We've all dealt with clients, internal and external, who ask for frequent changes and demand earlier completion dates. How can you say no to these requests without losing the client?
Sometimes you don’t always have a choice whether or nor to deal with a demanding client, but there are some things you can do to make the situation less stressful by developing an effective communication plan. When faced with a demanding client, a project manager’s first reaction may be one of anger and frustration. These reactions are normal in response to being forced to step into the shoes of pacifier or firefighter to extinguish the never-ending fires ignited by the client's demands. The first step in dealing with a demanding client is to get these negative emotions under control before they escalate and destroy any chance of a future working relationship. An emotionally charged no will always result in the worst possible outcome. One way of dealing with a demanding client, is to try this four-step approach:
1. Assess the situation – why is the client being so demanding?
2. Determine the risks involved in saying no to the client.
3. Utilize project management strategies to say no without having to say the word no.
4. Prepare to say no from a position of strength by using project management tools to back up your position.
While some demands can challenge you to raise your level of performance and climb beyond the client’s and your highest expectations, other demands can become an avalanche barreling down on your efforts to keep the project on budget and protect your employees from burnout. How does a project manager deal with a demanding client who wants you to move mountains with Herculean effort? The first step is to figure out what is the motivation behind the demands. Does the client not understand the constraints of your business or does the client want to micromanage the project?
If your client has no idea how your business is run, how can you expect him or her to understand the constraints you face in meeting the client's demands whether reasonable or unreasonable. If the lack of understanding is the problem then the simple solution is to teach the client about your business through utilizing the project charter. If the client is calling you at all hours of the day and night, an effective status report may satisfy the client's need for involvement. When the client's demands originate from pressures of a third-party demand, try to form an alliance with your client through a brainstorming session. Defuse the initial tension of the situation by opening the conversation with a metaphor to build a connection. Start by saying: “I feel like we are being asked to move mountains with a shovel. Where can we find our bulldozer?” By asking the client for advice, you have opened the doors of communication which will allow you to offer your recommendations on how to keep the project on schedule and within budget estimates.
Continue on to the next page for more strategies on how to deal with demanding clients.