| As a small business owner, I bet you occasionally | | | | inquisitive without fear or judgment. Doing slow, |
| find yourself in stressful client interactions--you | | | | deep breathing (in and out of your nose with your |
| know those conversations that seem to escalate | | | | mouth closed) allows you to slow down enough to |
| with no solution in sight. It's not always easy to be | | | | get curious. |
| kind and patient when someone is angry or upset. | | | | 4. Ask Powerful, Clarifying Questions |
| Working with difficult clients can be stressful and | | | | During a stressful interaction with a client, it's a |
| even overwhelming. They often have an unending | | | | good idea to ask them some specific open-ended |
| list of requests, demands and deadlines, and they | | | | questions (in a charge-neutral fashion) to help you |
| expect you to meet all of them. | | | | fully understand their concerns. This will help |
| I know you are committed to your clients, for | | | | defuse the situation so that you can explore |
| they are the reason you're bringing your product | | | | potential solutions to the problem. Examples of |
| or service to the world. With this in mind, if you | | | | such questions are "What one thing would you like |
| can find new ways to handle stressful interactions, | | | | from me?" or "What is missing that you're like to |
| you can create new possibilities for your working | | | | have included?" or "What questions do you have |
| relationships. In this article you'll learn five steps to | | | | about this?" These types of questions will allow |
| handle stressful client interactions with ease, to | | | | you to stay focused on them to resolve matters |
| transform difficult situations into easeful ones. This | | | | more quickly. |
| will enable you to create a successful, profitable | | | | 5. Create a Clear Agreement About the |
| business that makes a real difference in the world. | | | | Resolution and Next Steps |
| 1. Approach Each Client Situation in a "Charge | | | | Once you've fully understood the particular |
| Neutral" Manner | | | | situation and your client's concerns, it's helpful to |
| In the process of dealing with a stressful client | | | | suggest two possible solutions to the problem |
| interaction (whether on the phone or | | | | (clients appreciate it when they get to choose |
| face-to-face), quietly check in with yourself to | | | | how a problem will get resolved.) Once you agree |
| see what it's causing for you. If you're feeling | | | | on the solution, create a clear agreement around |
| anxious or defensive or "revved up," it's helpful to | | | | it (with specific, measurable and time-bound |
| become neutral quickly. Take a few deep breaths | | | | parameters) and also a clear set of next steps to |
| and focus your attention on your feet for a | | | | implement the solution. Confirm with the client |
| minute. This will shift your energy, disperse some | | | | that it fits with their expectations. |
| of the adrenaline, and reduce the stress in the | | | | It's absolutely essential that you can enter into a |
| conversation so you can be more calm and | | | | stressful client situation in an easeful way. If you |
| productive during the interaction. | | | | have to step away from an interaction so that |
| 2. Honor Your Client's Perspective | | | | you can get your own focus and calmness back, |
| You know the saying, "The Customer Is Always | | | | then take that time. Simply trust that matters |
| Right"? It's quite true. Even if you don't always | | | | can be resolved in a calm manner. |
| agree with your client, it's important to respect | | | | One of my clients did this when dealing with an |
| their perspective and needs. Set aside your own | | | | angry customer in his eco-printing business. He |
| opinions and requirements. Allow yourself to honor | | | | momentarily changed his focus in the midst of a |
| your client by listening intently to what they are | | | | difficult conversation. He took a few breaths and |
| saying, then tell them that you've heard them and | | | | consciously stayed very calm. He soon noticed |
| appreciate their concerns. By doing this, you begin | | | | that his customer actually calmed down as well. |
| to re-establish trust and truly honor the | | | | They quickly reengaged and came to a solution to |
| circumstances and problems they are | | | | the problem they were facing. By approaching the |
| experiencing. | | | | situation in a charge-neutral manner and tapping |
| 3. Be Curious About Your Clients and Their Issues | | | | into his mind-body connection, my client was able |
| One of the best ways to build long-term success | | | | to get himself and his customer to create the |
| with a client is to find out more about the issues | | | | perfect result. With ease in mind, he brought a |
| they have and what is making them upset. When | | | | new lightness to the situation, producing wonderful |
| you can step away from your own feelings and | | | | new possibilities. |
| your own way of doing things, and instead stay | | | | I wish you well as you begin to look for ways to |
| curious about your clients, you can better | | | | handle all your client interactions with ease. May |
| understand them and can better fulfill their needs. | | | | you know joy, may you know peace and may |
| Closely monitor your tone of voice and body | | | | you work with ease. |
| language during your interaction. Stay open and | | | | |