Business
The best tips for dealing with difficult clients
As web designers, we want to love all our clients. That’s what figuring out your ideal client is all about, right? Doing what we love for people who love working with us.
Many freelancers have found their way to client bliss, but pretty much all of us have had to kiss a few frogs along the way. The difficult client, it seems, can happen anytime and strike without warning. To some extent, they truly are a fact of life for any service provider.
So how do you deal with these difficult clients? And what can you do to prevent things from going south in the first place? Let’s discuss.
1. Don’t take it personally
Somebody’s really unhappy with the work you did, and they’re letting you know it. Ouch!
Yes, it stings when we don’t get positive feedback – especially when we’ve invested a lot in something. The thing I’ve found most effective when someone tells me my work isn’t good enough is to find a way to detach. I tell myself the person is having a bad day, or that their expectations simply aren’t reasonable, or the “shortcomings” aren’t in line with the project as originally discussed. When all else fails, I read through my stack of glowing testimonials and heartfelt emails from other clients – the ones who actually appreciate what I can do.
Here’s another tip I picked up recently from the AmEx blog, of all places: when your client says something infuriating, tack “froMLE” to the end of it before you respond. FroMLE means “from my limited experience” and it can help you keep perspective on the client and their obnoxious statement without getting sucked into drama.
Ultimately, your self-worth shouldn’t be based on what one client thinks of something you’ve delivered. When you can keep that perspective, it helps keep the emotional injury level at a sting, as opposed to a mortal wound.
2. Listen to what they’re saying, not how they’re saying it
Sometimes a difficult client situation crops up when the client has a legitimate issue to raise but does so with a lot of hot air behind it. If you can sort out the real issue from the emotions behind the delivery, you can do some problem-solving.
For example, if a client is saying your website design is no better than the original, there’s no value in the deliverable, and that working with you was a waste of money, see if you can find out what exactly is so unsatisfactory.
It could be that they expected a complete departure from their current website, whereas you’d tried to retain the “spirit” of the original while coming up with something updated. To them, it’s just a fancier version of what they had when the expectation was something completely new and different. (Yes, something like this happened to me. Big lessons in onboarding!)
3. Set boundaries the minute you realize there are none
When you get stuck on the phone with a chatterbox and you realize nothing of any value has been said for 10 minutes, you need to take charge. Interrupt as politely as you can, say that you only have another moment, and ask what specifically you can do for them. If this becomes a chronic problem, you may need to let the client know that the excessive phone calls are beyond the scope of the project and that you’re happy to take them, but you’ll need to start charging a fee for every call that goes over 5 or 10 minutes.
If you’re dealing with someone who doesn’t respect your work hours and calls or emails at all times of day expecting a hasty response, you’ve got to enforce your work/life boundaries. Don’t take the phone calls or respond to any emails. If you get complaints, state your working hours matter-of-factly and don’t deviate.
Another common issue with clients is trying to wrangle a “committee of deciders.” If everything on the client end is being discussed, debated, and thrown at you from multiple directions, it’s a recipe for disaster. Have the “committee” name one person who will be your sole point of contact, and only take requests and input from that person. Doing so will streamline your communication tremendously (and increase the odds that you’ll escape the project with your sanity intact).
4. Own your part and make it right
Approach any difficult client situation from the angle of finding the problem and offering the solution. Sometimes the problem is as simple as “I’m overwhelmed by this project and I need reassurance you can deliver what you’ve promised.” These kinds of conflicts and tensions can be set aside once you’re able to provide solutions, whether it’s a robust explanation of all the steps you’ll take to get the project done or just a timetable of milestones.
But sometimes it goes a little deeper than that.
If you see, upon closer inspection, that there were in fact things you could or should have done better and now the client is legitimately upset, own it and offer to make it right. This might mean more revisions or even a complete redo, if your client becomes reasonable after being understood.
If there’s no reasonableness to be found, or you simply can’t deliver what the client wants, you may need to issue the refund.
5. Prevent difficult clients from becoming difficult in the first place
“Twenty minutes of prevention is worth weeks of the cure. ”
In other words, do yourself and your clients a favor and set appropriate boundaries and expectations right at the beginning. It should be folded into the project proposal that your client signs, and/or the contract you put together, and it will include things like this:
- Your office hours and availability, including phone call duration and frequency.
