Last updated on Mar 20, 2024

You're working on a project with a difficult client. How can you keep your cool and stay professional?

As an environmental designer, you may encounter clients who have unrealistic expectations, constant changes, or poor communication. Working with a difficult client can be stressful and frustrating, but it doesn't have to ruin your project or your reputation. Here are some tips on how to keep your cool and stay professional when dealing with a challenging client.

1 Understand their needs

The first step to managing a difficult client is to understand their needs and goals. What are they trying to achieve with the project? What are their priorities, preferences, and constraints? How do they measure success? By asking these questions, you can get a clear picture of what they want and why they want it. This will help you align your design with their vision and avoid unnecessary conflicts.

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Juan Ignacio Rosendo
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Segun mi experiencia, toda relación puede ser llevada de una mejor manera, si basamos la misma en la EMPATIA, cuando llegamos a comprender la profundidad, importancia y compromiso de la otra parte con el proyecto, recien ahi podemos involucrarnos en un 100% y trabajar con un formato que genere sinergias y no reces. Nuestras energias deben estar puestas entender y tratar de sentir como siente el cliente.

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Silvia Sánchez

Arquitecta . Asesora Técnica . Obras de Infraestructura Privada y Pública
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Según mi experiencia, muchas veces realizamos un research sobre el cliente difícil y si bien lo hago, trato de dejarlo de lado para no estar influenciada en las primeras decisiones y lo aclaro en forma explícita. Un diálogo sin preconceptos que lo condicionen tiene chances de ser exitoso. El research lo uso para esforzarme en responder a sus necesidades más urgentes. El éxito se evalúa con la medida del avance sin crisis ni conflictos y solo dando pasos atrás para ganar en la mejora.

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Michael K.

Fiber Network Specialist @ FiberHaus | FTTx, Network Engineering Full-Turnkey solutions.
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In order to maintain professionalism and keep your cool, it's important to focus on clear communication, setting boundaries, and managing expectations. It can also be helpful to employ active listening and empathy when dealing with challenging situations. Additionally, taking regular breaks, practicing stress-relief techniques, and seeking support from colleagues or a supervisor can contribute to maintaining a professional demeanor.

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2 Communicate effectively

Communication is key to any successful project, especially when working with a difficult client. You need to establish clear and frequent communication channels, such as emails, phone calls, or meetings. You also need to set realistic expectations, deadlines, and deliverables, and keep the client updated on the progress and challenges. Moreover, you need to listen actively, ask for feedback, and address any issues or concerns promptly and respectfully. By communicating effectively, you can build trust and rapport with the client and prevent misunderstandings or disputes.

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Silvia Sánchez

Arquitecta . Asesora Técnica . Obras de Infraestructura Privada y Pública
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Creo que es necesario tratar de mantener un trato entre iguales. No importa el medio utilizado, importa "hablar" y comunicarse ante todo respetando lo pactado y las expectativas. Alguien que necesita un servicio, alguien que está ansioso por satisfacerlo, pero siempre manteniendo el equilibrado "Do ut des".

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3 Be flexible and creative

Sometimes, a difficult client may request changes or revisions that seem unreasonable or impractical. Instead of rejecting them outright or getting defensive, try to be flexible and creative. You can negotiate with the client and offer alternative solutions that meet their needs and fit the project scope. You can also explain the pros and cons of different options and the impact they have on the budget, timeline, and quality. By being flexible and creative, you can show the client that you value their input and that you are willing to work with them to achieve the best outcome.

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Silvia Sánchez

Arquitecta . Asesora Técnica . Obras de Infraestructura Privada y Pública
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Puede resultar casi impensado, pero ayudar al cliente a pensar Out Of The Box, al menos intentarlo, puede darnos y darle al cliente gratas sorpresas. Flexibilidad es una buena palabra, Paciencia es muy buena.

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4 Stay calm and positive

Working with a difficult client can be stressful and frustrating, but you should never let your emotions get the better of you. You should always stay calm and positive, even when the client is being rude, demanding, or unreasonable. You should avoid arguing, blaming, or criticizing the client, as this will only escalate the situation and damage your relationship. Instead, you should focus on the facts, the solutions, and the goals, and use a polite and professional tone. By staying calm and positive, you can diffuse tension and maintain your credibility and reputation.

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5 Seek support and feedback

You don't have to deal with a difficult client alone. You can seek support and feedback from your colleagues, managers, or mentors. They can offer you advice, guidance, or assistance on how to handle the client or the project. They can also provide you with constructive feedback on your design and your performance. By seeking support and feedback, you can improve your skills, learn from your mistakes, and cope with stress.

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6 Learn from the experience

Finally, you can learn from the experience of working with a difficult client. You can reflect on what went well and what went wrong, and identify the areas where you can improve or change. You can also ask the client for feedback on your design and your service, and use it to enhance your future projects. By learning from the experience, you can grow as an environmental designer and prepare yourself for any challenges ahead.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're working on a project with a difficult client. How can you keep your cool and stay professional?

1

2

3

4

5

6

7

1 Understand their needs

2 Communicate effectively

3 Be flexible and creative

4 Stay calm and positive

5 Seek support and feedback

6 Learn from the experience

7 Here’s what else to consider

Environmental Design

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You're working on a project with a difficult client. How can you keep your cool and stay professional?

1

2

3

4

5

6

7

1 Understand their needs

2 Communicate effectively

3 Be flexible and creative

4 Stay calm and positive

5 Seek support and feedback

6 Learn from the experience

7 Here’s what else to consider

Environmental Design

Rate this article

Thanks for your feedback

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