“Surviving the Grizzly” Handling Aggressive Clients | Part Two: Make Yourself Appear Larger.

Last month we talked about standing your ground with an aggressive client. Just like dealing with a grizzly bear, running from a confrontation with a client could lead to disastrous results.

This month we’ll focus on a tried-and-true method for warding off a grizzly bear hardline client – make yourself appear large. In other words, come prepared and confident to every conversation you have.

Preparation is key in any client interaction but is imperative when your client is being a bear (see what we did there?). Always have -- or know how to access -- data, contracts, correspondence, and other documentation to support your case. Being confident in your strategy will help build trust and show that you’re informed and committed to finding a resolution. Plus, you’ll be able to answer questions on the spot without having to come back later with the information.

Your body language and the tone of your voice are also non-verbal indicators of your confidence and preparation. Speak clearly, use good posture, and don’t avoid eye contact. Things like fidgeting or crossing your arms are no-nos, as they signal insecurity and can cause loss of trust. It’s entirely possible to be respectful while maintaining a firm tone, so practice your tone and what you’ll say before you pick up the phone.

Finally, use your confidence to shift the interaction. When a client can tell that you’ve taken control of the situation, he or she is more likely to work with you instead of against you. Your preparation shows a willingness to get to the bottom of the issue while standing firm in the decisions that lead to this point in time. Create a dialog that brings in both sides of the matter and find a way forward using compromise and respect.

Facing an aggressive, grizzly-bear type client does not have to end in your demise. Preparation, confidence, and rationalization will help ward off even the bears who are out for blood.



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