· Articles · 12 min read
Tips for Handling Difficult Clients in the Service Industry (With 5 Examples) (2024)
By the end of this article, you'll learn methods and frameworks on how to deal with difficult clients in the service business, we'll cover clients that complain, tardiness, coupon hunters, indecisive clients, and smart-alecks with YouTube resources and comments from Reddit.
The Complainer
Client Profile:
This is the type of client that would complain for every small thing no matter how good of a job you did, they bring down morale and can be incredibly persistent.
Example Scenario:
Carmen: “Holyyy, this is what I’m paying for? This is way too much makeup. I look like a clown LOL!”
Divya: “Oh no, I’m sorry! I thought you wanted something bold for your event—”
Carmen: (interrupting, angry) “Bold? I didn’t ask for this! My skin looks caked on, and these lashes? They’re huge! This isn’t what I showed you in the picture!”
Divya: “I’m so sorry, I’ll definitely tone it down! We can even adjust the foundation and lashes—”
Carmen: “Tone it down? It’s a disaster! I’m not paying for this lol, and I’ll be telling my friends how awful this experience was. This is crap!”
Divya: “Okay, I understand that you’re upset, I would be too - like I totally get it Carmen, this is your big day. If you’re willing to hear me out, I’d love to talk about how we can fix this.”
Carmen: “Alright, go ahead Einstein.”
Divya: “Okay, so I’ve been actively listening to everything you’re saying and I don’t want to dismiss it, so let’s address all of your points, we can go lighter on the foundation, soften the lashes and make sure everything is as you envisioned for your big day. I’m committed to working on this till you’re happy, it’s not about the review or the money for me, I understand that this is a big moment for you and I want to make it right. Sound fair?”
Analysis:
This conversation must’ve been very hard for Divya to deal with, but it’s useful for us because we can look at this interaction and learn from it.
What Divya did right:
- She acknowledged and apologized to the client several times.
- She did not get upset even when the client was interrupting her.
- She asked for a confirmation to let the client have the final word.
What Divya can improve on:
- She tried to reason with the client at the height of her frustration “I thought you wanted something bold for your event—”, this led to an escalation where the client interrupted her.
- Say less, listen more. Sometimes, just letting the client vent out her frustrations while you actively listen can make a world of a difference.
YouTube Resource(s):
The Cheapskate
Client Profile:
This is the type of client that loves bargaining even if your pricing is competitive, they will always try to get the most for their dollar.
Example Scenario:
Ahmed: My man, it’s shorter than I thought. I only wanted a trim, not all this extra stuff. And you’re charging me this much for a regular cut?”
Arjun: “I just took a little off the sides to keep it fresh. The price is standard for the full cut, which includes the style and clean-up. If you just want a quick trim next time, I can definitely do that for a lower price.”
Ahmed: “Yeah, whatever. I don’t know why it costs so much for a basic haircut. I can get the same thing down the street for half the price.”
Arjun: (remaining polite) “I get it, Ahmed. You can always choose somewhere cheaper, but I make sure everything’s detailed and styled well here. Just let me know if you want something simpler next time.”
Ahmed: “Yeah, I’ll think about it. I’m not tipping this time, though.”
Arjun: “No problem, Ahmed. See you next time.”
Analysis:
What Arjun did right:
- He explained what the price covers and offered an alternate solution for next time
- He didn’t get upset and remained professional
What Arjun can improve on:
- He could’ve clarified the pricing and what the service includes from the very beginning.
- We don’t necessarily see it in this example, but the client would be less surprised at the end result if Arjun broke it down into segments and got approval for each stage, e.g. “We’re done with the sides now, all good or you want more off?”
- Paint a picture of the quality, point to straight lines or why your cut is priced the way it is and the things you look out for. This also gives them a spiel to tell their friends of why they chose your barbershop.
- Instead of offering cheaper services for next time, Arjun could’ve given a 10% off coupon for their next cut in addition, or upsell to his loyalty program which offers X amount of benefits
YouTube Resource(s):
The Flip-Floppers
Client Profile:
This is the type of client that struggles to make decisions, and can drive you crazy because they expect you to make all of them or changes their mind midway.
