Beware the toxic client.
You know, the one who is too profitable to you for you to lose — and who knows it.
What is the best way to handle the difficult client who feels it is acceptable to abuse you?
In an excellent article in the Harvard Business Review, Mark Goulston says first of all you have to be prepared for the knockout punch of an insult from such a person. Once it comes, take a deep breath, pause and then use a reply like some in this sample
“Say that again?” or, “What was all that about?” or “Excuse me, I apologise, but my mind wandered over the past few minutes. Can you please repeat what you just said?”
Once somebody has unleashed a tirade of abuse, they find it difficult to reload and fire again. And once such a person finds they’ve not been able to knock you over, they usually calm down somewhat.
Mr Goulston has another piece of advice about preparing for the inevitable time when you have to tell a client some bad news. Read about it here.