What do you do if your difficult client is causing project failures?

1 Assess Impact

Before taking any action, it's essential to understand how the client's behavior is affecting the project. Take a step back and objectively evaluate the situation. Are deadlines being missed because of unclear directives? Is the team morale low due to constant changes or criticism? Identifying the specific issues will help you formulate a plan to address them directly. This assessment will also serve as a foundation for any discussions you have with the client about their behavior and its effects.

2 Open Dialogue

Once you've pinpointed the issues, initiate a conversation with your client. Approach this dialogue with empathy and professionalism, aiming to understand their perspective while clearly communicating the challenges their behavior is creating. Be specific about the problems and provide examples. This isn't about assigning blame but rather working together to find a solution that benefits both parties. A candid discussion can often lead to a better understanding and a more collaborative approach moving forward.

4 Offer Solutions

In your role as an account manager, offering solutions is key to turning around a project marred by client difficulties. Propose alternative approaches or adjustments to the project plan that accommodate the client's needs while still keeping the project on track. This might include additional resources, adjusted timelines, or revised objectives. Present these solutions constructively and be prepared to negotiate, keeping in mind the ultimate goal of project success.

5 Manage Expectations

Managing expectations is an ongoing process that requires clear communication and regular check-ins. After implementing solutions, ensure that both your team and the client understand what is expected moving forward. Regular updates on project progress and any changes in scope or timelines can prevent misunderstandings and maintain a positive trajectory. Remember, expectation management is not just about meeting the client's needs but also about being realistic with what can be delivered.

6 Reflect and Learn

After navigating through the challenges of a difficult client, take time to reflect on the experience. What worked well in handling the situation? What could have been done differently? Use this as a learning opportunity for future projects. By reflecting on the successes and missteps, you can develop better strategies for dealing with similar situations in the future and improve your overall account management skills.