Example Scenario:
Chloe: “I’m so torn between flavors! I love chocolate, but vanilla is safer. Should we mix both? Or do something completely different like pistachio?”
Riya: “Chocolate and vanilla is a classic choice, but pistachio could be a fun twist. Let’s try a blend of chocolate and vanilla pistachio to see what you think.”
Chloe: “Okay, but what about the design? I’m thinking blush flowers, but should they be lighter or darker? And should I add gold accents? Or… too much?”
Riya: “Blush flowers will work beautifully. We can add just a hint of gold if you want. As for the flowers, lighter blush gives a soft look, but a deeper shade could pop more. What’s your vibe?”
Chloe: “I think lighter is better, but I can’t decide. Maybe some larger blooms, or should I keep it simple?”
Riya: “I’d say simple for the rustic-chic vibe, but we can keep the design flexible if you change your mind later.”
[Follow-Up Email]
Chloe: “I’ve been thinking about the cake again, and I wonder if we should make it taller. Should I go with three tiers or four? And I keep second-guessing the flavor!”
[Day Before the Wedding]
Riya delivers the cake to the venue.
Riya: “Here it is! Three tiers, blush flowers, and the chocolate-vanilla-pistachio blend you liked.”
Chloe: “Wow, it looks beautiful! But… should I have gone bigger? Or what if the flowers are too light? I can’t decide.”
Riya: “You’ve made great choices, Chloe. The design and flavor will be perfect. Trust me, it’s going to look amazing tomorrow.”
Chloe: “Thanks for being so patient. I think I’m finally happy with it!”
Analysis:
What Riya did right:
- She remained patient and reassured Chloe without dismissing her concerns
- She was able to remain flexible while managing to nudge Chloe in the right direction
What Riya can improve on:
- Offer more structure and limit options, for people that overthink and find it hard to finalize on things, what tends to help is a structured format to reduce the amount of choices needed at any particular time, for example, in the interaction above, Riya could’ve split the Tasting Profile and the Cake Design into two different segments
- Set a deadline, while it’s important to be flexible, every interaction needs a beginning, and an end. So it’s important for the client to know that there is a date for her to aim towards.
- Clarify on the amount of revisions at each stage, for example if Riya had said that Chloe can only make 2-3 minor revisions after the cake is done.
YouTube Resource(s):
- The paradox of choice | Barry Schwartz | TED
- How to Handle People Who Can’t Make Decisions : Improving Your Mental Health | EHow
The “Know-it-all”
Client Profile:
This is the type of client that acts as if they’re the subject matter expert(SME) on the service, questioning and challenging your professional judgement.
Example Scenario:
[Initial Consultation]
Tammy: “I’ve read that backlighting is the best for portraits—it gives such a dramatic effect. I want that for every shot.”
Abira: “Backlighting can be great for some shots, but it’s tricky, especially in full sunlight. I usually prefer soft, natural light for portraits, but I can definitely work with backlighting where it fits.”
Tammy: “Trust me, backlighting is the way to go. Also, I want all the photos in black-and-white for a classic, editorial look.”
Abira: “Black-and-white photos are timeless, but I recommend a mix of color and black-and-white for variety and to capture the day’s energy. Let’s plan a balance.”
[Pre-Wedding Email]
Tammy: “I’ve been reading more, and I want to do the first look after the ceremony, not before. It makes the moment more emotional.”
Abira: “Most couples prefer the first look before the ceremony to get more time for photos. But if you feel strongly about doing it after, we can do that too.”
[Wedding Day]
Tammy: “No flash at all, it’ll ruin the cinematic feel.”
Abira: “I understand the look you’re going for, but without flash, the photos can end up too dark. I’d suggest a subtle flash to balance the light.”
[After the Wedding]
Tammy: “These are too colorful! I wanted everything in black-and-white.”
Abira: “I did include black-and-white shots, but I thought some color shots would bring out the vibrancy of the day. We can make adjustments if needed.”
Analysis:
What Abira did right:
- She offered her professional opinion even when Tammy challenged her views, while not getting defensive.
