[364] How to deal with difficult clients or customers

Do you ever have clients or customers who seem impossible to please? If you’re a coach or consultant, these typically show up as clients who sign up to work with you…and then don’t do the work. But somehow they try to make it feel like it’s all your fault.

If you have a product-based business, these are generally the ones who ask for discounts and refunds – often without justification. These kind of people can be a huge drain on your energy – and your time.

In this episode I share practical strategies for dealing with difficult clients and customers.

{Click on the player above to listen to the podcast episode and/or read on for a detailed overview. Scroll down to the bottom to read the show notes including all the links mentioned in this episode}

Podcast shownotes

  • How setting the ground rules can help reduce complaints (4:46)
  • Why prevention is better than cure by managing expectations of clients (5:46)
  • How setting boundaries can reduce your workload and manage client expectations (6:45)
  • How to create a fairplay agreement for your guidelines and learn about mine (13:25)
  • How having your FAQs on your sales page can help if a customer is dissatisfied(14:08)
  • How communicating well and monitoring your communications can help protect against unhappy clients (16:48)
  • How creating key blog posts in a membership can improve a client experience (18:10)
  • How anticipating potential problems will help prevent problems with clients (22:39)
  • How to use a discovery call with a potential client to decide if you can work with them (24:45)
  • How to defuse a situation with an unhappy client (28:00)
  • How putting the onus back on the customer can help de escalate a situation (29:38)
  • How to deal with someone who complains by showering them with love (33:17)
  • Why you shouldn’t be afraid to refund people and let them go (36:20)


Jay Baer Hug your haters

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[202] Behind the scenes of my membership community (podcast)

[219] How to get your ideal clients to fall in love with you with Laura Pearman (podcast)

[281] How to find new clients or customers fast (podcast)

[351] How to get corporate clients (and why you should) with Dylis Guyan (blog post)

Lost your mojo with your membership community? Here’s how to get it back. (blog post)

How to add captions to your video using Kapwing and Rev.com (blog post)

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