Picture this: It’s a typical Tuesday, and I’m sifting through emails when I see a message from what many would label a “high-maintenance” customer. As soon as I see the \u201cFrom\u201d field I get this little lurch in the pit of my stomach. It\u2019s like my subconscious knows that I\u2019m going to see something that is going to have me rework something that\u2019s already been approved, do something that I\u2019m not going to get paid for, or just be generally annoyed by whatever is in the email.<\/p>\n\n\n\n
I know you have this too. And, over the years, I\u2019ve learned to pay attention to those feelings because they are a wealth of information and opportunities.<\/p>\n\n\n\n
What\u2019s Behind the \u201cUuugh\u201d?<\/strong><\/h2>\n\n\n\nWhen you have that halting feeling, know that your intuition is trying to tell you something. That feeling is a whisper. And if you ignore it, it\u2019s going to turn into a scream, and if you ignore that, it\u2019s going to turn into a major disruption in your business and your life. <\/p>\n\n\n\n
So you might as well start exploring it and dealing with it. <\/p>\n\n\n\n
Here\u2019s my short list that I\u2019ve developed over time. Yours might be different, but the process should be about the same. <\/p>\n\n\n\n
Let\u2019s just take it from seeing this high maintenance client\u2019s name on your caller ID or email.<\/p>\n\n\n\n
Rrrrring \u2013 you see their name. You have this \u201cuugh feeling\u201d \u2014 WHY? Your subconscious knows something that you’re not acknowledging. And the way to get to the bottom of it is to start tracking what the little voice inside your head is thinking in the moment<\/p>\n\n\n\n
\n- I\u2019m going to get criticized for something<\/li>\n\n\n\n
- They\u2019re going to ask me to do something that\u2019s not in the contract, but that I don\u2019t feel comfortable saying no to<\/li>\n\n\n\n
- This is going to take forever, I didn\u2019t plan for this<\/li>\n<\/ul>\n\n\n\n
Let\u2019s stop there. Now, let\u2019s look for what\u2019s underneath that:<\/p>\n\n\n\n
How this customer likes to work and how you like to work are very different. <\/strong><\/p>\n\n\n\nLike all things in life, it\u2019s the little things that turn into a big deal. And work preferences and work styles are so much more important than you might think. <\/p>\n\n\n\n
If you high maintenance customer prefers to communicate via phone or zoom and you prefer email \u2013 this is going to be a problem.<\/p>\n\n\n\n
If your client prefers to brainstorm at meetings and you prefer a more structured agenda for meetings, that\u2019s going to be a problem.<\/p>\n\n\n\n
Here\u2019s the fix:<\/strong><\/p>\n\n\n\n\n- Make a \u201cworkstyle\u201d review or discussion part of your selling process. Talk about how you will communicate, when you will communicate and how much communication there\u2019s going to be. <\/li>\n\n\n\n
- Have a process that you follow and make sure your client knows and understands how it\u2019s going to go. <\/li>\n\n\n\n
- Create policies around the key workstyle preferences that you have. If you prefer email and your client prefers phone or Zoom, you can charge extra for that, for example. <\/li>\n<\/ul>\n\n\n\n
You didn\u2019t cost out the project properly and you\u2019re not charging enough<\/strong><\/p>\n\n\n\nThis is usually behind 80% of high maintenance<\/a> issues. If you have a client who is constantly reaching out, micromanaging, interrupting, making changes, and taking up much more time than you budgeted for, you are going to see them as high maintenance.\u00a0Your job is to make sure that you’re pricing<\/a> properly and charging for all the things that will make the job worthwhile.<\/p>\n\n\n\nHere\u2019s the fix:<\/strong><\/p>\n\n\n\n\n- Make sure that you have a policy for how you work and follow it. <\/li>\n\n\n\n
- List out specific requirements such as how many changes or revisions are covered at your price point and how additional changes will be billed. I usually say something like \u201cThis change is going to cost you $500 \u2013 are you ok with that?\u201d You\u2019d be amazed at how this behavior will change. <\/li>\n\n\n\n
- I don\u2019t like to say no, so I will also say something like, I\u2019d be happy to do this, it\u2019s going to cost $X \u2013 is that ok with you?<\/li>\n<\/ul>\n\n\n\n
Overall, the key here is to have a solid knowledge and understanding of how you work, what accommodations you are willing to make and how much those accommodations will cost?<\/p>\n\n\n\n
