Career Lessons from TV

Because TV Doesn't Really Rot Your Brain

Posts Tagged ‘customer care

When Clients Become “Royal Pains”

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If you’re in any business where you have to keep a client happy, you’re inevitably going to run into one that doesn’t know, or doesn’t care about boundaries. On the latest episode of “Royal Pains”, Hank faces one of his most difficult clients yet. Thankfully, unless you’re a concierge doctor, you won’t have to save your client’s life with the contents of someone’s purse. You just need to know the tricks to handling ‘that’ kind of customer.

In “Am I Blue?” Hank has to help a client’s father (played by Andrew McCarthy) overcome drug addiction. As patients go, drug addicts aren’t the favorites of health care professionals. They lie, cheat, and firmly believe there’s an easy way out. Even after Hank saves him from a crash treatment gone awry (which Hank refused to assist him in), He still manages to keep a stash on him until finally his son catches him and takes him to a drug treatment center himself.

While Hank had some help keeping his patient in line, all you may have to deal with an unruly client is some sage advice. Jun Loayza shares some pointers in “Dealing with a Needy Client“. As Loayza writes, it’s important to set expectations about what you’re delivering and how you deliver it. Loayza also writes that you should stand firm on your ground rules and if the client is beyond reason, re-evaluate whether or not that client is worth keeping.

Difficult Clients Problems Can be Solved (Or Not)

I’ve had my share of  ‘those’ clients myself. The way I see it, if you strip away the drama and the perception that the world is going to end, it’s just another problem to be solved. The problem I refer to is a matter of compromised trust. Whether you can repair that trust with clarifying the issue, escalating it to someone better paid to deal with it (if you’re the owner, consider making a referral to your competitor), or just listening, it all depends on the situation. Just remember that a business arrangement has to benefit all parties, or else it may be best to part ways.

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Written by Reginald Bautista

August 19, 2009 at 2:55 pm