How do you deal with difficult or demanding catering clients without compromising your professionalism?

Active Listening: Listen carefully to the client's concerns or demands without interrupting. Sometimes, clients just want to feel heard, and by actively listening, you can demonstrate empathy and understanding.

I have always learnt as much as I can about the clients business. Also know everything about the business your promoting. Always stay calm & collected with confidence. The business that is requiring your service, will of checked out your business guaranteed. Do them the respect of knowing theirs. Every small detail of a business is available online, so know your stuff is my advice. The more you know, the better you are equipt. Always be polite and to the point, with confidence. If you look nervous, people think you are not honest & want to know why...this can loose confidence in a business interest. But there will always be a customer that just is so difficult, but all you can do is your best, then you leave a meeting knowing this.

To handle difficult clients, start by understanding their goals, priorities, and concerns for their event. Find out what frustrates them and what they need. Ask open-ended questions, listen carefully, and empathize with their viewpoint. This shows you care about their success and are committed to finding a solution together.

- Never over promise. - Be confident in your responses - Never be on the defensive - Offer solutions, not more problems. They know there’s a problem, that’s why they came to you. Don’t state the obvious, explain how you can WORK WITH THEM to fix it.

The next step in handling difficult clients is to set clear expectations early on. Communicate clearly about what you can and can't do, what you need from them, and what they can expect from you. Provide a detailed proposal, contract, and timeline outlining the scope, deliverables, costs, and terms of your service. This helps avoid misunderstandings and conflicts later.

The third step in handling difficult clients is to be flexible but firm. Be open to their feedback and suggestions, but also assert your boundaries and standards. Offer alternatives and compromises that meet their needs without compromising your quality, safety, or profitability. This shows respect, cooperation, and professionalism, while also demonstrating your integrity and expertise.

In my experience having a calm, friendly and positive demeanor helps puts your customers at ease and relax. Gaining their trust is not easy but making sure they understand you want to be their friend and have the same common goal to make their event spectacular then it will be easier to advise them and execute. When clients don’t feel at easy they are most likely to question…yes even when they know you are the expert. Numerous clients I’ve worked with in the past gave me stellar reviews and always mentioned how much i cared for their opinions and making their events special. At the end of the day being genuine and caring goes a long way!

The fourth step in handling difficult clients is to stay calm and positive. Avoid emotional reactions, defensive responses, or personal attacks, even if they are rude or aggressive. Keep a polite, friendly, and confident tone and body language, and use positive words that show appreciation, understanding, and willingness to help. This can diffuse tension, build rapport, and create a positive impression.

The fifth step in handling difficult clients is to seek feedback and follow up. Ask for their opinions and suggestions on your service and performance. Thank them for their business, express your satisfaction, and invite them to reach out with any questions or future needs. This shows you value their input, care about their satisfaction, and are interested in building a long-term relationship.

The final step in handling difficult clients is to learn and improve. Reflect on your experience to identify what went well and what didn’t, then take actions to improve your skills and processes. Seek feedback from colleagues and mentors to enhance your knowledge and confidence. This turns challenges into opportunities, helps you grow as a professional, and prepares you for future success.