How to Manage Impossible Clients


I’ve had this article hanging around my Pinboard (please don’t confuse that with Pinterest, by the way) for a few months now, and it’s time I gave it its due. It’s an excellent piece, as is par for the course with Harvard Business Review’s op-ed content.

Here’s HBR’s John Butman, talking about four often-seen “impossible” client behaviors and the best way to respond:

There is a better way.  Impossible clients can, in fact, be managed; but only if you resist the temptation to fight fire with fire.  Instead, deliver — and let your talent speak for itself.  If you fulfill your end of the bargain, it’s much easier to find positive outcomes when clients behave badly.

Anyone who provides services to clients will be able to relate to this list. Don’t miss it.

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