If you manage weddings and events professionally, I am sure you have dealt with these type of clients or family members — the mother of the bride who plans her sorority’s luncheons or the auntie who is a member of the church ministry.
You learn quickly that you have to handle these stakeholders with tact, diplomacy, and strategic communication skills. There’s no way around it! So, here are some effective strategies to use as you manage these sticky situations.
1. Listen Actively
Acknowledge their Expertise. Show respect for the client’s knowledge and experience. Listening attentively and validating their input can help build trust and rapport.
Take a Moment to Understand Their Perspective. By understanding their viewpoint, you can better address their concerns and integrate their ideas into your proposed solutions.
2. Ask Them Pointed Questions
Clarify Their Assumptions. Ask open-ended questions to understand the basis of their beliefs. This can help you identify gaps or areas where your expertise can add value.
Highlight Complexity. Use questions to gently illustrate the complexity of the issue at hand and the nuances they might have overlooked.
3. Build a Collaborative Approach with Your Client
Frame Your Approach as a Partnership. Position yourself as a partner rather than an adversary. Emphasize that your goal is to work together to achieve the best outcome.
Involve Them in Problem-Solving. Engage the client in brainstorming sessions and decision-making processes, making them feel involved and valued.
4. Provide Evidence-Based Insights
Use Data and Case Studies. Present your recommendations supported by data, case studies, and industry best practices. If they believe they know more than you, then evidence will be more persuasive than opinions.
Share Success Stories. Illustrate your points with examples of similar situations where your expertise led to successful outcomes.
5. Communicate Clearly and Confidently
Be Concise and Clear. Articulate your points clearly and confidently, avoiding jargon that might confuse or alienate the client.
Highlight Your Expertise Subtly. Share your credentials and past successes in a way that demonstrates your expertise without directly challenging the client’s knowledge.
6. Manage Expectations
Set Clear Goals and Milestones. Clearly outline the goals, deliverables, and timelines. This can help manage expectations and keep the project on track.
Agree on Metrics for Success. Establish criteria for measuring success upfront, so both parties have a shared understanding of what a successful outcome looks like.
7. Stay Professional and Patient
Maintain Professionalism. Keep your demeanor professional, even if the client becomes challenging. Avoid getting defensive or confrontational.
Be Patient. Change in perception takes time. Be patient and consistent in your approach, giving the client time to see the value of your expertise.
8. Leverage Third-Party Validation
Involve Other Experts. Sometimes, bringing in a third-party expert or referencing authoritative sources can lend additional credibility to your recommendations.
Peer Reviews and Audits. Suggest peer reviews or audits from other professionals to validate your approach and provide an unbiased perspective.
9. Educate Gently
Offer Training Sessions. Provide educational sessions or workshops to subtly increase the client’s understanding of the subject matter.
Share Resources. Recommend articles or videos that can help the client gain a broader understanding of the topic.
10. Know When to Compromise
Find Common Ground. Identify areas where you can compromise without compromising the integrity of the project.
Prioritize Issues. Focus on the most critical aspects where your expertise is essential and be more flexible on less critical matters.
By employing these strategies, you can navigate the challenges of working with a client who believes they know more, fostering a collaborative and productive relationship.
Love and Soul Always, Kawania
Photo: Shutterstock
