Written by: Vickie Sullivan | March 19, 2024
2 Mistakes to Avoid When a Client Makes an Impossible Request
When it comes to your services, you know more than your clients. That’s why they hired you. But sometimes a client thinks they know more and insists on implementing a bad idea. In those cases, you must be careful in how you react. Your response will determine whether they respect your opinion and consider you a go-to resource or if the situation turns into a power struggle.
These types of demands are because “they don’t know what they don’t know.” And they can wreak havoc when you are trying to implement a project. You can get around them, though, if you avoid these common mistakes.
• Don’t judge: When a client insists on something that will cause a bigger problem, it’s easy to question their intelligence. Instead, question the request. Focus on the context and ask what happened that makes this request so important. (Don’t ask why because that can be condescending.) Backstories can be powerful tools to uncover the underlying request behind a demand.
• Don’t teach: Have a conversation, not a lecture. Ask, don’t tell them, about the impact of the request. You want to clarify they are ready for the downside and share some concerns. The old saying that clients want to know the time, not how to build a watch has some truth.
When a client makes demands based on an alternate reality, it can be maddening. You must remember, though, that they hired you for your expertise. Don’t hold it against them when they raise questions.
Listen: Why Clients Make Impossible Requests
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