Dealing with difficult prospects

Does anyone have any good ideas on how to deal with difficult prospects. I'm talking about new prospects who for one reason or another are either grumpy or obnoxious when you first meet them.

Do you try and work with them in that state or do you try to get them to snap out of it?

For me, it depends on "My" mood. Seriously. Some days I bend with the wind while other days even the wind gets under my skin.

Quote:

Originally Posted by Jackie

Do you try and work with them in that state or do you try to get them to snap out of it?

If a customer is being a jerk I initially cut him/her some slack and kind of go with the flow while I attempt to get them to relax, release, and let go. After this initial courtesy however I let them know that I'm not here to be abused and that if they want to continue working with me they need to show some courtesy.

Nobody deserves to be abused. Period. However, this doesn't give the employee a license to tee-off in return.

I'd have to say it depends on whether this is a customer (someone who has paid for my product) or a prospect. A customer has a lot more leyway. For a prospect, I just smile, say thanks--have a nice day, and hang up (or walk out). NEXT (translation: you are just a number to me, pal). There are plenty of polite people. I don't waste my time on unreasonable or disrespectful ones.

Quote:

Originally Posted by RainMaker

I'd have to say it depends on whether this is a customer (someone who has paid for my product) or a prospect. A customer has a lot more leyway. For a prospect, I just smile, say thanks--have a nice day, and hang up (or walk out). NEXT (translation: you are just a number to me, pal). There are plenty of polite people. I don't waste my time on unreasonable or disrespectful ones.

Exactly. There are plenty of other fish in the sea.

Quote:

Originally Posted by Jackie

Does anyone have any good ideas on how to deal with difficult prospects.

Difficult prospects, even if you can turn them into customers, often turn into difficult customers.

I recommend to my clients that they make a list of what characteristics their ideal clients would have (pays on time, doesn't haggle on price, etc.). THEN also make a list of characteristics of "difficult" clients. Review it often! When a prospect starts displaying "difficult" characteristics, listen to that little voice that says "I don't really want to work with this person!" Say no diplomatically to their business, refer them to someone else who might fit their needs better (even if it is a competitor), and move on to brighter prospects.

NEVER, EVER, take a client just for the money. No matter how big the project, no matter how huge the payoff. In the long run, difficult clients cost more than they are worth -- and they distract you from people you can work with much more easily and pleasantly!

Peace,
Terri Z

Quote:

Originally Posted by terriz

Difficult prospects, even if you can turn them into customers, often turn into difficult customers.

I recommend to my clients that they make a list of what characteristics their ideal clients would have (pays on time, doesn't haggle on price, etc.). THEN also make a list of characteristics of "difficult" clients. Review it often! When a prospect starts displaying "difficult" characteristics, listen to that little voice that says "I don't really want to work with this person!" Say no diplomatically to their business, refer them to someone else who might fit their needs better (even if it is a competitor), and move on to brighter prospects.

NEVER, EVER, take a client just for the money. No matter how big the project, no matter how huge the payoff. In the long run, difficult clients cost more than they are worth -- and they distract you from people you can work with much more easily and pleasantly!

I could not have said it better myself. From my experience you're right on the money.

Quote:

Originally Posted by Jackie

Do you try and work with them in that state or do you try to get them to snap out of it?

Often, I'll work with them in that state--the grumpiness or obnoxiousness doesn't bother me.

Where I do draw the line is disrespectful behaviour. I will not tolerate it and I will not pursue the prospect.

A couple of my best friends arecussed and cantankerous grumbling about everything most of the time. They amuse me and I never fail to learn something from them. But like Gary says, If it's a prospect I'm dealing with, if I feel the conversation is moving forward or I'm just amused by it I'll keep it going anyway - if it becomes disrespectful or personally attacking I exit.

I've never had anything I'd say was a personal attack - I could have let it feel that way but I interpreted the grumbling to be the other person's confusion, not mine. But I have made quick exits from rude and disrrspectful behavior.

An example would be when I'm interrupted, then again, and when I continue once more I'm interrupted again - if I can't get it to stop it's over. Maybe I should call back - maybe not - that's a question to consider.

Dealing with difficult prospects

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