- Clearly defined scope, as well as your hourly rate for extra elements that go beyond the scope.
- Points of contact for you and for the client.
- Project milestones and key deliverables, with the stipulation that turnaround time is dependent on client responses (i.e. if you need two weeks to reach the next milestone, those two weeks don’t begin until you get the client feedback you’ll need from the previous milestone).
- Payment terms.
- An “escape clause” with a kill fee if either one of you terminates the project before it’s done.
You’ll also benefit from an in-depth client questionnaire at some point during the onboarding process so you can get right to the bottom of the client’s goals, expectations, likes, and dislikes. This will be helpful not only in delivering something they love, but problem-solving if things go off the tracks.
“What’s your best tip for handling a difficult client? ”
Looking for something similar? Check out these articles:
Comments ( 152 )
FrankacagO
August 21, 2025
SteroidCare Pharmacy: prednisone 20mg price - SteroidCare Pharmacy
RichardSog
August 21, 2025
SildenaPeak: SildenaPeak - SildenaPeak
Peterexima
August 21, 2025
Safe access to generic ED medication: ED treatment without doctor visits - Affordable sildenafil citrate tablets for men
RobertSop
August 21, 2025
SildenaPeak [url=https://sildenapeak.shop/#]over the counter female viagra[/url] viagra 100 mg best price
DanielFal
August 21, 2025
https://kamameds.com/# Kamagra reviews from US customers
Elijahded
August 21, 2025
SildenaPeak: can you buy viagra over the counter australia - SildenaPeak
RichardSog
August 21, 2025
Online sources for Kamagra in the United States: Affordable sildenafil citrate tablets for men - Sildenafil oral jelly fast absorption effect
Peterexima
August 20, 2025
SildenaPeak: SildenaPeak - viagra generic online canada
RobertSop
August 20, 2025
tadalafil generic reviews [url=https://tadalify.com/#]cialis 20mg side effects[/url] Tadalify
Elijahded
August 20, 2025
Non-prescription ED tablets discreetly shipped: KamaMeds - ED treatment without doctor visits
RichardSog
August 20, 2025
Kamagra reviews from US customers: Affordable sildenafil citrate tablets for men - Safe access to generic ED medication
Peterexima
August 20, 2025
SildenaPeak: SildenaPeak - sildenafil uk otc
DanielFal
August 20, 2025
https://sildenapeak.com/# SildenaPeak
RobertSop
August 20, 2025
Tadalify [url=https://tadalify.shop/#]Tadalify[/url] most recommended online pharmacies cialis
RichardSog
August 20, 2025
Online sources for Kamagra in the United States: Kamagra reviews from US customers - Compare Kamagra with branded alternatives
Elijahded
August 20, 2025
SildenaPeak: SildenaPeak - sildenafil 100mg canada
Peterexima
August 20, 2025
Tadalify: Tadalify - cialis vs sildenafil
RichardSog
August 19, 2025
Men’s sexual health solutions online: Men’s sexual health solutions online - Compare Kamagra with branded alternatives
Elijahded
August 19, 2025
cialis 10mg: ambrisentan and tadalafil combination brands - Tadalify
RobertSop
August 19, 2025
how much does cialis cost at cvs [url=https://tadalify.shop/#]tadalafil tablets 20 mg side effects[/url] Tadalify
Peterexima
August 19, 2025
Safe access to generic ED medication: Non-prescription ED tablets discreetly shipped - KamaMeds
DanielFal
August 19, 2025
http://sildenapeak.com/# cheap viagra soft tabs
RichardSog
August 19, 2025
Online sources for Kamagra in the United States: KamaMeds - Kamagra oral jelly USA availability
Elijahded
August 19, 2025
