Have you ever had a difficult client? Not the client from hell, just garden variety difficult. Difficult clients come in lots of different flavors. For example:
- The client who will not take the time up front to share critical information, explore ideas, or otherwise involve you in early stages of the project
- The client who just cannot make a decision, regardless of how much data or analyses you provide at their request
- The client who is frozen by politics or fear or ignorance, who will not face facts about critical issues
- The client who argues, or rejects, or is otherwise disrespectful to you and your team, and who often shows favoritism to someone else rather than you
Fortunately, there is a common thread to all these cases, which—if we understand it—can help us overcome. The common thread has nothing to do with the clients. The common thread is us.
View this on-demand webinar with trust-based relationship experts Charles H. Green and Andrea Howe as they share four methods for defusing negatively charged client interactions.
Specifically, learn how to:
- Get to the heart of the disagreement
- Stay away from playing the blame game
- Gain agreement with your client on the problem statement
- Put “hard truths” on the table
- Better understand your client’s and your own point of view
- Fix the relationship, starting today
There aren't any difficult clients. There are only relationships that aren't working well—and these can be fixed. View this on-demand webinar to learn how.
About the Presenters
Charles H. Green is an author, speaker and world expert on trust-based relationships and sales in complex businesses. Founder and CEO of Trusted Advisor Associates, he is author of Trust-Based Selling, and co-author of The Trusted Advisor. He has worked with a wide range of industries and functions globally.
Charles works with complex organizations to improve trust in sales, internal trust between organizations, and trusted advisor relationships with external clients and customers.
Charles spent 20 years in management consulting. He majored in philosophy (Columbia), and has an MBA (Harvard).
A widely sought-after speaker, he has published articles in Harvard Business Review, Directorship Magazine, Management Consulting News, CPA Journal, American Lawyer, Investments and Wealth Monitor, and Commercial Lending Review, and is a contributing editor at RainToday.com.
Andrea Howe started her 17-year consulting career working for American Management Systems (AMS), a $1B+ technology consulting firm, where she learned consulting from the inside-out. She spent many years supporting external clients in billable roles and was ultimately promoted to director of leadership development for the 9,000-person company.
In 2005, Andrea founded BossaNova Consulting Group, a company that teaches smart consultants how to be smart about client relationships. BossaNova’s partnership with Charles H. Green makes a very special body of work available to the consulting firms that BossaNova works with.
Andrea is a gifted speaker and facilitator who has designed and delivered hundreds of learning programs for groups as small as five and as large as 5,000.
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Presenters: Charles H. Green and Andrea Howe
This webinar was broadcast on July 23, 2009.
Duration: 90 minutes, including a 30 minute question and answer session.
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