How to manage difficult clients with grace

It’s inevitable

In the high-stakes world of corporate law, managing difficult clients is an inevitable part of the job.

Nerve-wracking?

As a female corporate lawyer in a Magic Circle firm, this challenge is compounded by the need to balance professionalism with assertiveness.

And this could be nerve-wracking as dealing with a two-years-old sometimes.

Whether you’re dealing with high-demand clients or navigating complex interpersonal dynamics, maintaining the grace of a ballerina under pressure is essential.

It is all about staying composed in the face of adversity?

Not really. If you want to build an easier life, it has to be more than a facade or it will collapse at the first truly unpredictable situation you encounter.

Understanding Client Dynamics

You’ll encounter common difficult client scenarios, including:

• clients with unrealistic expectations
• those who are highly demanding, and
• those who may be manipulative or
• uncooperative.

Understanding the dynamics at play and setting clear boundaries from the outset is crucial.

Establishing mutual respect and clear communication channels can help manage expectations and prevent misunderstandings.

Communication Strategies

Clear and assertive communication is key to managing difficult clients.

Articulate your expectations, outline the scope of work, and provide regular updates to keep clients informed.

When delivering bad news or managing setbacks, it’s important to be honest yet tactful, offering solutions or alternatives where possible.

Listening actively to clients’ concerns and showing empathy can also help defuse tense situations.

Bonus: I’ve noticed that there’s a lot of confusion about what active listening really means.

It’s not just paying attention to what the client is asking, but it encompasses a set of skills that are built over time and become crucial for securing the holy grail of lawyers: a solid and lasting relationship with the client.

By acknowledging their feelings and demonstrating a commitment to resolving issues, you can build trust and rapport.

Building Strong Client Relationships

Developing trust and rapport with clients is essential for managing difficult interactions.

At a basic level it’s necessary to demonstrate your value and expertise through consistent performance and successful outcomes.

But building strong relationships also involves understanding clients’ businesses and industries, anticipating their needs, and providing proactive advice.

High-light: maintaining professionalism under pressure.

This means staying calm and composed, even when faced with unreasonable demands or criticism.

Maintaining Professionalism Under Pressure

Handling manipulation and high demands requires a strategic approach.

It’s important to recognize when clients are attempting to take advantage and to respond assertively and professionally.

This is one of those things no one explains if you’re a woman working in Corporate and M&A, and it’s left entirely to your personal experiences.

You have no idea how much having a strategic approach makes a substantial difference between starting to live with a stomach ache and gracefully pirouetting away from stress.

Should we talk about it?