How to Deal with Picky Clients

How to Deal with Picky Clients

Dealing with picky clients can be one of the most frustrating parts of operating a business that provides customer service.

We all know the type – the client who seems impossible to please, wants work redone multiple times over, tiny details, or has unrealistic expectations about timelines or costs.

As tedious as handling picky clients can be, they don't have to drain all your time and energy. This guide will provide strategies for working effectively with particular customers. We'll cover…

Recognising the Signs of a Picky Client

The first step is spotting the early warning signs that you’re dealing with a picky client:

An Unreasonable Number of Revisions

Some feedback and edits are typical. However, a client who asks for revision after revision, even on minor details, is likely quite particular. For example, pickiness could be at play if they send back content for a fifth round of negligible text tweaks.

Focusing Excessively on Trifles

Picky clients zero in on inconsequential minutiae while ignoring the overall picture. For instance, obsessively correcting typos in a blog post while not addressing its structure indicates a preoccupation with nitpicking.

Micromanaging Your Process

Dictating step-by-step instructions on completing the work demonstrates a controlling nature. Unless their mandated process improves the outcome, such micromanagement often signals pickiness.

Strong Reactions to Slight Deviations

A stern complaint about a font being off-brand or using the wrong photo stock points toward pickiness and inflexibility. Reasonable clients would likely see such mild issues as easily correctable.

Rigid Demands About Non-Essentials

Insisting you use specific colours, templates, formats, etc., for non-crucial elements shows an infatuation with trivia over substance. If they don’t budge on superficial “requirements”, pickiness could be present.

Stay alert for one or more of these behaviours to detect and handle finicky customers early on.

Vague or Constantly Shifting Requirements

Clients who struggle to clearly explain what they need right from the start are a worry. Or, they might seem clear, then constantly alter the project's direction once you've begun.

This isn't usually them being flexible; it often means they haven't properly thought things through. They might be trying to figure out what they want as you go along.

This almost always leads to extra work and frustration for everyone. You end up redoing things, and they're still not happy.

It’s a classic recipe for scope creep and a souring relationship.

Setting Expectations Upfront is Key.

The best way to avoid issues with picky clients down the road is to set expectations properly from the very first interaction.

Be Clear About Your Offerings and Process

Before a prospect becomes a client, make sure you are very clear about what services you provide, what's included, what's extra, and what your standard processes look like. Some things to cover:

• The specific parameters of your services/products
• What factors affect timing and pricing
• Typical development, review, and revision processes
• Response timeframes (when can they expect to hear back?)

Pro Tip: Provide prospects with a one-page services overview they can refer to later.

Discuss “The Scope” Early and Often

“Scope creep“ refers to when projects gradually expand and change from the original specifications, often with no change in deadline or budget. This leaves providers frustrated and overwhelmed.

To avoid moving the goalposts:

• Define the scope in the first conversations about a potential project
• Revisit the scope often – before you begin work, before providing an initial draft or prototype, and during check-ins as the work progresses.
• Get sign-off on scope changes that require more time or money.

Red Flag: Clients who resist defining scope or shy away from signed approvals likely mean trouble down the line.

Set Boundaries Around Revisions

No client gets exactly what they pictured on the first try. Revisions are part of the process. Make this clear, but also set revision expectations, including:

• How many revisions are typically needed to complete a project?
• How significant can revisions be before they affect pricing or timing?
• Will you charge for revisions past a certain point? Make sure they know!

Get It All Down in Black and White

Seriously, this bit is non-negotiable. If it's not written down, it’s like it never happened, especially with clients who lean towards being particular.

You need a paper trail, or a digital one, for everything.

Make sure all agreements are documented. This means the defined scope, exactly what you'll deliver, the timelines, how many revisions are included, and the payment terms.

If you can get a signature on this, even better. Every important discussion, every decision made in a meeting, and all feedback should be summarised in writing.

An email recap after a call, or notes in your project management system, will do the trick. This creates an objective record.

It minimises misunderstandings and gives you something solid to refer back to if disagreements pop up later about what was agreed. This practice is doubly important for clients showing early picky signs.

