8 Business Strategies for Managing Difficult Clients Like a Pro - Part 2

• “I can hear how frustrating this has been.”
• “It sounds like this situation is causing a lot of stress.”
• Acknowledging emotions doesn’t mean you’re admitting fault. It means you’re creating space to calm things down and move forward.

Next, ask open-ended questions like:

• “What feels most urgent to you right now?”
• “What’s your biggest concern moving forward?”
• Once they feel heard, they’re more likely to engage in problem-solving with you—rather than escalating into conflict.

Sometimes, even a small acknowledgment of responsibility on your end can shift the dynamic. “You’re right—I should have clarified that earlier” goes a long way toward restoring trust.

Strategy 6: Protect Your Online Reputation (Even When Clients Go Public)

One bad review doesn’t have to tank your business—but how you respond to it can.

Today’s clients have more ways than ever to express dissatisfaction: Google, Yelp, social media, Facebook groups. But don’t panic. Instead, get strategic.

Start by monitoring your online reputation. Set up Google Alerts for your name and business name. Check key platforms regularly so you can catch issues early.

• When you see a negative review:
• Don’t argue or get defensive.
• Thank them for their feedback.
• Invite them to reach out privately to discuss.

For example:

“We’re sorry to hear about your experience and would love the opportunity to make it right. Please email us at [email] so we can help.”

Even if the reviewer never responds, your calm, professional reply sends a strong signal to future clients about how you handle issues.

On the flip side, encourage happy clients to share reviews. Send a link. Make it easy. A steady stream of praise helps drown out isolated complaints.

And if a review is truly false or harmful, consult your legal advisor to see if it can be flagged or removed.

Strategy 7: Build Long-Term Client Relationships That Prevent Problems

The best way to deal with difficult clients is to stop creating them in the first place. That starts with treating every client relationship as more than a transaction.

Here’s how to do it:

• Check in regularly, not just when something goes wrong.
• Be proactive about communicating delays or changes. 
• Note important client details—birthdays, big projects, family updates—and follow up. When clients feel that you care, they’re far less likely to become combative. 
• Exceed expectations in small, thoughtful ways (not by doing more work for free, but by showing you care).
• Use a CRM (customer relationship management) tool to track personal notes and preferences. 

And after your project ends, don’t ghost clients. Stay in touch through a newsletter, a quick message during holidays, or even by sending helpful resources. This isn’t about upselling—it’s about staying top of mind for future referrals and reinforcing that you’re a trusted professional they can return to.

Strategy 8: Know When to Bring in Legal Backup

Sometimes, despite your best efforts, a client relationship breaks down. When that happens, having a trusted legal advisor can save you money, time, and emotional energy.

Here’s when you need help:

• A client threatens legal action, chargebacks, or bad press
• A client accuses you of causing financial harm
• You’re owed significant money and collections aren’t working
• You want to suspend service but aren’t sure if it’s a breach of contract

The worst time to find a lawyer is in the middle of a crisis. When you work with me as your LIFTed Business Advisor and attorney, I’ll already understand your business, your values, and your risk tolerance—and can step in quickly with guidance that’s specific to your situation.

Even better? You and I will have an ongoing relationship, so I can help you spot red flags before they escalate and cost you money, energy, time and attention. With me as your LIFTed Business Advisor, you’ll be free to run your business rather than dealing with problems that could have been avoided.

Don’t Let Difficult Clients Break Your Business

No matter how amazing your service is or how great your communication, disputes happen. But with the right systems in place - and the right advisor at your side - you can minimize your risk, protect your peace of mind, and stay focused on growing your business.

When you work with me, I start my process with a LIFT Business Breakthrough™ Session, where together, we’ll take a look at  your legal, insurance, financial, and tax systems. Then we’ll create a flat-fee advisory relationship that evolves with your business—supporting you not just when things go wrong, but every step of the way.

We’ll make sure your foundation is strong, your systems are up to date, and your business is prepared for every opportunity and every challenge.

Book a complimentary 15-minute discovery call to get started.

Read here Part 1 of this blog article series.

This article is a service of Sky Unlimited Legal Advisory PC, Personal Family Lawyer® .  We're not your traditional law firm, we stand apart from the rest by helping you make informed and empowered decisions on how to deal with your business throughout life and in the event of an emergency. We offer a complete spectrum of legal services, including a New Business Planning Session or an Existing Business Review Session, which includes a review of all the legal, insurance, financial, and tax systems you need for your business. You can begin by calling our office at (650) 761-0992 today or book online to schedule a Business Planning Session and mention this article to find out how to get this $950 session at no charge.