Are You Really Making Money on High-Maintenance Customers?<\/strong><\/h3>\n\n\n\nThe short answer is yes, but it’s complicated. High-maintenance customers demand more resources, time, and patience. However, they also push your business to elevate its game, refine processes, and improve service quality. By addressing their concerns, you’re indirectly enhancing your operations for all customers, leading to increased satisfaction and loyalty across the board.<\/p>\n\n\n\n
Can High-Maintenance Customers Improve Your Operations?<\/strong><\/h3>\n\n\n\nAbsolutely. Think of high-maintenance customers as your most rigorous quality control inspectors. Their demands for prompt service, perfection, and personal attention force you to scrutinize and optimize your business processes. This relentless pursuit of excellence can lead to operational efficiencies, innovative problem-solving techniques, and a stronger, more adaptable business model.<\/p>\n\n\n\n
Identifying High-Maintenance Customers: The Early Birds Catch the Worms<\/strong><\/h2>\n\n\n\n![\"man](\"http:\/\/diymarketers.com\/wp-content\/uploads\/complaining-customer-on-phone-1920x1280.jpg\" "\\"\\"")
<\/figure>\n\n\n\nIdentifying high-maintenance customers early on can save you a significant amount of time and resources. Look for signs like constant demands for discounts, frequent and detailed complaints, or an expectation for immediate responses at all hours. Recognizing these traits allows you to proactively manage their expectations and tailor your approach to their specific needs.<\/p>\n\n\n\n
Transforming Challenges into Opportunities: Strategies That Work<\/strong><\/h2>\n\n\n\nTurning high-maintenance customers into advocates might seem like a Herculean task, but with the right strategies, it’s entirely achievable. Here are seven proven tactics to not only manage but also leverage high-maintenance customers to your advantage:<\/p>\n\n\n\n
1. Empathy is Your Superpower<\/strong><\/h3>\n\n\n\nStart by acknowledging their concerns and showing genuine empathy. A simple “I understand why that’s frustrating for you” can go a long way in building a rapport.<\/p>\n\n\n\n
2. Set Clear Boundaries<\/strong><\/h3>\n\n\n\nHigh-maintenance customers often have unrealistic expectations. Setting clear boundaries and communicating what you can and cannot do helps manage these expectations from the outset.<\/p>\n\n\n\n
3. Personalize Your Approach<\/strong><\/h3>\n\n\n\nCustomizing your service to meet their specific needs shows that you value their business and are willing to go the extra mile for their satisfaction.<\/p>\n\n\n\n
4. Seek Feedback Actively<\/strong><\/h3>\n\n\n\nEncourage them to share their feedback, both positive and negative. This not only provides valuable insights for improvement but also makes them feel heard and appreciated.<\/p>\n\n\n\n
5. Turn Complaints into Solutions<\/strong><\/h3>\n\n\n\nView every complaint as an opportunity to improve. Demonstrating a commitment to resolving issues can turn a dissatisfied customer into a loyal advocate.<\/p>\n\n\n\n
6. Educate Your Customers<\/strong><\/h3>\n\n\n\nSometimes, high maintenance stems from a lack of understanding. Educating your customers about your processes, limitations, and how things work can alleviate many concerns.<\/p>\n\n\n\n
7. Celebrate Successes Together<\/strong><\/h3>\n\n\n\nWhen you’ve successfully met their demands or exceeded expectations, celebrate these successes. A simple acknowledgment of a positive outcome can reinforce their decision to advocate for your business.<\/p>\n\n\n\n
High-Maintenance to High Praise: The Journey of Advocacy<\/strong><\/h2>\n\n\n\nThe transformation from high-maintenance customer to advocate doesn’t happen overnight. It requires patience, strategy, and a consistent effort to exceed expectations. However, when a high-maintenance customer becomes an advocate, they’re likely to be more vocal and influential than your average satisfied client. Their journey from dissatisfaction to advocacy can become a powerful testament to the quality and resilience of your business.<\/p>\n\n\n\n
Common Reasons Why High-Maintenance Customers Become Advocates<\/strong><\/h3>\n\n\n\n\n- Personalized Solutions:<\/strong> Tailoring your services to address their unique concerns can create a deep sense of loyalty and appreciation.<\/li>\n\n\n\n
- Exceptional Service:<\/strong> Consistently going above and beyond for these customers can transform their perception of your business.<\/li>\n\n\n\n
- Feeling Valued:<\/strong> High-maintenance customers who feel genuinely valued and understood are more likely to sing your praises to others.<\/li>\n\n\n\n