Pushing Back Respectfully

Don’t be afraid to push back politely when clients cross the line into unreasonableness. Useful phrases include:

• “As outlined in our proposal, further revisions would fall outside the original scope and incur additional charges. Let me know if you’d like me to quote a rate for supplemental changes.”
• “I want to make sure I’m understanding this feedback correctly. Can you help me understand how this revision is critical for meeting the core objectives we agreed upon?”
• “I’m happy to incorporate constructive feedback to improve the deliverable. However, adjustments focused solely on personal preferences may not be feasible within project constraints.”
• “I’m noting a pattern of focusing intensely on minor stylistic points that don’t seem to impact outcomes substantively. Perhaps we could have a constructive discussion about reallocating review efforts to more mission-critical issues?”
• “I understand no deliverable is perfect. However, the changes you’re requesting have diminishing returns on improving quality. At some point, we reach an inflexion where additional revisions waste resources. Perhaps we’ve reached that point on this item?”

These statements challenge unreasonable pickiness while remaining calm, empathetic and solution-oriented.

Managing Your Mindset:

Right, before you decide a client is just out to make your life difficult, take a moment. While their pickiness is definitely frustrating, sometimes there are reasons behind it.

Knowing these doesn't mean you have to put up with unreasonable behaviour, not at all. But it can help you manage your own reactions and approach things a bit more strategically.

For instance, they might be scared of making a bad investment, especially if they've had a poor experience with another provider in the past. Perhaps they have a genuine desire for excellent quality, but they're just not very good at communicating that effectively.

Or, it could simply be down to their personality – some people are just natural perfectionists. A little insight can help you work through the situation with more finesse, rather than just getting wound up by their demands.

You’ll handle nitpicking clients better by cultivating a quiet mindset.

Separate Pickiness From Rejection

A picky client’s criticism of work details doesn’t necessarily mean rejecting you as a professional. So don’t take nitpicking personally. Recognise it more as an expression of their perfectionism.

Reject Perfectionism

The demand for perfection itself is unrealistic. Mistakes and refinements are part of any creative process. You’ll frustrate yourself trying to satisfy every petty complaint.

Focus on Fit Over Features

Prioritise addressing feedback tied to project goals and outcomes. Don’t get dragged down into debates on marginal details. Obsessing over features distracts from proper fitness for purpose.

Embrace Iteration

View continued improvements across versions as inherent to excellent work. Don’t expect to achieve greatness in one draft. Residual pickiness might simply indicate that more iterations are needed.

Seek Higher-quality Conversations

rather than quibbling over scraps; seek dialogue on how the work fulfils strategic needs. Lifting conversations to this level sidesteps nitpicking over crumbs.

Adjusting your mindset makes handling the pickiest of partners much less aggravating.

Master the Art of Managing Expectations

A classic problem with picky clients is having unrealistic expectations. You must proactively shape their timing, quality, budget constraints, and expectations.

Share Realistic Time Estimates

Provide time estimates for different phases of a project:

• How long for you to concept and propose ideas
• How long for them to provide feedback
• Turnaround times to complete revisions
• Total estimated duration

Buffer extra time into estimates and qualify estimates by noting factors out of your control that could cause delays.

Pro Tip: Avoid putting exact deadlines on the calendar too early. Nail down dates phase-by-phase to manage expectations better if delays crop up.

Explain Your Processes

Walk new clients through how you approach projects to deliver high-quality work, like

• Research and planning phases
• Building in review cycles
• Factors like waiting for client feedback impact timelines.

The more education you provide, the more realistic their expectations will be.

Discuss Budget Parameters

If the budget concerns a client, discuss what’s achievable at different price points upfront.

• Provide a tiered pricing structure – a clearly defined good/better/best model.
• Explain what that buys at each tier
• Note opportunities to upgrade or downgrade later once the scope is defined

Realigning Around Priorities

Getting mired in arguing trivialities risks losing sight of core goals. Revisiting key priorities realigns conversations:

Start With End Outcomes

If squabbles erupt over execution details, redirect attention to the ultimate results you aim to achieve. Aligning success measures provides a helpful perspective.