Compare Kamagra with branded alternatives: Non-prescription ED tablets discreetly shipped - Safe access to generic ED medication
RobertSop
August 19, 2025
п»їwhat can i take to enhance cialis [url=http://tadalify.com/#]cialis wikipedia[/url] Tadalify
Peterexima
August 19, 2025
cialis daily side effects: Tadalify - Tadalify
RichardSog
August 19, 2025
Online sources for Kamagra in the United States: Fast-acting ED solution with discreet packaging - Sildenafil oral jelly fast absorption effect
Elijahded
August 19, 2025
Tadalify: buying cialis - Tadalify
Peterexima
August 19, 2025
tadalafil review forum: cialis coupon online - cialis dapoxetine europe
DanielFal
August 18, 2025
http://tadalify.com/# Tadalify
RichardSog
August 18, 2025
Tadalify: buy cialis without a prescription - does cialis make you last longer in bed
Elijahded
August 18, 2025
cialis online without prescription: cialis tadalafil 20mg tablets - Tadalify
Peterexima
August 18, 2025
generic viagra south africa: SildenaPeak - sildenafil best price canada
RobertSop
August 18, 2025
cialis 20mg tablets [url=https://tadalify.com/#]how to get cialis without doctor[/url] Tadalify
RichardSog
August 18, 2025
ED treatment without doctor visits: Kamagra reviews from US customers - ED treatment without doctor visits
Elijahded
August 18, 2025
tadalafil review forum: where to buy liquid cialis - Tadalify
Peterexima
August 18, 2025
Fast-acting ED solution with discreet packaging: KamaMeds - Compare Kamagra with branded alternatives
DanielFal
August 18, 2025
https://kamameds.shop/# Kamagra oral jelly USA availability
RichardSog
August 18, 2025
200 mg sildenafil: SildenaPeak - SildenaPeak
RobertSop
August 18, 2025
order generic cialis online 20 mg 20 pills [url=https://tadalify.com/#]Tadalify[/url] buy generic cialis
Elijahded
August 18, 2025
which is better cialis or levitra: Tadalify - cialis 5mg cost per pill
Peterexima
August 17, 2025
Non-prescription ED tablets discreetly shipped: Safe access to generic ED medication - Safe access to generic ED medication
RichardSog
August 17, 2025
real viagra online prescription: SildenaPeak - purchase cheap viagra online
RobertSop
August 17, 2025
Tadalify [url=https://tadalify.com/#]buy cheap tadalafil online[/url] Tadalify
Elijahded
August 17, 2025
canadian pharmacy cialis: Tadalify - cialis for prostate
DanielFal
August 17, 2025
https://sildenapeak.com/# SildenaPeak
Peterexima
August 17, 2025
KamaMeds: Affordable sildenafil citrate tablets for men - Kamagra oral jelly USA availability
RichardSog
August 17, 2025
Kamagra oral jelly USA availability: KamaMeds - Non-prescription ED tablets discreetly shipped
Elijahded
August 17, 2025
where to buy liquid cialis: Tadalify - cialis vs tadalafil
RichardSog
August 17, 2025
Tadalify: Tadalify - Tadalify
Peterexima
August 17, 2025
Compare Kamagra with branded alternatives: Affordable sildenafil citrate tablets for men - Online sources for Kamagra in the United States
Elijahded
August 16, 2025
SildenaPeak: SildenaPeak - SildenaPeak
RobertSop
August 16, 2025
achats produit tadalafil pour femme en ligne [url=https://tadalify.shop/#]cialis windsor canada[/url] cheap cialis with dapoxetine
DanielFal
August 16, 2025
https://sildenapeak.com/# cheap generic viagra in canada
RichardSog
August 16, 2025
SildenaPeak: buy 10 viagra pills - cheap sildenafil citrate tablets
Peterexima
August 16, 2025
SildenaPeak: sildenafil 20 mg cost - SildenaPeak
Elijahded
August 16, 2025
buying cialis online: does tadalafil lower blood pressure - canada cialis
RichardSog
August 16, 2025
Kamagra oral jelly USA availability: ED treatment without doctor visits - Fast-acting ED solution with discreet packaging