- Problem Resolution:<\/strong> Successfully solving their issues can lead to a strong emotional attachment to your brand.<\/li>\n<\/ul>\n\n\n\n
Wrapping It Up<\/strong><\/h2>\n\n\n\nIn the grand scheme of things, high-maintenance customers hold the potential to be your most vocal and influential advocates. By embracing their challenges as opportunities for growth, you can unlock a level of loyalty and advocacy that far outweighs the initial investment of time and resources. Remember, in the world of business, every customer interaction is a stepping stone towards excellence. Let’s turn those stones into milestones together.<\/p>","protected":false},"excerpt":{"rendered":"
Turning high-maintenance customers into fans: because even divas deserve the VIP treatment.<\/p>\n","protected":false},"author":2,"featured_media":83258,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[41],"tags":[61,95,63],"class_list":["post-83256","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-keep-customers","tag-consultants","tag-expert-interviews","tag-freelancers"],"acf":[],"_links":{"self":[{"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/posts\/83256","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/comments?post=83256"}],"version-history":[{"count":2,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/posts\/83256\/revisions"}],"predecessor-version":[{"id":84498,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/posts\/83256\/revisions\/84498"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/media\/83258"}],"wp:attachment":[{"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/media?parent=83256"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/categories?post=83256"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/tags?post=83256"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
Let\u2019s stop there. Now, let\u2019s look for what\u2019s underneath that:<\/p>\n\n\n\n
How this customer likes to work and how you like to work are very different. <\/strong><\/p>\n\n\n\n Like all things in life, it\u2019s the little things that turn into a big deal. And work preferences and work styles are so much more important than you might think. <\/p>\n\n\n\n If you high maintenance customer prefers to communicate via phone or zoom and you prefer email \u2013 this is going to be a problem.<\/p>\n\n\n\n If your client prefers to brainstorm at meetings and you prefer a more structured agenda for meetings, that\u2019s going to be a problem.<\/p>\n\n\n\n Here\u2019s the fix:<\/strong><\/p>\n\n\n\n You didn\u2019t cost out the project properly and you\u2019re not charging enough<\/strong><\/p>\n\n\n\n This is usually behind 80% of high maintenance<\/a> issues. If you have a client who is constantly reaching out, micromanaging, interrupting, making changes, and taking up much more time than you budgeted for, you are going to see them as high maintenance.\u00a0Your job is to make sure that you’re pricing<\/a> properly and charging for all the things that will make the job worthwhile.<\/p>\n\n\n\n Here\u2019s the fix:<\/strong><\/p>\n\n\n\n Overall, the key here is to have a solid knowledge and understanding of how you work, what accommodations you are willing to make and how much those accommodations will cost?<\/p>\n\n\n\n The short answer is yes, but it’s complicated. High-maintenance customers demand more resources, time, and patience. However, they also push your business to elevate its game, refine processes, and improve service quality. By addressing their concerns, you’re indirectly enhancing your operations for all customers, leading to increased satisfaction and loyalty across the board.<\/p>\n\n\n\n Absolutely. Think of high-maintenance customers as your most rigorous quality control inspectors. Their demands for prompt service, perfection, and personal attention force you to scrutinize and optimize your business processes. This relentless pursuit of excellence can lead to operational efficiencies, innovative problem-solving techniques, and a stronger, more adaptable business model.<\/p>\n\n\n\n Identifying high-maintenance customers early on can save you a significant amount of time and resources. Look for signs like constant demands for discounts, frequent and detailed complaints, or an expectation for immediate responses at all hours. Recognizing these traits allows you to proactively manage their expectations and tailor your approach to their specific needs.