When A Client Flips (out) On You

Flip -floppers as clients are the worst. Just when you think you had them all figured out they seemingly go berzerk and you wonder what Demon has stolen your client’s soul. Things were going so great and now they are hostile , all because the sofa is late , they don’t like the wallpaper guy , they think that lamp price is too high …. you fill in the blank. It is more about what not to do here than to do , here’s a couple helpful hints from the trenches.

1. Don’t get caught up in their rage , stay calm , no anger from your side , stay in control of your emotions so you don’t escalate the situation. If they sense your frustration , it is like a wild wolf smelling fear , they will attack. If they are screamers tell them you will wait until they are able to talk about things.

2.Do not ignore the situation . Don’t go home and hide. Take their phone calls , emails , and keep appointments. This will not blow over without some interaction on your part. The more you pull away and do not face the situation , the more irate they will remain.

3. Do not spread the blame like butter. If you make them hate your sub contractors or the drapery workroom , pretty soon you will run out of workers for your project.

4. Do not be stubborn , it is often best to apologize . Right or wrong , take charge and correct the issue as soon as possible. Again , be calm , focused and in control , as they hired you to do.

5. Fire them. If you fix it all , stayed professional , and they still are negative and argumentative over everything , then let them know you are wrapping things up and moving on. You are not a boxer or big time wrestler , you are not a litigator. You are an Interior Designer bringing beauty to others and the world. This should be a peaceful  and positive thing to do.

All projects have bumps , dips , and some down right emergencies. It is something you need to prepare your client for before hand . Let them know something always does goes off course , and you are there at the helm to get the ship righted again. Do not panic , and learn to face irritiable and negative clients in a cool and collected manner , proposing the solutions , apologzing , and moving on toward the positive.

It is Friday , there were probably some mean people out there this week. They are not a drug sweeping over our minds , hearts , and body that saps our strength and will . We are centered , we move forth into the sun. May your only flippers be the dolphins at the beach…..Happy Weekend  Florida!

Peggy Oberlin RID 4986