Return to Requirements

Review previously agreed-upon must-have features or specifications. Use these as a touchstone to judge whether any requested changes are necessary vs. nice-to-have extras.

Conduct Cost/Benefit Analysis.

Evaluate open change requests against potential value added. Quantify benefits and compare to the additional effort involved. This structured approach diminishes arguments based solely on qualitative opinions.

Prioritise Requests:

Place all proposed revisions on a spreadsheet. Then, rank them by importance against criteria like business impact, dependencies, risks, etc. Seeing the whole landscape often reveals only a fraction holds actual worth.

Invoke the Scope Change Process

If non-trivial changes emerge, initiate a formal scope change process, including estimating work effort, recalculating fees, etc. The overhead and visibility curb the tendency towards scope creep.

Reaffirming shared focus helps overcome head-butting over fringe concerns.

Building Mutual Trust

At the root of managing picky clients lies strengthening the client-provider relationship itself:

Demonstrate Deep Domain Expertise.

The more clients gain confidence in your credentials and skills, the less they’ll doubt your every move. Showcasing subject matter mastery builds crucial credibility.

Set Realistic Expectations.

Avoid overpromising outputs or outcomes. Establishing achievable expectations minimises perception gaps, fuelling unreasonable demands. Instead, overdeliver on initial promises.

Share Examples Extensively

Educate pernickety customers on proven best practices so they worry less about trivial deviations. Reference relevant case studies and samples to reassure them you’re adhering to excellence standards.

Solicit Feedback Frequently

Check in regularly for input rather than going long stretches without touchpoints. The quick confirmation prevents major disconnects necessitating heavy rework.

Meet Deadlines Reliably

Consistency and punctuality demonstrate dependability, critical for high-maintenance partners. Deliver work precisely when promised to build trust in your accountability.

Be Transparent About Challenges and Limitations

If something unexpected crops up during a project, or if a client asks for something that's just not doable within the agreed time, budget, or your technical capabilities, be straight with them. Don't try to sweep problems under the carpet or say yes to things you know you can't deliver.

That’s a surefire way to destroy trust later on.

Proactively letting them know about challenges, explaining what the issues are, and suggesting alternative solutions shows you're a professional. It proves you're a responsible partner who isn't afraid to tackle tricky situations head-on.

This kind of honesty can actually make your relationship with the client stronger, not weaker.

Cultivating mutual faith and understanding transforms trying client connections into robust alliances.

Master Client Communication

Communication mishaps often lie at the root of problems with picky clients. Perfect your communications strategy when working with them.

Overcommunicate at Every Phase

Leave less room for assumptions and misunderstandings by overcommunicating:

• Recap agreements made in meetings via email
• Provide more detail than usual in your proposals, project plans, etc.
• Follow-up phone/video calls with summary notes
• Set reminders to provide status updates proactively

The more information you put in writing, the better.

Practice Active Listening

When a picky client provides feedback, don't wait for your turn to talk – actively listen.

• Clarify without getting defensive – ask probing questions
• Paraphrase back what you heard them say
• Take notes you can reference later
• Follow up in writing to confirm shared understandings.

Learn to Read Between the Lines:

Pay attention to what picky clients say and how they say it.

• Note the unclear or ambiguous language.
• Pay attention to tone and word choices that convey dissatisfaction
• Observe body language that seems doubtful or concerned.

Pick the Right Way to Talk

Not all communication methods are created equal. You need to pick the right tool for the job, especially considering the client and the situation.

For example, if you need to discuss complicated feedback, have a sensitive conversation, or talk about big changes to the project scope, a phone call or a video meeting is usually best. You can pick up on finer points and sort things out in real-time.

For simpler things like quick updates, sending documents, or confirming small details, email is perfectly fine and efficient. With picky clients, remember that clear, documented communication is king.

So, even after a call, it’s a smart move to send a brief email summarising any key decisions or action points. This keeps everyone on the same page.

“You seem reluctant about the X design concept. Help me understand your reservations?”

Set Yourself Up for Success

You can make your work with picky clients less painful through intelligent preparation.

