ICP2. Expected business from them3. Complexity involved
In a few cases I let prospects go only to see them returning back after a few months. I also target multiple people in the same org to mitigate this situation.
1. If they are the right ICP2. Expected business from them3. Complexity involved
In a few cases I let prospects go only to see them returning back after a few months. I also target multiple people in the same org to mitigate this situation.
Tell em they’re wrong.
If they are already a client, then its all about listening. Whenever they get ridiculous, schedule up a call (invite some support people, maybe a VP level) and just ask them open ended questions so they can vent. If in time the juice stops being worth the squeeze, and the contract is up - we move on from that client.
Counter the character. Hard go hard, soft go soft. Counter.
We have a client in which allllll of their colleagues argue and shout on the call (not at us).
We counter it with straight talk and decision making action.
We have a client in which allllll of their colleagues argue and shout on the call (not at us).
We counter it with straight talk and decision making action.
Always be the more professional person in the interaction. Stay calm when they yell.
It takes self-restraint in the moment, but it's always the best move in hindsight.
It takes self-restraint in the moment, but it's always the best move in hindsight.
Are you getting tie downs along the way? Sometimes when something makes a ton of sense to us, we roll through feature/data dumping assuming they are riding the wave with us, they get tons of rebuttals.
Check in often as you go, make sure you catch when they start to fall off the wagon. If they disagree in minute 2, by minute 8 it won’t matter how good you are.
Just here for solidarity and advice because I AM LIVING THIS NIGHTMARE RIGHT NOW!!
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