I have a client who has a reputation for being pretty difficult and unpleasant. I didn't enjoy working with him, but I had avoided any outright tension...until today. Cont.

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Posting as :
works at
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*Anxiously waiting*

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👀

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Industry Life getting a bit boring 😂

🎶 sexual healing... 🎶

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OP, at this point you will have to determine what is the right way to deliver the engagement successfully - the difficult clients way or the way decided earlier. You say that this particular client made valid points. Arrange a one on one meeting with the client. Have your SM or partner listen in to handle the client in case he or she gets nasty again. Now just LISTEN to what the client is saying. Talk LESS and listen more. Take copious notes. Oh and start by saying something like, 'I'm sorry the last meeting ended awkwardly. Can we start over. I have some notes made from the last meeting and I would like to discuss those with you to ensure I've captured every thing accurately'. Do take copious notes. Then meet internally with your consulting colleagues and discuss each of the client's point threadbare - what was earlier agreed upon for each point with the other clients, who is right (the difficult client or the others) and capture the internal decision of who is right and why in your opinion. If you're going to refute any of the the difficult clients point ensure you think through everything for that point before taking a position. Now with this, set up a client meeting and have all stakeholders attend. Discuss each point and provide a neutral opinion of who is right about that point - the difficult one or the others... Don't take a clear position in front of the client... Just state the facts and let them figure it out themselves. If the difficult client wins all the points in this discussion then so be it. If you feel that for any point the difficult client is wrong and the others are right, be very cautious.. Stick to facts without taking a position in front of the clients. Let the difficult one explain why he's right and the others are not.. Remain silent when he's doing it. At the end, just say something like 'so the consensus on this point seems to be...' and take the difficult clients decision for that point if no other client personnel has disputed it. Good luck.

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This sounds like the beginning of a Penthouse letter. Hopefully OP finishes.

Gross.

I working on a deliverable for some other clients. I did it as per their specific instructions and they said they were happy with it. Before it was finalized we pulled it up during our weekly project catch up today to go over one last question. The difficult client was there and saw it for the first time and just started tearing into me for how badly, in his opinion, the deliverable had been designed and basically called me incompetent for making those decisions. Each time I tried to respectfully push back to explain that I was just following the instructions from our other clients, he became angrier and more disrespectful. By the end of the exchange when my Excel briefly froze, he told me I can't even manage Excel properly and that it isn't his job to teach me how to use Excel. From what I've heard, this is something that can be expected from him, but it was definitely one of my most unpleasant professional experiences. I talked to my manager about it and she's not putting any blame on me, but I'm not sure how, if at all, I should address it with the client. Should I acknowledge it or just pretend it didn't happen?

@ow1 very true, i assume that OP/manager has already determined this is an important stakeholder

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