RobertSop
August 16, 2025
generic cialis online pharmacy [url=https://tadalify.com/#]Tadalify[/url] Tadalify
Peterexima
August 16, 2025
Tadalify: what happens if a woman takes cialis - cialis dosage 20mg
Elijahded
August 16, 2025
Tadalify: when to take cialis for best results - Tadalify
RichardSog
August 16, 2025
SildenaPeak: discount viagra 100mg - SildenaPeak
DanielFal
August 16, 2025
https://kamameds.com/# Fast-acting ED solution with discreet packaging
Peterexima
August 15, 2025
where to get the best price on cialis: Tadalify - best price on cialis 20mg
RobertSop
August 15, 2025
Affordable sildenafil citrate tablets for men [url=https://kamameds.com/#]Affordable sildenafil citrate tablets for men[/url] Affordable sildenafil citrate tablets for men
RichardSog
August 15, 2025
Kamagra oral jelly USA availability: Sildenafil oral jelly fast absorption effect - Kamagra reviews from US customers
Peterexima
August 15, 2025
Safe access to generic ED medication: KamaMeds - Affordable sildenafil citrate tablets for men
RobertSop
August 15, 2025
sildenafil online free shipping [url=https://sildenapeak.shop/#]how to buy sildenafil online usa[/url] how to buy viagra usa
RichardSog
August 15, 2025
SildenaPeak: SildenaPeak - SildenaPeak
Elijahded
August 15, 2025
Men’s sexual health solutions online: Safe access to generic ED medication - Fast-acting ED solution with discreet packaging
DanielFal
August 15, 2025
https://kamameds.com/# Affordable sildenafil citrate tablets for men
Peterexima
August 15, 2025
generic viagra canadian pharmacy: where can i buy viagra over the counter - SildenaPeak
Jamesket
August 15, 2025
MediDirect USA: MediDirect USA - pharmacy store nearby
RoccoCoips
August 15, 2025
Mexican Pharmacy Hub: cheap mexican pharmacy - Mexican Pharmacy Hub
HoustonPox
August 14, 2025
Indian Meds One [url=https://indianmedsone.shop/#]Indian Meds One[/url] Indian Meds One
Justinraw
August 14, 2025
top 10 online pharmacy in india: Indian Meds One - Online medicine order
RoccoCoips
August 14, 2025
buy from mexico pharmacy: Mexican Pharmacy Hub - modafinil mexico online
Jamesket
August 14, 2025
Mexican Pharmacy Hub: trusted mexico pharmacy with US shipping - trusted mexico pharmacy with US shipping
BruceCulge
August 14, 2025
http://medidirectusa.com/# nolvadex australia pharmacy
Justinraw
August 14, 2025
Mexican Pharmacy Hub: Mexican Pharmacy Hub - best online pharmacies in mexico
HoustonPox
August 14, 2025
Indian Meds One [url=https://indianmedsone.com/#]Indian Meds One[/url] Indian Meds One
RoccoCoips
August 14, 2025
indian pharmacy paypal: Online medicine order - indian pharmacy online
Jamesket
August 14, 2025
indianpharmacy com: Indian Meds One - indianpharmacy com
Justinraw
August 14, 2025
mexican online pharmacies prescription drugs: mexico pharmacies prescription drugs - best online pharmacies in mexico
RoccoCoips
August 14, 2025
united pharmacy nolvadex: MediDirect USA - MediDirect USA
Jamesket
August 14, 2025
world pharmacy store: coumadin online pharmacy - pharmacy artane castle
HoustonPox
August 14, 2025
buy antibiotics over the counter in mexico [url=https://mexicanpharmacyhub.shop/#]Mexican Pharmacy Hub[/url] mexico pharmacy
Justinraw
August 13, 2025
Mexican Pharmacy Hub: medicine in mexico pharmacies - medicine in mexico pharmacies
BruceCulge
August 13, 2025
https://mexicanpharmacyhub.shop/# Mexican Pharmacy Hub
RoccoCoips
August 13, 2025
п»їlegitimate online pharmacies india: cheapest online pharmacy india - indian pharmacy online
Jamesket
August 13, 2025
