Dealing with Troublesome Clients

You can see them come through your entrance and you grimace. It’s ‘that troublesome client’ again. You performed virus removal services and they reinstalled the malware immediately upon returning home, and then blame you when they start having problems again. Perhaps it was deliberate, perhaps it was that pink elephant bubble shooting game they just couldn’t live without, but you’re apparently to blame for what happened. It keeps happening. How do you deal with troublesome clients?

Scam or Legitimate Complaint?

This is different from the scenario where a customer or client deliberately attempts to extort services or hardware from you based on false claims. Perhaps you are contracted to work on a specific machine, and when you return the machine, they claim you stole their hardware, when they actually removed it themselves after you returned it. Other individuals will attempt to offer you work, often from a distance, and ask for an estimate. When you reply, they offer to send extra, and request that you send money back to them to compensate. In the end, the check bounces, they get extra money, and the work, if it was performed, was done for free. Those individuals need to be avoided at all cost. Any attempts to do further business with them will only result in more headaches than it’s worth, and if they’re attempting to scam you, it’s not worth anything.

Display the Evidence

Let’s take the first scenario for an example. When you removed the malware the first time, did you present the client with a full report on what malware was found in their system and what programs were associated with it? This is very easy to do via anti-malware scan reports, and even a screenshot of the report will do as a record. If the client returns and claims to be infected again, and the report indicates they infected their machine again, show them the new report, and show them what caused it. You could offer to block the offending website from their computer, or even install a better anti-virus. The point that you need to ensure making is that it was not your fault, through evidence of the infection.

If they listen and take note, and promise to do their best not to infect their machine again, continuing to do business with them may be an option. I usually like to give all customers a second chance at everything. The first time a negative experience occurs, it could be written off as a bad day, stress, etc. Perhaps their grandchildren are to blame for the infection. Perhaps they are just frustrated with their inability to prevent what just happened. Take the time to find the root of the frustration, and if they respond well to your calm inquiry, continue to work with them on the issue.

This scenario doesn’t just involve malware infections and repeated infections. Some clients request certain software to be installed on their computer, and when it doesn’t live up to their standards, you are the scapegoat. Unfortunately, the only way to deal with this is to sympathize with them, the particular software isn’t for everyone, and while many enjoy using it, many do not. Focus on offering alternatives or other solutions rather than on whose fault it was. If you can redirect the focus of their frustration into requesting their opinion on what they would like instead, and actively work on finding something better for them, this may impress them somewhat, and their attitude may change.

When it’s Not Worth it

On the other hand, if they’re continually aggressive despite your attempts to work with them, it’s likely to be a repeat performance, and you would be better off sending them away to deal with your competition, and refuse to do business with them anymore. A few things could happen. They may realize later down the road that they are chasing technicians away from dealing with them, and come back and apologize. On the other hand, they may eliminate all vendors who do business with them, one by one, and eventually have to take their issues to other technicians far away, or they may eventually just relocate and repeat the performance elsewhere.

Clients who continually blame you for everything aren’t good for business. They’ll hurt your reputation if they spread their opinions around, and the longer you do business with them, the more widespread the damage could be. If you refuse to do business with them, other service providers and business associates may take note and come to the same conclusion you did about this particular individual, leading to an improvement in your reputation on that scale, whereas if you continue to do business with them, it could be a detriment to your reputation.

Your Goal: From Troublesome Client to Loyal Client

When dealing with a troublesome client, your first impulse may be a witty retort, but resist the urge. Your goal here is to turn this scenario around and turn them into a good client. Calmly discuss the matter with them, inquire with patience and mildness, yet be firm when proving that the issue at hand is not due to any fault of yours. If the issue was your fault, have the decent courtesy to apologize and offer compensation, but this is rarely the case among experienced technicians. Offer solutions, not sarcastic remarks, no matter how strong the temptation may be, and chances are, if the individual is a decent person, they’ll gain respect for you, and you may find a very loyal client who will send other business your way.