How to Navigate Tricky Clients

Navigating Tricky Clients: Tales from the Agency
Trenches





Navigating tricky client relationships doesn’t have to feel like
walking a tightrope—it’s all about striking the right balance
between empathy, clear communication, and firm boundaries. The
secret sauce? Managing expectations from the get-go. Whether it’s
setting deadlines, deliverables, or keeping everyone aligned with
meeting schedules, clarity upfront sets the stage for smooth
sailing later on.





Here’s the deal: misalignment and tough conversations usually
happen when assumptions are made, so transparency is your best
friend. Keep the lines of communication wide open, and be
proactive about sharing updates so nothing catches anyone off
guard. When conflict does bubble up, take a beat to understand
where the client’s frustrations are really coming from. More
often than not, tricky behavior is a reaction to feeling unheard
or unsure—and a little empathy goes a long way in turning things
around.





Next up, hold the reins in meetings by setting clear agendas and
allowing space for the client’s concerns, while still keeping the
conversation on track. It’s a delicate dance, but keeping things
structured helps you stay in control without letting the
discussion go off the rails. And don’t forget: accountability is
everything. Owning any hiccups and pivoting toward solutions
builds trust—even in those hard-to-navigate moments.





But here’s the kicker: no matter how airtight your processes are,
there will always be a tricky client who pushes the limits.
That’s when your boundaries, your processes, and your confidence
kick in. Trust the systems you’ve put in place, be firm yet
gracious, and know when it’s time to loop in higher-ups. When you
show up grounded and prepared, you can handle just about anything
they throw your way.





Both Kayla and Kristen agree: communication, accountability, and
boundaries are key to preventing chaos in client relationships.
But let's be real—no matter how solid your processes are, there
will always be a tricky client or two. Have your own tips for
handling tough client situations? We’d love to hear them!





[HELPFUL LINKS] Onboarding Checklist: Grab⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our
⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠onboarding
checklist
here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠





[ABOUT THIS PODCAST] Welcome to the Happy Clients Podcast,
brought to you by DOT and Company-- the world's best and only
team of client account managers for digital marketing agencies.
Whether you're a virtual assistant, an agency owner, or a
client-facing account manager, we all deal with clients. Lucky
for you. client management is what we do best. On the happy
client's podcast, we won't shy away from the ups and downs of
managing clients in the agency world, but we'll be right there
alongside you to learn together and share the real juicy stuff
we'll undoubtedly face when it comes to client management. Now,
let's dig in, chat CAM life and have some fun along the way.





Cheers, to happy clients!