Build Extra Time

When working with picky customers, allow ample buffer time throughout a project plan. This accounts for:

• Longer waits for approvals and feedback
• Additional rounds of revisions
• Scope additions and changes
• Unexpected delays.

While no one loves a prolonged project, picky clients will be less stressful when you aren't bumping up against tight deadlines.

Get Support Staff On Board

Loop in any team members who will interact with picky clients, so you present a united front:

• Provide background on the client
• Establish clear protocols for communication, documentation, etc.
• Agree on procedures for escalation if issues arise

Pro Tip: Host regular status meetings with supporting staff to nip problems in the bud.

Leverage Tools and Templates

Standardise routine touch points, feedback collection, and status tracking with picky customers by leveraging helpful tools like

• Proposal templates
• Project management platforms
• Shared feedback docs
• Scheduling/calendaring software
• Surveys and questionnaires

Platforms that centralise critical information keep you aligned as a team.

Correcting Course Long Term

For chronically particular patrons, consider longer-run corrective actions:

Institute Premium Fees

Politely explain that satisfying their level of scrutiny absorbs extra effort, deserving of higher compensation. Reasonable clients will understand the need to pay premiums for white-glove service.

Transfer Ownership

Ideally, shift needy customers to account managers with more bandwidth, grit and diplomatic savvy to devote necessary attention. Otherwise, strained relationships can hurt everyone.

Require Pre-Payments / Deposits

Collect some fees upfront before undertaking additional intensive engagements with habitually fickle partners. This lessens the financial impact if prospects ultimately reject work despite exhaustive tweaks.

Highlight Mutual Misalignment

As a last resort, demonstrate how your working styles, values or priorities seem mismatched. Then, refer them to alternatives that better suit their expectations and sensitivities.

Setting firmer boundaries minimises resources squandered on chronically finicky yet unsatisfied clients.

When All Else Fails, Fire Them!

Despite your best efforts, some picky clients inevitably prove impossible. Know when to walk away, even if it means firing a customer.

Warning Signs: It's Time to Walk Away

Consistently combative clients who exhibit behaviours like:

• Micromanaging or questioning every recommendation
• Unreasonable demands for timelines or budgets
• Making unexpected last-minute revision requests
• Refusing to sign off on critical milestones or make payments
• High-maintenance communications that sap productivity

Take this as a sign to evaluate the relationship.

Crunch the Numbers

Calculate if a client's revenue justifies the resource drain of meeting their unreasonable demands.

• Weigh the billable hours spent on their work
• Factor in non-billable hours dealing with them
• Consider the opportunity cost of not serving other clients
• Compared to the revenue generated from their business

Start the Break-Up Conversation

If the analysis says pare down or dissolve the relationship, have a candid talk:

• Stick to objective statements about specific issues
• Propose possible solutions you’d be willing to try
• Make clear what expectations must change moving forward
• Provide options for winding down the partnership

Ending Things Properly: The Offboarding Plan

If you've decided it's time to part ways, you need to handle it professionally. Don't just disappear or burn bridges.

A proper offboarding process protects your reputation.

First, let the client know formally, and in writing is usually best. If it feels right and might be constructive, briefly explain your reasons.

Then, outline the plan for wrapping things up. This should cover finishing any outstanding work you're contractually obliged to do.

Ensure a smooth handover of all completed work, along with any necessary files or assets they'll need. Settle up any final invoices.

If you're feeling generous and it's feasible, you might even offer to help them transition to another provider or give some recommendations. Keeping it professional, even when you're relieved to see the back of them, is always the smart play.

Parting ways with any customer is challenging, but it can be an intelligent business move in the long term. Know when to say when!

FAQs About Handling Picky Clients

Still have questions about working effectively with picky customers? Here are answers to a few frequently asked questions:

In Closing

No one claims picky clients are fun to work with, but they don't have to drive you insane or tank your business.

Armed with expectations, setting protocols, clear communication guidelines, smart timelines and resource allocation, and rules about firing problem customers when necessary, you can learn how to handle even the most difficult, picky clients with finesse.

Stay tuned for more tips on small business and consulting skills to come!