I manage the client from hell. Help!

Hi Aunty B,

Firstly, I love your column. It’s my favourite part of the SmartCompany newsletter so thank you for imparting your genius on us.

Secondly, as a follow up to the toxic clients post, what happens when the toxic client is the main client of the business and you are directly responsible for the management of that account? Without the client from hell, it would be difficult to justify my role. Should I just bite the bullet and leave or hope that the client leaves first?

Ps. My boss would never ‘fire’ them.

Yours sincerely,
The Doormat

Dear Doormat,

I have been called many things in my life but never a genius – but if the shoe fits…

First of all, decide this: is it just the client that is giving you so much trouble? If the answer is yes and you would like to stay in your current place of work, then work out a solution.

And there are two ways to improve your current situation.

First is to restructure. Is there a way that you can take on more responsibility for all clients? That means you would still run the account but also run other accounts. Of course, this means you spend less time with toxic client.

If this is not possible, then you must change your attitude. Divide your job with this client into smaller parts. There is the time you spend directly with toxic client. Yuck. But then there is the time on the work itself. This is enjoyable and a challenge. How can you use this role to develop your own skills? How can you turn this around so that you come up with lots of clever solutions that can be rolled out to other clients? What new technology can you use to provide better solutions?

Of course, that means the client is being so well serviced they are unlikely to leave – but then that’s what you’re being paid for, isn’t it.

Good luck!

Your Aunty B

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