10 Kinds of Difficult Clients and How to Handle Them[[ 1525125600 * 1000 | amDateFormat: 'll']] | 893 views
In the wedding industry, whether you're selling product or offering a service, encountering difficult clients is something that will happen. Despite the negative situation, as a chosen vendor you have to play smart so that your clients' trust will remain the same. Below we have 10 kinds of difficult clients and how to handle them. By following these tips, you will be able to take control over the situation and still maintain focus in crafting their dream wedding.
Though it's very normal for a client to negotiate for the best price, sometimes clients go too far and demand lower than what you can give. As a wedding planner, Hilda disclosed one important thing, to ensure clear negotiation and transparency so that clients truly understand where their money goes. "Educate your clients. More often than not, a client is oblivious to the prices in the wedding industry market. So, explaining the average cost of an item and comparing it to their budget as well as expectations might do you the trick," Hilda said.
BEST-THING-TO-DO: Prepare a list of things your clients will receive for the price they have to pay. After the deal has been agreed, ensure you deliver each item properly, as stated on the contract.
This situation usually happens when the client has higher expectations, which is more than a vendor's scope of service. This case could be worsen if you haven't been honest and realistic from the initial meeting. The key to this is not to exaggerate your product or service and don't say yes immediately if the client starts asking for additional requests. However, stay optimistic to your goal, which is to deliver the best for your clients.
BEST-THING-TO-DO: Communicate regularly with your clients and constantly report if there's any change from the initial package.
When the parents intervene
First, you need to understand that it's okay to take some notes from the clients' parents' side. Sometimes they might even be right! However so, remember that your client is the top priority. Having said that, be sure that your client takes the final say and whatever decision made, it is under the supervision of the couple.
BEST-THING-TO-DO: Always follow up on the clients if there are some requests coming from any family member and let them decide.
This is one of the most common yet most frustrating problem. Jeanette Anandajoo from Makeup by Jeanette gives us her opinion on helping indecisive clients, "I provide them with options and ask them questions that lead to a decision. These options will make it easier for them to pick one option as a final choice."
BEST-THING-TO-DO: Educate your clients a little and try to make a conversation about the related topic. You can also share past experiences and show them past projects of yours. Along the way, hopefully your client will effortlessly disclose what it is that bothers them, then address the issue accordingly.
Handling an overseas project with local clients could be the most exciting thing. However language fluency and culture shock might be a disadvantage for this one. When it comes to language barriers, rely on text-based communication for products. If you have to see your client in person from time to time, keep your messages simple and clear. Should there be any clash in culture, don't be afraid to ask for guidance and do some research before the initial meeting.
BEST-THING-TO-DO: Ask favor from someone who can speak in their language to assist you along the project or hire a freelance interpreter if you have an extra budget.
It is definitely tricky when you're dealing with clients that are insecure with each action you may take. Under this circumstance, one-on-one communication would work the best and try to arrange personal meetings as much as possible, this way they will feel more connected and slowly trust you. You can of course choose to be ignorant and let them play their game, but trust us, in the end it will be your work on stake.
BEST-THING-TO-DO: Be patient in convincing that both of you are going the same direction, which is the client's happy ever after.
While it's a must to stay updated with your client, it's also important to remember that there should be certain boundaries in accommodating their wants and needs. That's why, you should be firm on your work schedule and be clear on your updates so that your client doesn't feel the need to bug you all the time.
BEST-THING-TO-DO: Unless in urgent situations, make some space by not replying very promptly. Especially if it already goes out of hand, for instance: they're contacting you every half hour and feel the need to hear your opinion regarding things that aren't part of your job description.
It is natural for couples to fight from time to time. But it could be an awkward situation when they fight in deciding something that's related to your project, especially if you're there to see it. Offer effective solution as a middle ground. However, when both couples get upset for a personal matter, be as professional as you can to stay neutral.
BEST-THING-TO-DO: Be cautious with your actions on this sensitive moment. Be a good listener without taking sides and give some time for them to make up on their own.
Some clients are too controlling and wish to take charge over everything. As a vendor, you shouldn't act like a psychologist that's trying to evaluate their action or try to please them by accepting every request. Keep your ground but stay humble. Let them see that you know what you're doing so that they don't step all over you but don't ever try to level or top them.
BEST-THING-TO-DO: Ask specific questions to get a specific answer and say yes only to things you're able to cater. If there are some things you can't cater, explain your position and don't argue too much.
Whether it's verbal or non-verbal aggressive, you should maintain calmness and professionalism over clients with bad attitude. Unless it's your fault, don't apologize because you may appear weak when facing unexpected rudeness.
BEST-THING-TO-DO: Acknowledge what's important about the project. Stay focused on your goal. Don't take their insult to heart, instead empathize with their problem and find the fair solution to resolve the issue.
How do you respond if you're facing one of these situations? Tell us about your experience in handling difficult clients and share your tips to manage the situation on the comment section below.