Indian Meds One: Indian Meds One - buy medicines online in india
HoustonPox
August 13, 2025
tadalafil mexico pharmacy [url=http://mexicanpharmacyhub.com/#]modafinil mexico online[/url] buy modafinil from mexico no rx
Justinraw
August 13, 2025
us online pharmacy viagra: rx hmong pharmacy - MediDirect USA
RoccoCoips
August 13, 2025
online pharmacy propecia no prescription: united states online pharmacy viagra - online pharmacy adipex-p
Jamesket
August 13, 2025
Mexican Pharmacy Hub: buy propecia mexico - buy meds from mexican pharmacy
Justinraw
August 13, 2025
Indian Meds One: Indian Meds One - Indian Meds One
HoustonPox
August 13, 2025
Mexican Pharmacy Hub [url=https://mexicanpharmacyhub.shop/#]safe mexican online pharmacy[/url] Mexican Pharmacy Hub
RoccoCoips
August 13, 2025
medication costs: MediDirect USA - doxycycline tesco pharmacy
BruceCulge
August 13, 2025
https://indianmedsone.com/# Indian Meds One
Jamesket
August 13, 2025
xenical online pharmacy uk: MediDirect USA - MediDirect USA
RoccoCoips
August 12, 2025
MediDirect USA: MediDirect USA - MediDirect USA
Justinraw
August 12, 2025
online pharmacy buy adipex: humana pharmacy login - MediDirect USA
HoustonPox
August 12, 2025
MediDirect USA [url=http://medidirectusa.com/#]MediDirect USA[/url] bupropion sr online pharmacy
Jamesket
August 12, 2025
isotretinoin from mexico: Mexican Pharmacy Hub - Mexican Pharmacy Hub
RoccoCoips
August 12, 2025
Indian Meds One: Indian Meds One - Indian Meds One
Justinraw
August 12, 2025
Mexican Pharmacy Hub: Mexican Pharmacy Hub - buying prescription drugs in mexico
BruceCulge
August 12, 2025
https://mexicanpharmacyhub.com/# reputable mexican pharmacies online
Jamesket
August 12, 2025
MediDirect USA: MediDirect USA - MediDirect USA
HoustonPox
August 12, 2025
Mexican Pharmacy Hub [url=http://mexicanpharmacyhub.com/#]trusted mexican pharmacy[/url] Mexican Pharmacy Hub
RoccoCoips
August 12, 2025
ultram us pharmacy: top 10 pharmacy websites - MediDirect USA
Justinraw
August 12, 2025
ed pharmacy cialis: MediDirect USA - pharmacy website
Jamesket
August 12, 2025
blink pharmacy: online pharmacy cialis uk - global online pharmacy
RoccoCoips
August 12, 2025
indianpharmacy com: india pharmacy mail order - Indian Meds One
Justinraw
August 12, 2025
Mexican Pharmacy Hub: Mexican Pharmacy Hub - Mexican Pharmacy Hub
BruceCulge
August 12, 2025
https://medidirectusa.shop/# online pharmacy same day delivery
HoustonPox
August 12, 2025
MediDirect USA [url=https://medidirectusa.shop/#]target pharmacy refill online[/url] MediDirect USA
RodneySlubs
August 11, 2025
jollibet app: jollibet login - Online betting Philippines
RobertSow
August 11, 2025
https://pinwinaz.pro/# Yuks?k RTP slotlar
DonaldChats
August 11, 2025
Jackpot togel hari ini: Abutogel login - Situs togel online terpercaya
RodneySlubs
August 11, 2025
Online gambling platform Jollibet: Jollibet online sabong - Online betting Philippines
DonaldChats
August 10, 2025
Slot gacor hari ini: Link alternatif Mandiribet - Judi online deposit pulsa
Larryres
August 10, 2025
Dang ky GK88 [url=https://gkwinviet.company/#]Dang ky GK88[/url] Rut ti?n nhanh GK88
ScottBrins
August 10, 2025
maglaro ng Jiliko online sa Pilipinas: Jiliko slots - jilwin
RobertSow
August 10, 2025
https://gkwinviet.company/# Slot game d?i thu?ng
Larryres
August 10, 2025
1winphili [url=https://1winphili.company/#]Jollibet online sabong[/url] jollibet app
RodneySlubs
August 10, 2025
Swerte99 slots: Swerte99 slots - Swerte99 bonus
Larryres
August 9, 2025
Onlayn rulet v? blackjack [url=https://pinwinaz.pro/#]Pinco il? real pul qazan[/url] Qeydiyyat bonusu Pinco casino
