Client management and communication are the biggest parts of your day as a digital marketing agency owner. Whilst outsourcing your client’s digital marketing needs to white-label digital marketing companies in Australia, such as ourselves, can help to take the pressure off, some clients are simply challenging.

Every agency comes across difficult clients at one point or another, and it can make or break your business. Responding effectively to a frustrating client who doesn’t respect boundaries, the scope or your staff will help to build your business’s reputation for professionalism. 

Take a look at some of the tips we have for dealing with difficult clients you’re sure to come across.

The Perfectionist

This type of client keeps sending your work back with edit requests. They just never seem happy! Communicate additional costs of edits and changes with these clients upfront, and be sure to explain clearly and professionally how extra work on your behalf equals extra time and extra pay.

The Ghoster

These are the clients that usually pressure you to deliver a quote, brief outline, piece of work or edit very quickly, only to disappear for weeks, or even months, once you’ve rushed to get it to them. The trouble with these clients is that they also like to ghost on payments. Manage this client effectively by communicating the standard time frame within which you send quotes or completed work to ALL clients, and be sure to ask for a deposit upfront. 

The Bully

This type of client tries to obtain discounts, faster turnaround times or free extras through plain old bullying. Shouting, aggressive emails, and other displays of hostility are all ploys this type of client uses to get you to do what they want. Manage this client effectively by writing and sharing clear Terms and Conditions for all services. This will help you to explain to an irate client what the original, accepted scope does and does not include. 

The Mind-Changer

“Can it be blue? Wait, I want it to be purple. Can we actually make it orange instead?” These clients are not sure about what it is that they are looking for and will change their feedback constantly. This can lead to unnecessary turnaround – and payment – delays. Take charge with this client and hold them accountable for their pattern of uncertainty. Request their changes in writing so you can easily point to why you made the change they asked for a week ago, even if it has changed again this week. 

The Cheapskate

Budget is important to any client, but this type will often complain about how expensive you are (even if you know you actually need to up your pricing!) and will expect outlandish and even unrelated additional service requests to be included in the original quote. Make detailed quotes that clearly explain what is and isn’t included in the service to avoid these kinds of clients.

You have your hands full with client interactions and communication as a digital marketing agency owner. It can feel like no one can keep your clients happy but you, but there are plenty of tasks that you can outsource to white-label digital marketing resellers in Australia, such as ourselves.

Get in touch with us to find out how you can outsource client communication to a virtual assistant, get some help with social media management, and more so that you have more time to think of the bigger picture for your digital agency.