Global Love Report – November 10, 2021
Written by Pamela Stephanie
Dealing with difficult clients can be tricky. Perhaps a client has been unhappy with their matches because the client believes they’re unsuited. Or maybe they have demands that can be deemed unreasonable.
Here are a couple of tips on how to deal with demanding clients:
Find Out Why They’re Acting This Way
Figure out why the client is acting this way. If they refuse to budge on preferences that may be deemed “minor” to others, find out why they think or feel that way.
If they’ve been rather easy-going and suddenly turned demanding, find out why that may be. Maybe they’ve had a bad day or maybe something happened to them before or during the date.
Sometimes, they may even just need a listening ear to vent out their problems.
Ask Questions
Asking questions lets them feel heard, makes them know that you’re listening to them and their concerns. This is especially useful when the client may be a little heated in the conversation. It can help deescalate a situation.
It’s also a good strategy when you’re feeling particularly defensive about something a client says. When in that situation, take a moment to pause and calmly ask them a question about why they feel that way.
Acknowledge their Problem
If the client really does have an issue—maybe they’re new to the matchmaking process and are unaware that it takes time—then acknowledge their issue.
You can start with a simple “I understand you’re having an issue with A,” and then offer them solutions.
Avoid outright agreeing with them as that can stoke their anger or can be held against you if they seek legal actions.
Let the Client Go
At the end of the day, if the client is far too difficult for you, it’s best to part ways with them.
You may be reluctant to part ways with a client. Some matchmakers may think of it as “giving up” on a client or perhaps see it as some sort of personal failure. But the truth is, sometimes it’s wise to let clients go.
Maybe they’ll find better luck elsewhere or maybe they’ll be more open to compromises in a couple of years. But it’s best that you cut your losses and focus on your other clients instead.
To avoid having a difficult client in the future, it’s important to note that screening potential clients is vital. If you feel that the client may not be suitable with your company, then you can refer them to someone else that you think may be able to help them.