- She was able to be flexible and not stick to her framework of how she operated her business.
- She acknowledged and offered balanced approaches.
What Abira can improve on:
- Offering clear guidance on industry best practices and why they are the way they are, when clients can see that you understand your profession very well, they’re less likely to question your decisions.
- Abira disregarded the importance of the moment when Tammy said she would like everything in black-and-white, making her feel unheard.
YouTube Resource(s):
- Know Someone Who Always Has to Be Right? Here’s How To Deal With Them | Mel Robbins
- FIVE Causes of A Know-It-All Personality | Beyond Blue
The “Time-Bandits”
Client Profile:
This is the type of client that is always late and seems to be operating on a different time zone, leaving your schedule unpredictable
Example Scenario:
[Mia arrives 15 minutes late for her first lesson.]
Akila: “Hi, Mia! I’m glad you could make it. Just so you know, when lessons run late, it cuts into the time for others after you. I like to keep things on track so everyone gets the full session. Do you think we could try to stick to the schedule moving forward?”
Mia: “Oh, I’m really sorry. I just got caught in traffic. I’ll try to be on time next time.”
[Next Lesson]
Mia arrives 20 minutes late again.
Akila: “Hey Mia, I’m glad you made it! Just a quick reminder that being on time really helps us make the most of our session. If you’re running late, please let me know in advance so I can adjust the schedule.”
Mia: “Yeah, sorry again! My work schedule is crazy, but I’ll make sure I leave earlier next time. Can we still make the most of today, though?”
Akila: “Absolutely! We can still cover a lot, but I might need to adjust the lesson plan slightly to fit everything in. Does that work for you?”
Mia: “That’s fine. Thanks for understanding!”
[Following Week]
Mia is late again, this time by 30 minutes with no consequences.
[After Several More Lates]
Mia arrives late again for the fourth consecutive session, and Akila decides to take a more firm approach.
Akila: “Mia, I’ve noticed this has become a pattern, and it’s starting to affect my ability to offer a full service to all my clients. I want to keep working with you, but I need to make sure we respect the time we’ve scheduled. Going forward, if you’re late, I’ll have to shorten your session or charge a late fee to ensure I can stay on track for the day.”
Mia: “Okay, I totally understand. I’ll do better about showing up on time, I promise. Thanks for being patient.”
Analysis:
What Akila did right:
- Akila addressed the tardiness from the very beginning
- She offered solutions and remained customer-focused by still offering her full hour
What Akila can improve on:
- Enforcing consequences earlier, Akila should’ve clarified how this impacts her business and emphasized but still defining clear boundaries.
- Akila could have a management platform like Vendorfront where she would be able to define her cancellation policy.
- Using a management platform would also enable her to send text reminders automatically, alleviating the burden on her end.
YouTube Resource(s):
What Reddit Users are saying:
User ‘/u/AmbiguousDavid’:
“Something that works, in my experience, is starting off with a “respect” or “understand” statement, and then shifting immediately to actual concrete options. This shifts them from emotion to logic, and (sometimes) helps them get back on track”
User ‘/u/tractortractor’:
“My colleagues mentioned that (X thing they mentioned) is causing some frustration on your end - I’d love to learn more about your pain points here so we can address them”
User ‘/u/PM-ME-DOGGOS’:
“I found what works is letting difficult customers rant, repeat back what they said and validate their feelings. Give them options to choose from as next steps, and timelines for what they choose.”
Closing Brief:
Difficult clients can always be a strain on any business, and customer service is the foundation of exchanging goods and services dating back to historic times, it’s definitely easier said than done to implement these scenarios, but once you do - you’ll find that it comes with a slew of benefits including but not limited to:
- You don’t take the frustration home with you
- Navigating difficult clients on the job can also lead to similar approaches in your personal life
- Increased business and sales and word spreads fast about your great customer service
- Potential referrers, usually clients that voice their opinions heavily are the ones that leave detailed reviews, if you can turn their experience into a positive one, they will likely leave you an outstanding review.
It’s hard, but it’ll be so worth it and we know that with these tips you can take your service business to the paramount level of customer service.