What do you get when you hate your client? It's Warwick from Account Manager Tips
I'm gonna get you through this we're gonna do it together, OK? Sit tight
You know you don't like your client? When they like to tell you how to
do your job? When they want you to do their job as well as yours? When they're
just plain old nasty pieces of work? OK, so true story. I met a client of
mine for the very first time I walk in she says to me "your company stuffed up
and what are you gonna do about it?" "Hi. Nice to meet you I'm Warwick." Honestly
she got under my skin from day one. Another time she says to me "Warwick, now listen
could you call a mutual supplier and arrange blah blah blah blah"
I'm like you know what? Against my better judgement I'm going to do this for you
because I want us to know what things out. I call mutual supplier, arrange blah
blah blah she then calls me and goes. "How dare you. I never authorised you to
represent us - this conversation is over!" [clunk] and she hung up on me. I mean
I mean, she hung up on me! What crazy person does that? She was nuts
She literally tested my last raw nerve but I didn't have a choice I had
to work with the woman. So here is what I've learned it happens to us all okay
so you're not alone. First things first. It's business so try to put things
into perspective right we're not here to love one another we're here
to get the job done right so try and separate the personal from the
professional it can be hard sometimes but that's number one. Let them do the
talking. Most of my clients wouldn't
know that much about me and it's not because I'm not personable but whenever
I get an opportunity to have a conversation with them I'm always asking
questions. I want to know more about them I want to know more about their job
their company what they're doing what the challenges are so you know I let
them do all the talking and never interrupt right just let them run out of
steam until they're ready for you to have your say
Make copious notes. Hang on every word. With this woman I knew she lived in you know
her whole background from the war right through to her son to her divorce to property
that she was buying to her retirement plans and I made diligent notes on all
of these things so that whenever I was going to get back in front of her I knew
her son's name I knew where she had bought her retirement home I knew
her war stories and there was always an opportunity for me to question and ask
her how things were going so that made a huge difference to our relationship
Match and mirror. So that's where you kind of reflect their pace so if they talk
a mile a minute you know you talk a mile a minute. If they are the strong silent
type you be the strong silent type. If they want to ask short sharp questions you
are short sharp questions. I think that sometimes works - use that with caution
you need to be a little bit expert to make sure you don't come off kind of
crazy. I have used this to success sometimes. I'm not the most skilled at
that. It's hard not to just be me so if you can pull that off more power to
you and it is a good tactic. Meet more often in person. People build much
stronger relationships when they connect in a physical face-to-face environment
you will not get such a deep strong connection when you are meeting over the
phone or communicating by emails so that is another
tip - if you're working with somebody that you really don't like as strange as it
may seem - don't avoid them, meet them more often and you will learn things about
them that will help you find a way to connect.Now this may be hard to do but
don't bitch about them. Every time this woman used to call me as soon as I'd hang
up the phone I'd be like "Oh God there she goes again" - spend the next half
hour venting to anybody that would listen and it really didn't do me much
good it didn't do the team any good and it was really hard for me to get past
that negative perception I had of her because I was constantly moaning
and she would set me off every time she called me so try and just take a
couple deep breaths like you interact with them after they push some of those
buttons of yours and move on. Be diligent with your note taking, with your agenda
items with your emails - basically cover your ass. You do not want anything to
point ... you know you don't want to leave them with any ammunition
You don't want them to be able fire back at you with things that you may
have dropped the ball on so be scrupulously, ruthlessly diligent when it
comes to managing that account. Talk to your manager and let them know about some of the
challenges you're having and that out you are finding it difficult to work with this
client they might have some good advice for you they may be able to help you
navigate some of the challenges and don't keep it to yourself you don't want
this to be a surprise to them if things do escalate because it could happen and
you want to make sure that you have your boss on your side and that they are
aware of some of the challenges. Take a break. So you know with this
woman I was so determined to make her love me and we were just constantly
butting heads and you know what sometimes just take a break and work
with a client you really like. That can just help restore your mojo you know
Get you back grounded and centered and as a absolute last resort if it is
really not working out for you or for your client wave the white flag and let
your boss know that really a change of Account Manager is probably in the best
interest of everybody. It happens. Don't feel defeated don't feel crushed
don't feel ashamed or embarrassed. I have had to reshuffle portfolios from time to
time and there are plenty of excuses that your manager can make to your
client that are going to save your reputation and are just gonna make
things better for everybody. I think that's about it that's my advice for you
if you have any of your own to share if you like this video if you have any
feedback advice or comments for me about managing clients you hate please comment
below. Think about subscribing and if you want to connect you can find me at
my blog AccountManager.tips or at the social media platform of your choice
@warwickabrown and I'm gonna see you next time
you