How can you handle difficult conversations with clients as a consultant?
As a consultant, you may face situations where you need to have difficult conversations with your clients. Whether it's about scope creep, missed deadlines, payment issues, or feedback, you want to handle these conversations professionally and effectively. In this article, we'll share some tips on how to prepare for, conduct, and follow up on difficult conversations with clients in the creator economy.
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Paul James HarveyPay by the day Commercial Support// Sales, Leadership and Negotiation Training//Career Help
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Maryam Salehijam, PhDLegal Happiness Champion | DEI ERG Co-Lead | PhD in International Business Law | Enterprise Account Executive
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Pinaal SavaliyaUI/UX Design | UX Research | Wireframe | User Journey | Figma designer| Prototype | App/Web Design.
Before you initiate a difficult conversation, you should have a clear idea of what you want to achieve and how you want to communicate it. Do you want to renegotiate the terms of the contract, request a payment, or address a problem? Do you want to preserve the relationship, or end it amicably? Do you want to express your feelings, or focus on facts and solutions? Having a clear goal will help you plan your approach and stay on track during the conversation.
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One thing I have found helpful is to list what you will deliver by day and week up front to the client. At the end of every day, I e-mail a summary of what I have done and also what my next working day will include. This regular communication means you will get instant feedback and also make it easier to renegotiate if requests that are out of scope are made. It is ultimately fine to walk away if things become unreasonable but, with a checklist of delivered items, it should at least mean you have a strong case to get paid for work completed
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Establishing a clear roadmap for the conversation involves not just defining objectives but also anticipating potential client reactions and preparing responses that prioritize mutual understanding and resolution. Beyond focusing solely on individual goals, prioritizing the client's concerns or perspectives within the conversation framework fosters an environment conducive to collaborative problem-solving. Moreover, integrating active listening and empathy into your communication approach facilitates a constructive dialogue, ensuring that both your concerns and the client's needs are comprehensively addressed during the challenging discussion.
Timing and medium are important factors in having a successful difficult conversation. You don't want to catch your client off guard, or interrupt them when they are busy or stressed. You also don't want to delay the conversation too long, or let the issue escalate. Ideally, you should schedule a time that works for both of you, and give them a heads-up about the topic and the purpose of the conversation. You should also choose a medium that suits the nature and the tone of the conversation. For instance, a phone call or a video call may be more appropriate than an email or a text message for sensitive or complex issues.
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Selecting the appropriate timing for the conversation involves considering both your and the client's schedules to ensure a conducive and receptive environment for discussion. Providing a heads-up about the discussion's topic and purpose in advance allows the client to prepare mentally, fostering a more constructive dialogue. Additionally, tailoring the medium of communication to suit the complexity and sensitivity of the matter - opting for a direct conversation via phone or video call over written communication for intricate or sensitive topics - helps convey nuances and emotions more effectively, facilitating a clearer understanding between you and the client.
During the conversation, you should balance empathy and assertiveness. Empathy means that you try to understand your client's perspective, feelings, and needs, and acknowledge them respectfully. Assertiveness means that you state your own perspective, feelings, and needs, and ask for what you want clearly and confidently. You should avoid being aggressive, defensive, or passive-aggressive, as these can damage the trust and rapport between you and your client. Instead, you should use "I" statements, active listening, and open-ended questions to convey your message and invite dialogue.
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I've had the pleasure of working with countless clients and I've noticed the large majority understand that sometimes things are not perfect. Those clients are the easiest to fix a problem with. The hardest clients are looking for scapegoats. So always assess what kind of client you have and make sure you are strategic in your language and tone.
The ultimate goal of a difficult conversation is to find a win-win outcome that satisfies both you and your client. This may require some compromise, creativity, and collaboration from both parties. You should avoid blaming, accusing, or criticizing your client, as this can make them defensive or hostile. Instead, you should focus on finding common ground, identifying the root causes of the issue, and exploring possible solutions. You should also emphasize the benefits of resolving the issue for both of you, and express your appreciation for their cooperation.
After the conversation, you should follow up and document the outcome. You should send a summary of what was discussed and agreed upon, and confirm the next steps and deadlines. You should also keep a record of the conversation and the outcome in case of any disputes or misunderstandings in the future. You should also monitor the progress and the results of the outcome, and provide feedback or support as needed. If the issue is resolved successfully, you should celebrate and thank your client for their partnership.
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Visuals and drafts alone can lead to miscommunication. Clients often believe what they see and relate to, not just hear. To avoid misunderstandings and ensure productive meetings: Research: Dig into client projects, industry trends, and similar initiatives. Gather examples: Showcase projects or case studies that demonstrate success. Prepare documents: Develop research summaries, competitor analyses, or project outlines. By going beyond visuals and explanations, you'll present informed solutions that resonate with clients, minimizing miscommunication and boosting success.
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Though all the strategies listed are equally relevant, what has almost always worked in favour of both, my clients and me is procatively keeping them well-informed at regular intervals. However, the medium for discussing difficult conversations should definitely be in-person. Empathy is crucial. I believe focusing more on what we can offer as a solution, instead of hovering on the negatives helps revive the trust, if any was lost. Assertive sentences in a difficult conversation will help highlight the postives over the negatives.
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I have always looked at the client through rapport finding things in common, usually breaking ice, then I have a sense of urgency which usually gives them the attention and updates if any. It calms them and puts the trust on you. Also buying them a welcome gift (food, gift certificate something small and quant) it also presents a human side, it’s always good. Smile, smile, smile!
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I have always looked at the client through rapport finding things in common, usually breaking ice, then I have a sense of urgency which usually gives them the attention and updates if any. It calms them and puts the trust on you. Also buying them a welcome gift (food, gift certificate something small and quant) it also presents a human side, it’s always good. Smile, smile, smile!
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I have always looked at the client through rapport finding things in common, usually breaking ice, then I have a sense of urgency which usually gives them the attention and updates if any. It calms them and puts the trust on you. Also buying them a welcome gift (food, gift certificate something small and quant) it also presents a human side, it’s always good. Smile, smile, smile!
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