President of RCS-CM LLC, Leader for Construction Management, Estimating and Scheduling Services and a Goldman Sachs 10000 Small Business Alumni.
The subject of "how do you deal with bad/challenging clients" has come up a number of times over the last few months, especially from peers that are also business owners. When this question does come up, I've given examples of different scenarios in which we have been in and how we handled those situations but not all situatuations are the same. Here are a few key points to consider when you are in a situation with a "bad" or "challenging" client: 1. Set clear boundaries and expectations for your firm, as well as the clients. 2. Communicate effectively and specifically, both verbally and in writing. 3. Document, document, document. One thing I learned early on in my military career was that you MUST always document as much as possible, to protect yourself, as well as others. 4. Take a step back/pause and evaluate the situation to ensure you fully understand the cause of your situation. 5. Propose solutions professionally that are constructive and best for the project. 6. Know when to walk away or as Kenny Rodgers said "know when to fold 'em". 7. Protect yourself legally and understand your contractual options. These types of experiences are never fun and thankfully RCS-CM LLC hasn't had to deal with this too often. Not all clients are good clients and it's important to recognize that as soon as possible. #badclients #challenges #constructionmanagement #clients #options
