In the business environment - client management is a priority. Good client management helps you, helps your team and eventually helps your company. Dealing with tough client sitations is not always easy but if you figure it out - the payback is significant.
Win Win:
It's a business - not a personal vendetta session. Leave your baggage at home or better still at the gym or the yoga class. Patience, respect and humility lead to a productive engagement, which is the desired goal - for everyone.
When you show disrespect towards your client, no one wins. I don't know about you but for me winning is always a better option.
Medium:
Some communication is always better conducted face to face. Resolving issues, disagreeing or debating a scenario are some situations that fall in this category. Sensitive subjects require the ability to change strategy contingent on how the discussion is progressing. Email is a static medium - devoid of flexibility, best avoided when you feel like calling your customer a nitwit.
Tact:
Tactfulness should be high on your skill repertoire. Yes - people can be stupid or naive but to call them that leads to an acrimonious end to the relationship. Educating, negotiating and explaining are preferred options when it comes to dealing with disagreement or a difficult customer.
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