November 17, 2020

How to Deal with a Negative Client #51

38 minutes

How to Deal with a Negative Client (Online Trainer Show #51)

Whatever business you have, there’s one thing you cannot avoid - dealing with a negative client. How do you respond? Listen up as Carolina and Amber take centerstage to share lessons acquired in dealing with different clients. They walk us through common negativity issues and the realization that every client is different. They also go deep into the importance of analyzing client information, the value of listening, and how to ask the right questions using motivational interviewing techniques.

In This Episode:

Amber opens the discussion by sharing her experiences with clients’ negativity [11:39]
The importance of setting up boundaries [13:05]
Deep diving into the cause of clients’ negative issues [27:25]
Tips on responding to clients’ frustrations [29:00]
What is the “Assumed Benevolence” mind frame [31:57]
Every client is different [32:39]

"Look at a client's negative emotions as data. It's information you use to help coach them better."

- Amber Reynolds

Clients are Humans

People are not inherently mean. When dealing with demanding clients, remember that they are humans like us. We all go through situations that trigger negativity. Do not take things personally. Be empathetic and compassionate but set up your boundaries, then respond appropriately.

Understanding Common Client Issues

To effectively deal with client issues, it’s good to identify what they are. In the course of running your business, expect to experience one or more of the following: all or nothing, filtering, overgeneralization, mental reading, blowing small things out of proportion, and lots more. Pause Button Mentality can be quite harmful to a client. Therefore, it is important to recognize this common habit and help them through it.

The Proper Response to Clients’ Negativity

Listening and knowing how to ask the right questions are useful skills in diffusing clients’ frustrations. Do not dictate and try to solve every problem they have. Instead, help them navigate their emotions. Be discerning. What works for one client might not work for another.

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