When you work in the world of online business, dealing with difficult clients comes with the territory. While it can be incredibly frustrating interacting with these individuals, there are some simple proactive and reactive tactics you can use to make things easier on all parties involved.
Proactive Tactics
An ounce of prevention is worth a pound of cure right? Try these ideas to help prevent possible situations before they develop.
Create guidelines about communication. One source of conflict is differing expectations about communication, like the client who expects you to respond at odd hours, weekends, or holidays. Sure that’s a reasonable request when dealing with
crisis communication, but not when it’s dealing with subjects that can wait until traditional work hours. In your initial meetings with clients, provide clear “office hours” that they can expect to be able to reach you. This helps ensure all parties involved are on the same page for what’s reasonable to expect when it comes to communication.- Make clients articulate what they expect from you. This can create an open dialect in case there are any clarifications that need made. Conflict can arise when clients claim your finalized work isn’t what they wanted, or when clients demand you deliver more than the scope of your original agreement. Get clients to explicitly state in as much detail as possible what they are envisioning for the project to minimize the possibilities of expectations not being met. Some clients struggle with expressing what they want, and asking them to express what they wouldn’t want can be a helpful exercise to help them better communicate their expectations.
- Provide clear timelines. As much as you can, from the beginning, give clients a timeline of the project with checkpoints along the way. Letting clients know upfront how long they can expect a project to take can help prevent clients expecting unreasonable deadlines to be met, and it provides them with peace of mind that you can gauge how long components of the project will take.
- Keep careful records. Hopefully you won’t ever need to refer back to them with your client, but easy access to contracts, client emails, and the like will be important in case there is a disagreement on logistical details, such as fees or what you agreed to do for them.
- Provide reports to your clients. These can be weekly, monthly, or quarterly depending on the project or client. The report serves as a detailed summary of what you’ve accomplished and what your plans moving forward in the project are, which again provides peace of mind to your client while continually showing all the value you provide.
Reactive Tactics
Alright so now your client is upset. Here are some tips to diffuse the situation.
- Make the client feel listened to. Just like in romantic relationships, sometimes it’s less about bei
ng right and more about protecting the relationship. Even if your client is overreacting, make sure they walk away from the conversation feeling
heard. You can use phrases like, “I’m sorry you feel that way, that must be frustrating,” or “I can see why that would upset you” to show you empathize with them. After they explain their viewpoint, articulate back to them what you think their viewpoint is to showcase you understand their perspective. - Steer clients toward specifics. When clients get upset, they often start using sweeping statements such as, “it’s always causing me problems” or “it’s never ready when I need it.” Gently encourage clients to articulate the specific problem to help move the focus away from the “always” and “nevers” and to the problem at hand. Then articulate a specific solution and ask them if it addresses his or her concerns.
- Distinguish between a situational conflict and personality clash. Sometimes the problem is not an external scenario you can solve. Some people just butt heads. If it’s possible to switch the client to another staff member, consider giving the client to them. You can ask the client who they would rather work with to let them feel like they have control of the situation. This can be hard, but sometimes it is best. Don’t take it personally. Really, not everyone can get along.
- Remember cutting ties is an option. Hopefully it will never need to come to this, but in some cases, it is warranted. You have to weigh the benefits of the client against
the stress, emotional exhaustion, time, and so that it takes to deal with a difficult client. If you’ve tried a variety of approaches and nothing works, you can rest easy knowing you did everything you could to make it work but it wasn’t meant to be. Let the relationship go and focus your energy where it should go: the clients who are willing to work with you!
Dealing with difficult clients can be a challenge. If you need help with client communication, or any aspect of online business building, Alpine Small Business Solutions is here for you! Just give us a call or send us an email.
You schedule alot of your life as it is, we do it when you go to the doctor, dentist, hair dresser, massage therapists and maybe even your fitness trainer, so why should it be so hard for a online business owner? There are a ton of great tools out there, some cost an arm and a leg, others are inexpensive and others are free. Fortunately, I have done the research for you and have 11 awesome appointment scheduling tools you can implement into your business that are free and also have upgrades available should you need to grow with it. Each of the 11 that are listed below has some pros and cons— and while some work with a range of calendar applications, others are narrowly focused to just one or two, it really just depends on what works best for you. One thing they have in common though is they’re a lot easier than playing email tag.
We are all guilty of it. We all have tried to “multitask.” It doesn’t work. You cannot do your best on more than one task at a time. Limit your distractions for periods of “focus time.” Set a timer for 50 minutes, close all the distractions (other open programs, emails, phone etc.), and just work on that one thing for the 50 minutes. Then take a 10-minute break. You can check in on your distractions, walk away, or get a drink, but take that break. Those uninterrupted focus periods allow you to put all your efforts in to one spot. You will get more done just working on that one thing. You can then come back to that task for the next focused period or move on, whatever the case will be, but give you undivided attention to a task for a set period.
Calls and emails are the biggest distraction for many people. You can spend a lot of time just putting out the fires that come in on email and take that unexpected call. It also means that you didn’t get your tasks for the day completed with focused, uninterrupted time. Find the time best for you and schedule in your day an hour here and there to just return emails and calls. You can use a focus period just to respond to email.
We all have a time of the day that is the slump. Some people are early morning people, some of late night people, some are guaranteed to be napping after lunch. Know where your weak point is and plan for it. If you are an afternoon slump person, know it and own it! Prepare for it by having that cup of coffee, or schedule your passion project during that time. If you aren’t prepping and working on something you don’t want to do at that time, you will not work efficiently.
They say however long you give yourself to do something is how long it will take. Put a little pressure on yourself to get things done. You might surprise yourself what watching the clock will do for you. Set a deadline for yourself to wrap up a project and hold yourself to it.
