Dealing with a Difficult Client
When professionalism isn’t mutual, set boundaries, stay composed, and let your work speak.
Getting onboarded onto a new project is always an interesting phase, new challenges, a different team dynamic, and the opportunity to create impact. But sometimes, the unexpected hits you in ways you didn’t quite anticipate.
Recently, I got assigned to a project from a reputed client. Given their stature, I expected a level of professionalism, clear ownership, and structured collaboration. Turns out, I was wrong.
The Reality Check
From day one, the client made it clear this wasn’t going to be smooth sailing. Instead of constructive discussions, we got belittling remarks for minor things. Instead of shared responsibility, we saw a blame game. And instead of professionalism, we got a frustrating mix of arrogance and unaccountability.
It’s one thing to have a demanding client pressure is part of the job. But when that pressure turns into toxic interactions, it starts impacting morale and efficiency.
How to handle a rude client … without losing your mind :)
If you ever find yourself dealing with a client who is more of a problem than a partner, here’s what has helped me navigate the situation:
0. Don’t take it personally
The first instinct when someone disrespects you is to react emotionally. But stepping back and treating it as a professional challenge rather than a personal attack helps in keeping your composure. Most of the time, their attitude has nothing to do with you and everything to do with their own stress, ego, or insecurities.
1. Stay professional, no matter what
You can’t control how they act, but you can control how you respond. Keeping your communication crisp, professional, and objective prevents the situation from escalating. Sometimes, the best way to handle rudeness is to not give it the reaction it seeks.
2. Document everything
When dealing with a client who shifts blame, documentation is your best friend. Every decision, discussion, or agreement put it in writing. Emails, meeting notes, and task trackers help ensure that when accountability comes into question, the facts are on your side.
3. Set boundaries on communication
Some clients don’t respect work life balance or the effort teams put in. It’s important to set clear expectations on communication what’s acceptable, what isn’t, and what will not be tolerated. If a client is rude in calls, subtly redirect them to email, where their words will be recorded.
4. Escalate if needed
If the situation gets out of hand, if the client’s behaviour is affecting the team’s productivity or well being, it’s worth raising the issue with leadership. They likely have experience handling difficult clients and can step in if necessary. Some clients need that pushback to realize they can’t treat teams like that.
Lessons Learned
Difficult clients exist in every industry, but how we deal with them defines our professional growth. Some clients will always be challenging, but staying professional, setting boundaries, and focusing on the work (rather than their attitude) is often the best approach.
At the end of the day, you can’t control their behaviour, but you can control how much it affects you. And sometimes, that’s enough to turn a frustrating experience into a learning one.