Keep Your Cool

Bottom line: Don’t get angry. Anger only feeds anger, and if you sink to the level that your client is at you will only increase the size of the problem. If you respond impulsively by arguing and getting upset with your client, you are only going to make matters worse for the both of you. Being rude or angry back will only end up hurting both you and your client while ruining what might have been able to continue on as a good relationship Here's a few steps to keep from getting angry:

  • Stay calm and cool. Remember to be the bigger person in the situation but not to feel superior. If you feel like you may not be able to stay calm or be kind in the situation then simply don’t respond.
  • Don’t engage with the person. Leave the situation, get off the phone, or whatever is necessary for you to ensure that you don’t lose your temper. If you have to stay on the phone or if you’re meeting with your client for other things as well then turn the topic to other matters.
  • Suggest discussing the issue at a later time when both of you have had some time to consider each others complaints or concerns. If your client refuses and insists that they won’t stop talking about it then its time to leave and wait the situation out.
  • Don’t give in to the urge to instantly respond and defend yourself. An emotionally charged response like that will only fuel the fire even more and make things more complicated.

It’s also a good idea to look for any self-refining lessons that may be present in the situation. If this is the fifth client that has come to you complaining about a certain aspect of your coaching, then it’s worth taking note of the feedback they’re providing you with - especially if it’s similar to what others have said as well.

This could also be a communication issue, so you need to sharpen up your skills when it comes to handling your clients. Make sure you pay attention to the lessons learned from this situation, it and don’t dismiss anything until you’re sure you’ve considered all the possibilities.