Eggs are one of the best 
Fatty fishes are excellent for promoting productivity! Salmon, however, is the best of them all. Salmon has high omega-3 fatty acids content, which is useful for improving memory and mental performance. These fatty acids can help depression and fatigue, which can both inhibit productivity immensely. Fish has also been proven to improve concentration and your overall mood. Other fatty fish include trout, mackerel, herring, sardines, pilchards, and kipper. Although eating freshly prepared fish is the best method, a fish oil supplement can be taken to achieve a similar result.
Avocados are a natural stimulant for promoting blood flow. Consistent blood flow through your heart and brain fires up your brain cells. This is another healthy, fiber packed fat that improves your overall focus. The best part? There’s so many delicious ways to prepare an avocado but their buttery flavor is amazing on their own!
Green tea is a natural energy enhancer and it comes without the negative side effects of other energy sources, such as the caffeine crash you get from coffee or energy drinks. However, the best (and more delicious) way to consume green tea is Matcha. Matcha is unique because it’s the entire leaf ground into a fine powder then made into a creamy tea, whereas other teas the leaves are steeped in hot water. By consuming the leaf as a whole, it provides fiber and polyphenols, a family of powerful antioxidants. It’s also a lot tastier—green tea ice cream is made from Matcha and if you haven’t tried it, I highly recommend it.
Finally, water. Now I know this isn’t a food, but it is important to mention that the amount of water intake significantly influences your health and productivity. Our body is made up of over 70% water and throughout the day, the water in our body slowly depletes. If you don’t drink enough water to replenish the lost liquid, your brain and other functions suffer the consequences. By devoting the energy to ensure you are drinking at least 8 glasses of water per day will give your brain the fuel it needs to be more focused and think more clearly.
Every good 
Now let’s get down to the fundamentals of the proposal. This is where you will outline exactly what they are going to receive in a way that makes it irresistible to them. As a 
This is a chance for you to describe what you and your business are about, stand for, offer, and can contribute. Make sure you weave in full information about your business so they get a great picture of you as well.
Tie it all together. Create a sincere conclusion saying how excited you are that they have come to you and why you would be such a great fit. A good closing paragraph might look something like this: “I believe we are a good match and if you feel the same, let’s move on to the next steps.”
This seems like a no-brainer but as a small business owner, it’s easy to put the equipment aside, forget about it and worry about all the other things on your to-do list. Then when push comes to shove, you set up last minute only to find out– %$#@! Technical difficulties! Please get your video, microphone, and programs all set-up well in advance and practice using them with friends and coworkers! That way if you come across any issues you can call over your techie friends to help you set it up and you’ll know how everything works before the big day comes. It is best to make sure you are super confident in the 
Let’s face it, you’re not a jack of all trades, and you are definitely not a designer! Designing and digital marketing are really in-depth processes, and when they are done right, it is very successful! Leave this to the pros to help 
Different States, Countries, and Time zones – Oh my! The number of guests you will be interviewing during your summit may be shocking. Four to Five speakers will not suffice. Expect to be interviewing around 25-30 people in your industry. Trying to 
Unlike podcasts, a virtual summit requires a webcam. High quality helps to engage and keep your viewers interested. While most laptops, desktops and phones do have a webcam built in, they are usually not the best quality. Some smart phones do have a great camera, but lack in microphone quality. Besides, it’s much easier to manage broadcasting when you have a set-up at your computer station. Trying to do it all mobile proves to be a challenge.
Webcams almost always come with a built-in microphone, but again the quality will never be as good than if you invest in a separate USB microphone. A microphone is just as important as your video; what good is a virtual summit if nobody can understand a word you are saying? You do not need to dive into professional recording equipment for this. Just look for a microphone that is recommended for podcasts and gaming with noise cancellation.
It doesn’t matter what video editing software you use. It is up to you to use whatever tool you feel most comfortable working in. There are complex video editing software costs hundreds of dollars, but there are many free options as well. If you have a Mac computer your computer already comes with
You might have to get creative in how you sell your all-access pass because your customers will need a way to log-in to the membership site. An example could include adding these customers to a separate mailing list and giving them a log-in and password to the membership site. This same mailing list could be used to market a new product/service as mentioned in the last article.
An all-access pass is to your virtual summit as Netflix is to tv shows. This is the most popular way you can increase your revenue via virtual summits. Some people will not able to attend your virtual summit during your limited broadcasting event due to a busy schedule, sickness, or anything else life throws their way. However, these customers still crave the information!
In essence, your virtual summit is an event. This is an amazing opportunity for companies to financially support you in exchange for publicity. There’s a few ways in which you can implement this, either by displaying their logo on your home page or making mention during your interviews.
After your summit is done broadcasting, you will have a shiny, new, email list of followers! They will be enthusiastic to learn more about your topic and seek more of the content you offer. This is absolutely a great opportunity to influence this email list and 
It’s the paradox of the entrepreneur life. You hold autonomy over your schedule, but you should use that autonomy to set restrictions. Ask any successful entrepreneur and they will tell you a schedule is key (not convinced? Check out
If you are lucky enough to have a storage area, pack it to the brim with discount supplies. If you haven’t already, make sure your supplies are organized and easily accessible.
Productivity hacks are great. They let you work smarter, not harder. Pick a few new productivity tricks to try out this school year. You can even pick a new trick each month to continually make yourself more effective.
As an entrepreneur, you are already stretched pretty thin. I get it! The last thing you want is another item on your to-do list. Fortunately, this one really does only take a few minutes a day. If you need to, download the LinkedIn app on your phone so you can update it while waiting in line at the grocery store or during your commute.
At some point each week, make sure you are completing the following tasks.
Each month, take the time to accomplish the following tasks.
Each quarter, take time to comb over your profile and make any necessary tweaks.