It is estimated that at least 20 percent of clients for any professional service firm are considered “difficult.” Unfortunately, this 20 percent can sap up to 80 percent of the firm’s time, energy and resources. Even though it is such a small portion of the overall client base, it can negatively impact the entire culture of a firm. To most professionals, the classification of “difficult client” comes from an emotional reaction to dealing with certain people. While this is certainly part of it, there are other factors that make clients difficult. This session will provide you with the skills and tools necessary to identify, manage, convert or, in some instances, cut loose difficult clients.
Emerging leaders and established professionals who want to advance their personal and professional relationships
Topics will include:
- Specific characteristics that make clients difficult
- A process for purposefully identifying difficult clients beyond outward and obvious behavior
- A system for rating and grading your client list — taking it beyond the “gut feeling”
- Understanding how managing difficult clients properly can increase revenue
- Utilizing soft skills to convert clients from difficult to A-rated
- Recognizing when it is time to fire a client
- Assuring your client list doesn’t negatively impact your culture
This session originally aired at the 2019 NJCPA Annual Convention & Expo. You are only eligible for credit once.