<\/p>\n\n\n\n Turning high-maintenance customers into advocates might seem like a Herculean task, but with the right strategies, it’s entirely achievable. Here are seven proven tactics to not only manage but also leverage high-maintenance customers to your advantage:<\/p>\n\n\n\n Start by acknowledging their concerns and showing genuine empathy. A simple “I understand why that’s frustrating for you” can go a long way in building a rapport.<\/p>\n\n\n\n High-maintenance customers often have unrealistic expectations. Setting clear boundaries and communicating what you can and cannot do helps manage these expectations from the outset.<\/p>\n\n\n\n Customizing your service to meet their specific needs shows that you value their business and are willing to go the extra mile for their satisfaction.<\/p>\n\n\n\n Encourage them to share their feedback, both positive and negative. This not only provides valuable insights for improvement but also makes them feel heard and appreciated.<\/p>\n\n\n\n View every complaint as an opportunity to improve. Demonstrating a commitment to resolving issues can turn a dissatisfied customer into a loyal advocate.<\/p>\n\n\n\n Sometimes, high maintenance stems from a lack of understanding. Educating your customers about your processes, limitations, and how things work can alleviate many concerns.<\/p>\n\n\n\n When you’ve successfully met their demands or exceeded expectations, celebrate these successes. A simple acknowledgment of a positive outcome can reinforce their decision to advocate for your business.<\/p>\n\n\n\n The transformation from high-maintenance customer to advocate doesn’t happen overnight. It requires patience, strategy, and a consistent effort to exceed expectations. However, when a high-maintenance customer becomes an advocate, they’re likely to be more vocal and influential than your average satisfied client. Their journey from dissatisfaction to advocacy can become a powerful testament to the quality and resilience of your business.<\/p>\n\n\n\n In the grand scheme of things, high-maintenance customers hold the potential to be your most vocal and influential advocates. By embracing their challenges as opportunities for growth, you can unlock a level of loyalty and advocacy that far outweighs the initial investment of time and resources. Remember, in the world of business, every customer interaction is a stepping stone towards excellence. Let’s turn those stones into milestones together.<\/p>","protected":false},"excerpt":{"rendered":" Turning high-maintenance customers into fans: because even divas deserve the VIP treatment.<\/p>\n","protected":false},"author":2,"featured_media":83258,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[41],"tags":[61,95,63],"class_list":["post-83256","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-keep-customers","tag-consultants","tag-expert-interviews","tag-freelancers"],"acf":[],"_links":{"self":[{"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/posts\/83256","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/comments?post=83256"}],"version-history":[{"count":2,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/posts\/83256\/revisions"}],"predecessor-version":[{"id":84498,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/posts\/83256\/revisions\/84498"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/media\/83258"}],"wp:attachment":[{"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/media?parent=83256"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/categories?post=83256"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/diymarketers.com\/wp-json\/wp\/v2\/tags?post=83256"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n
\n
Are You Really Making Money on High-Maintenance Customers?<\/strong><\/h3>\n\n\n\n
Can High-Maintenance Customers Improve Your Operations?<\/strong><\/h3>\n\n\n\n
Identifying High-Maintenance Customers: The Early Birds Catch the Worms<\/strong><\/h2>\n\n\n\n
<\/figure>\n\n\n\nTransforming Challenges into Opportunities: Strategies That Work<\/strong><\/h2>\n\n\n\n
1. Empathy is Your Superpower<\/strong><\/h3>\n\n\n\n
2. Set Clear Boundaries<\/strong><\/h3>\n\n\n\n
3. Personalize Your Approach<\/strong><\/h3>\n\n\n\n
4. Seek Feedback Actively<\/strong><\/h3>\n\n\n\n
5. Turn Complaints into Solutions<\/strong><\/h3>\n\n\n\n
6. Educate Your Customers<\/strong><\/h3>\n\n\n\n
7. Celebrate Successes Together<\/strong><\/h3>\n\n\n\n
High-Maintenance to High Praise: The Journey of Advocacy<\/strong><\/h2>\n\n\n\n
Common Reasons Why High-Maintenance Customers Become Advocates<\/strong><\/h3>\n\n\n\n
\n
Wrapping It Up<\/strong><\/h2>\n\n\n\n