By Clint Sanchez · Published · Updated · 3 min read
Quick answer
When a client will not take your advice, do three things. Be patient and give context, examples, and alternatives so they can see the outcome of your recommendation. Defend your expertise with evidence and be transparent about the consequences of their choice, while staying professional and flexible on minor points. If the client keeps resisting, adds stress, or the final product would hurt your reputation, have an honest conversation about parting ways.
Key takeaways
- Clients often resist advice because they do not understand the implications of their decision, so context, education, and examples come first.
- Clear language, references to past successful projects, and alternative options help a client see your point of view.
- Three questions decide if it is time to let a client go: are they causing unnecessary stress, will the product reflect poorly on the agency, and can it be resolved amicably.
- The customer is not always right; an experienced professional can defend recommendations with evidence and transparency about consequences.
- Refusing to bend on minor issues creates tension, so balance defending expertise with accommodating preferences.
- One stubborn client should not discourage an agency from giving honest advice to every other client.
As a web agency owner, I’m sure you can relate when I say it’s been the week for clients who won’t heed our warnings. And as a result, it’s been frustrating. Every agency owner, if you’re in website design or a related industry, has encountered this situation at least once: the stubborn client.
It’s an unfortunate reality, and despite your best efforts to share your experience and expertise, some clients won’t listen to your advice. So, let’s look at some strategies to manage these challenging clients and maintain your sanity.
Be Patient
First and foremost, it’s important to remember to be patient. Remember, the client may need a clearer understanding of the implications of their decisions or the finer details of web design. Therefore, providing them with context, education, and examples is important to help them visualize the outcomes of your suggestions.
Want this handled for you? We build and market websites for Louisiana businesses, and we will tell you honestly if you do not need us.
- Use clear and concise language.
- Refer to previous successful projects or industry examples. (Here are some of ours).
- Offer alternative options, if possible
Ultimately, it’s important to remind yourself that you’re the expert and have dealt with numerous successful projects in the past. Keep your cool and try your best to help the client see your point of view.
Sometimes You Have to Just Let Them Go
As much as it may pain you to turn away business, sometimes it’s the best option for both parties. If a client is consistently resistant to your advice and it’s affecting the project’s overall success, consider parting ways.
Ask yourself:
- Is the client causing unnecessary stress for you and your team?
- Will the final product reflect poorly on your agency’s reputation?
- Can the situation be resolved amicably?
If the answers to these questions seem unfavorable, it might be time to have an honest conversation with the client and discuss the possibility of going separate ways.
"If I had asked people what they wanted, they would have said faster horses."
, Deanipidus (@deanipidus) June 29, 2023
-Henry Ford
The customer isn’t always right.
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The Customer Isn’t Always Right
Contrary to the popular adage, the customer isn’t always right. As an experienced professional, you have the right to stand up for your expertise and defend your recommendations. However, it’s important to do so with professionalism and respect.
- Present your case with reasonable evidence.
- Be transparent about the potential negative consequences of the client’s decisions.
- Make it clear that you’re acting in the client’s best interest
Remember that it’s essential to balance defending your expertise and accommodating the client’s preferences. Refusing to bend on even the most minor issues may lead to tension between you and the client.
Key Takeaways
Dealing with clients who won’t take your advice is challenging for any web agency owner. But with patience, honest communication, and recognizing when it’s time to let go, you can successfully manage these challenging situations.
After all, maintaining strong professional relationships with your clients and prioritizing their satisfaction is the core of any successful agency.
So keep your chin up, and remember that you’re in this business because of your passion and expertise in web design. Don’t let one stubborn client discourage you from continuing to provide exceptional service and advice to all your clients.
Are you a web agency owner who has dealt with difficult clients?
Share your horror stories with us! We want to hear about the challenging clients who refused to take your advice and the strategies you used to manage them.
Your experiences can be valuable lessons for other agency owners struggling with similar issues.
Let’s come together and share our stories to benefit from each other’s insights!
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About the author
Founder & Lead Developer · Denham Springs, LA
Clint has built and marketed websites for 26 years, since founding BlakSheep Creative in 2000. He is also a 29-year firefighter and a 23-year member of IAFF Local 557, which is where the bias toward plain answers over sales copy comes from.
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Common questions about digital marketing
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When should an agency fire a client?
Is the customer always right in web design?
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