Handling Difficult Clients in Design Situations

Saying "yes" feels right, but "no" can save your project. And also save your client’s trust. Last week I had a tough time with one of my clients. Firefighting with a last-minute high-priority request. → The request was outside the scope. → No one is trained to do it. → And, I need to deliver it next week. These unrealistic expectations are nothing new in project management. I had two choices to respond to this conversation: 1/ Say yes and rush to finish. 2/ Have a tough conversation and protect the project. I chose the second. It would have been easier to say: ↳ "I’ll move things around and figure it out." ↳ "It’s tight, but I’ll make it happen somehow." The first option feels easier. You want to be helpful. You want to be seen as a problem solver. But what happens when you agree to unrealistic expectations. Particularly the one that is unclear. → They lead to mistakes. → Mistakes lead to rework. → Rework leads to missed deadlines and broken trust. Here’s a better way to handle such situations: → Listen and acknowledge the urgency. → Explain the impact of rushing. → Offer a structured way to address the request. For example: "Let’s do this right, not just fast. If we rush, we’ll need to redo work later. Instead of squeezing it in, let’s reprioritize, consult the team and review the impact. Please submit a change request so we can assess it properly." Will it be uncomfortable? Yes, it will be. Will there be push back? Yes, there will be. But in the end, your client will respect the process. You’ll save your project from scope creep. The team will trust you. Difficult conversations aren’t about saying NO. They’re about setting clear expectations, so projects actually succeed.

When things aren’t going perfectly with clients, we’re not only brutally honest, but we’re the first to bring it up. But it took years for my co-founder and I to build up the courage. I used to be a pleaser. Terrified of having difficult conversations with clients. Worried about hurting feelings. Maybe that’s because it’s how most agencies operate—vague promises, smoke and mirrors, kicking the can down the road. Never ‘it’s our fault.’ Always ‘we're just waiting for the algorithm changes to settle’ or ‘we just need to adjust the target audience slightly’. But that approach tends to backfire. What starts out as discomfort (because everyone knows things aren’t quite going well) becomes an acid that eats through and eventually destroys the relationship. The truth is that clients aren't stupid. They wouldn’t be where they are if they were. They know when they’re being fed BS. And they deserve the truth. For example, last year, we had a client whose campaigns weren't hitting their targets. Instead of dancing around it, we told them: 'We can hit this conversion target, but only by turning on low-quality traffic that won't actually help your business long-term. Let's either set a realistic target or plan a clean transition.’ Was it uncomfortable? Absolutely.  But it led to a series of honest conversations. It also led to the kind of newfound mutual respect only unvarnished candor creates. Thoughts? Discuss.

The way I handle difficult clients today, is COMPLETELY DIFFERENT than how I handled things 3 years ago. Here's what's changed: 3 years ago I would: - Bend over backwards to make things work - Assume the client is 100% always right - Assume an apologetic servant role in angry client meetings Today I: - Give clients 100% honest feedback even if they don't want to hear it - Set realistic expectations of what's possible even if it's at odds with "the plan" - Push back when they say something stupid or incorrect - Treat them as a peer, not someone who's writing the checks - Walk away if the fit isn't there In reflecting on what has driven this change, I think there are a few things. First, an acceptance that not all clients are going to be the right fit for our ways of working or services offered. Second, one of the things I love most about having reached a certain level of success is I'm able to say no and walk away from "bad revenue" without fearing for my company or my personal wellbeing. Finally, the feeling of having a portfolio of clients who are aligned with your team and your values, where there is a true mutual respect and not the typical client<>agency relationship - that feeling is worth its weight in gold. It helps retain employees because everyone is happier and feels valued. It helps retain clients because everyone is aligned on the jobs to be done. For those of you just starting out on your journey as a consultant or agency owner, know that there's certainly a time and a place to bend over backwards, however if you can stomach it, learn from my mistakes and handle clients well from the get go. Anyone out there relate?

Over the past year or two I’ve learned a clever mind trick for dealing with "difficult" client requests.   (It’s a mind trick I play on myself, not the client.)   When the client says or requests something of you that’s upsetting, frustrating or disappointing, rather than get wrapped up the feeling, use it as an alert.   And alert that a boundary might be in jeopardy and needs attention.   Here’s an example. Last year I had a client request something of me that was clearly outside the scope of our engagement.   Normally I would have wrestled with that request and maybe even acquiesced because it seemed like a good “customer service” thing to do.   That that would have led to feelings of resentment and helplessness. It may have even ruined my day.   But because I was much more aware of the boundary issue, rather than ignoring it and making a bad decision, I used that emotion as my trigger.   Don’t get me wrong. I still felt that core negative emotion. But I was able to detach enough from that emotion to see the situation more clearly.   I didn’t tell her “no,” but I gave her another option that I knew would work well for both of us—a true win/win.   She was super happy. I was happy. Everyone benefited. And I didn’t get into a negative spiral like I may have done before.   A big part of this is awareness. Just thinking about this stuff daily.   And by the way ... you don’t have to come up with solutions on the spot. You have the right to hit “pause” and tell the client you’re going to think about it and get right back to them.   It’s not about being quick on your feet. It’s about using emotions as your trigger for following a different script.   One that serves everyone much better.   #ClientManagement #EmotionalIntelligence #BoundarySetting #EffectiveCommunication #ProfessionalDevelopment  

Want to close 6-figure deals with "difficult" clients? Stop doing this one thing immediately: Last week, we faced a difficult client who seemed impossible to please. But instead of getting frustrated, we're in the habit of doing something different: Getting curious. Here's what we've learned: 1️⃣ Ask more questions — Dive deep into their context. What competitors are they facing? What past experiences shape their views? What current challenges is their company enduring? 2️⃣ Acknowledge your blind spots — Realize you don't know everything about their situation. This humility opens doors to better understanding. 3️⃣ Adapt your approach — Stay flexible. Be willing to shift your focus to address the issues they care about most, even if they weren't initially on your radar. 4️⃣ Learn from their expertise — Every client, even challenging ones, has valuable insights about their industry. Tap into that knowledge. By exercising patience and genuine curiosity, we not only salvaged the relationship but turned it into a $50k deal. This approach has helped us work with over 400+ brands in the last 10+ years. Difficult clients aren't obstacles. They're opportunities to grow and learn. Next time you face a challenging client, try getting curious instead of frustrated. How have you turned your "most difficult" clients into your biggest wins. Let me know in the comments