ScottBrins
August 9, 2025
Jiliko bonus: Jiliko login - jilwin
RodneySlubs
August 9, 2025
Uduslar? tez c?xar Pinco il?: Onlayn kazino Az?rbaycan - Qeydiyyat bonusu Pinco casino
Larryres
August 9, 2025
Rut ti?n nhanh GK88 [url=https://gkwinviet.company/#]Slot game d?i thu?ng[/url] Tro choi n? hu GK88
DonaldChats
August 9, 2025
Swerte99: Swerte99 casino - Swerte99 casino walang deposit bonus para sa Pinoy
Larryres
August 9, 2025
Slot gacor hari ini [url=https://mandiwinindo.site/#]Bonus new member 100% Mandiribet[/url] Mandiribet
ScottBrins
August 8, 2025
Abutogel login: Jackpot togel hari ini - Jackpot togel hari ini
DonaldChats
August 8, 2025
jollibet login: 1winphili - Jollibet online sabong
RobertSow
August 8, 2025
https://swertewin.life/# Swerte99 online gaming Pilipinas
Larryres
August 8, 2025
Swerte99 casino [url=https://swertewin.life/#]Swerte99 casino walang deposit bonus para sa Pinoy[/url] Swerte99 bonus
RodneySlubs
August 8, 2025
Jackpot togel hari ini: Bandar togel resmi Indonesia - Situs togel online terpercaya
ScottBrins
August 8, 2025
Judi online deposit pulsa: Live casino Mandiribet - Slot gacor hari ini
DonaldChats
August 8, 2025
Jiliko slots: maglaro ng Jiliko online sa Pilipinas - jilwin
RodneySlubs
August 8, 2025
Onlayn rulet v? blackjack: Pinco il? real pul qazan - Kazino bonuslar? 2025 Az?rbaycan
ScottBrins
August 8, 2025
Bandar togel resmi Indonesia: Abutogel - Abutogel
Larryres
August 8, 2025
Abutogel login [url=https://abutowin.icu/#]Link alternatif Abutogel[/url] Abutogel
DonaldChats
August 8, 2025
Link alternatif Abutogel: Jackpot togel hari ini - Abutogel login
RobertSow
August 8, 2025
https://swertewin.life/# Swerte99 casino
CletusShoof
August 6, 2025
IverCare Pharmacy: ivermectin for guinea pigs petsmart - IverCare Pharmacy
AaronQuelo
June 6, 2025
clopidogrel online pharmacy: world pharmacy store - clozapine pharmacy directory
DanielTem
May 28, 2025
https://biotpharm.com/# buy antibiotics from canada
binance Registrera dig
May 16, 2025
Your point of view caught my eye and was very interesting. Thanks. I have a question for you.
binance
April 25, 2025
I don't think the title of your article matches the content lol. Just kidding, mainly because I had some doubts after reading the article.
open binance account
March 11, 2025
Your article helped me a lot, is there any more related content? Thanks!
Seth Goldstein
September 1, 2017
Love this post. Especially the stock art. Great tips.
Morgan Smith
September 1, 2017
Thanks Seth! If you're talking about the featured image, that was actually taken in-house. We're big fans of confetti around here, and have a whole series of photos like that with the Flywheel crew :)
Reich Web Consulting
September 1, 2017
Terrific advice! I think you covered most of the pain points that we experience on a regular basis.
One important point that I'd add is that honesty about your agency's value as well as its limitations can help you reel in the clients that fit you best and weed out those relationships that don't and could become toxic.
My business excels at custom WordPress programming. Do we do general web design? Absolutely. But you come to us if you want something custom that doesn't exist in the free or premium WordPress ecosystem.
We've tried selling ourselves as a full-service web marketing agency. Through a mixed-bag of adventures, we decided that we create the best client experience when we stick to what we're good at, admit when we've reached our limitations, and call in other experts to do what they do best to offer clients the best value we can.