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How do you deal with openly hostile/aggressive clients? We’re under-resourced and staffing up at the moment so if I was the client I’d be annoyed too, but the current level of hostility is not (con't)

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Leave. That’s what I’m doing 🤷🏻‍♀️ if management aren’t solving the problem - remember that you likely don’t get paid enough for this sh*t

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Kill them with kindness and give the clients no specific ammo when it comes to your behavior. But ultimately, leadership needs to step in and stand up for/protect the team. If they won’t do that, then find a place that will

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Hard ice cold professionalism with zero defensive responses/explanations or reactive behavior. And everything delivered exactly on time exactly as communicated / nothing additional or unexpected.

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Motivating anyone to work on the account. I understand it’s ultimately a question for leadership/management but what can the working team do?

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Own what you can, don’t worry about the bigger picture, and definitely don’t own what you can’t. For the client, set expectations and pad gratuitously; not saying admit to any understaffing, but make sure you set realistic deadlines and timelines. For the team, set expectations up front (you’ll be working hard, this is a client you’ll remember, pushes you to be the best you, etc..)

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