How Do You Handle a Loud and Rude Client Who Stresses Out Your Team?

Dear Seniors and other readers,

Appreciate your advice on how to deal with an important client who tends to be very loud and extremely rude. He apologizes later, but it still stresses out the staff.

I have spoken with the client and counseled the staff, but it's a repeat performance every time. We are a medium-sized IT firm, and the staff in question are project leaders.

Please advise!

Hello friend,

Yes, it is a tough challenge. However, you may try the following:

- Understand the expectations of the client - write them down in his presence and get concurrence.
- Prepare a plan for interactions - set meeting schedules with him.
- Proactively provide feedback on the status of progress, especially on matters relevant and important to him.
- Ensure that meetings are held as decided to keep him updated.
- Invite the client to events as a special invitee/chief guest, for example, the Foundation Day of the company, Cultural Evening, etc.

These are some thoughts - you may get even more ideas.

Just to share an incident - I visited a garment shop in Chennai and purchased some clothes. They noted my birthday in their register, and every year for the last five years, they have sent me a greeting card on my birthday. I am amazed at their customer care function.

Regards,
Nishikant

I do agree with Nishikant. But giving such VIP treatment all the time may put you under pressure every time you meet. Expectations increase with such treatments.

You should send the minutes of the meeting to the client, his superiors, your superiors, and all the attendees of the meeting. Such an email should be sent on the same day, asking the intended persons if any additions are required from their side in case you have missed something. Keep those minutes with you for the next meeting. You can also give a copy of the same to your client.

This will surely put you and your staff in a comfort zone. Also, you need to be a bit political in such cases.

All the best!
Cheers,
Abhimanyu Soni

Nishikant and Abhimanyu, many thanks for your thoughts and advice.

Since we are a software solutions firm, some of the work and errors that crop up are unpredictable. The errors might come from the client side itself or from our team. Nishikant, so while we are following what you suggest, at the heat of the moment without realizing it's his office which is responsible for errors in a software program, the client will turn abusive!

Abhimanyu, minutes of the meeting are difficult because the client is in Hong Kong and most of our work is online and over the phone. But definitely, some records need to be maintained of the events preceding an outburst.

Thanks again,
Much regards!

Hello Tmathai,

Difficult problem. Don't take the abusiveness personally. Keep your voice calm and cool when dealing with them. When he shouts at you or the staff, just tell them to respond in a calm and firm way but tell him not to shout. I suppose dependency must be on both sides, so why buckle so much. One more option is to bring this to the notice of your bosses who can counsel his bosses.

Riyaz