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Different Client Types

Q: How should we handle the different client types?

The 'Just the Facts, Ma'am' Client The 'I'll Get Back to You' Client The 'You're the Expert, Dummy' Client The 'Let Me Handle That' Client The 'Let's Go Through This Again' Client The 'You Don't Understand' Client The 'My Enemy's Enemy Is My Friend' Client The 'Just Like, You Know, Come On' Client The 'Oh, By the Way' Client

4 important questions on Different Client Types

How should we handle the different client types?

The "Just the Facts, Ma'am" Client
The "I'll Get Back to You" Client
The "You're the Expert, Dummy" Client
The "Let Me Handle That" Client
The "Let's Go Through This Again" Client
The "You Don't Understand" Client
The "My Enemy's Enemy Is My Friend" Client
The "Just Like, You Know, Come On" Client
The "Oh, By the Way" Client

The "Just the Facts, Ma'am" Client

The trick is to speak in the client's language, not yours. Use clarifying and confirming statements. Affirm his values; then try to behave that way, every once in a while checking again.

The "You're the Expert, Dummy" Client

This client is giving in to his or her inclination to dominate you. It's pointless to speculate why. It could be a fear, it could be resentment, or it could just be that he's having a bad day. Don't call his bluff, or you'll embarrass him as much as yourself. Instead, give back value in the form of a number of hypotheses.

The "Let Me Handle That" Client

This is the language of a client who doesn't trust you. Your first route is to apply the trust skills and trust process, and see if you can earn the right to represent them in political as well as technical areas. However, this may also be the language of a client who doesn't trust anyone. So your second route may be to try naming and claiming, in a private conversation, about how secure the person feels in the job; security is a deep-seated reason for someone holding on to contacts rather than delegating them.

The question on the page originate from the summary of the following study material:

The Trusted Advisor | 9781471109645 | David H Maister, et al

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