stages of development - International Business Growth Radio Network

Dealing With Difficult Clients or Employees - Angela Hooper-Menifield

24/2/2021

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Introduction

Many entrepreneurs and business owners have found that as their business grows, they are mired in the small details. None of these things are taxing, difficult to accomplish or overwhelming. Yet, they nip, nip, nip at our time. Before we know it, we have spent hours checking off these small things and the day has gotten away from us. Are these some areas or needs that someone else could do to free us up for the ‘big rocks’? Would these things allow us to transition from working in our business to working on our business? What are some other key questions that need to be considered in this thinking?

Today’s episode of “The People Side of Business” with host Angela Hooper-Menifield will discuss one of the largest time drainers any manager, business owner or leader can have; and that is the task of “Dealing With Difficult Employees or Clients”. While it may only take a small number to create a distraction, what we know is; there are days that such can suck the life out of us.. As such, today's episode (S4_E8) “Dealing With Difficult Clients or Employees” will bring to our awareness how to recognize such and methods to successfully navigate.

Angela is a proven HR Professional, leadership coach, trainer, and former leader / manager of thousands of employees. In this show and this season, she will bring her vast experience and credentials to our listening audience as she speaks into how entrepreneurs can grow their businesses by growing their teams.

Show Objectives
Today's show will discuss how to recognize the signs of a difficult client or employee and how to navigate.

What You Need to Know

What are the classic signs of a difficult client or employee?
1. Impossible to please
2. ALWAYS right
3. Has a personal issue with the business or staff
4. Victim mentality
5. Negative
6. Impossible to please
7. Stirs up confusion
8. Argumentative
Employee characteristics (or roles played) (www.Entrepreneur.com)
1. Victim
2. Hisser
3. The Ghost
4. The Narcissist
5. The Einstein
Client Characteristics (or roles played) (www.digitalsynopsis.com)
1. Mr./Mrs. I’m Not Sure What I Really Want
2. Mr./Miss Hey What’s That Over There
3. Mr./Miss I Needed This Done Yesterday
4. Mr./Mrs. Everything’s An Emergency
5. Mr./Ms. I Really Don’t Care Just Do What You Want
6. Ms./Mr. I Don’t Know What I Want But I Know It Isn’t That
7. Mr./Mrs. What’s a Weekend
8. Mr./Mrs. What You Did Was Great But We Want Something Totally Diq

What You Need to Do

Create coping mechanisms to deal with stress and maintain your peace
Ask yourself, is it worth it (sometimes the best job we get is the one we don’t take)
Create a culture that displays what is acceptable in your place of business for all (do not have two sets of rules, one for employees and one for the public or customers)
Invest in Supervisory Training to learn how to cope better (www.supervisoracademy.com)
Purchase the New Supervisor’s 30 Day Growth Journal (see Below)
Document poor behavior and ensure there are consequences for such (both with clients and employees)
Ensure your policies, procedures and values are clear to all and evenly enforced
Last resort - FIRE THEM!