The client is hysterical, what should I do?

[mdhasan550]

I expect a lot of criticism in private messages for this article. But I have to say what many people are thinking.

Every sales manager has encountered a hysterical client. Not new! However, let's look into the issue.

Why does the client allow himself to become hysterical?
In general, noisy behavior is not decent. Especially in a business environment. We do business, provide necessary services for money. There are 3 reasons for hysteria

Inadequacy and mental deviations
Inflated ego
Bad experience with contractor
More details about each.

Inadequacy and mental deviations

There are mentally ill people. Alas, yes. Such characters sometimes make their way to management positions, or start their own business. Or a client-client in a moment of hormonal frenzy, called PMS. Inadequacy is found in former military men who have gone into their own business. Ladies on maternity leave often show inadequacy (hormonal frenzy).

To sum it up - the person has problems at the mental level. This cannot be cured.

Inflated ego

Yes, there are clients who see the world through the prism of the style "I'm the boss, you're a sh@#$". Sometimes the client has such a "right", let's say the client raised a big business from scratch. Most often, the client simply inflates the importance. In any case, this is a sublimation of personal discontent on others. Such a client maintains a negative microclimate in the company. Let's bet a hundred bucks?

An inflated ego is an echo of childhood complexes and life's grievances. This can only be treated by a psychiatrist.

Bad experience with contractor
But this reason is more interesting. The customer, trying to find a contractor, encounters an incompetent contractor. Such contractors are downright annoying. Providing a service implies australia whatsapp number data service. The situation is as clear as a summer day in St. Petersburg: the customer was looking for a contractor, found bad contractors, received negativity, and the negativity reflected on you.

Such an experience can only be treated with… the right dialogue. During the conversation, you show the customer that “we are not them.” An adequate customer will see the difference and soften the tone.

However. There is no reason or right for a client to be rude. Except when you were the first to be rude.

A well-mannered person will calmly sort out the issue and make a decision. Rudeness is the lot of cattle. What to do with a hysterical client?

A hysterical client will bring profit
A situation when a client is hysterical, but the contract will bring a lot of money. Of course, it depends on the situation in the company and your sense of self-worth. If the company is doing well financially and you are not ready to put up with rudeness, there will be no contract.

If you need money, you can put up with rudeness for the sake of a higher goal - preserving the business.

It is also worth understanding the reasons for the hysteria. Maybe past negative experience?

A hysterical client will not bring profit
If the project is small, the customer demands a lot. And this "lot" is not worth the nerves - it makes sense to refuse the client.

Most often, such clients are problems. There is always a problem of coordination, evaluation of work. Often you can hear "I pay - you are obliged to do it!!" and similar nonsense, not specified in the contract.

Often, the implementation of such projects costs more than it is worth.

The client is not actually hysterical.
We need to figure out what kind of client this is?

There was a practical case. A client called me with a discussion on the issue "we paid, but you didn't launch!" Indeed, there was a problem at the launch stage. The client had a negative experience with contractors in general. We discussed the exact launch date and the absence of problems in the future. We even launched earlier, no problems arose, we have been working with the customer for 9 iterations already.