The Art of Keeping Your Cool: Handling High-Maintenance Clients
Sometimes we do have clients that aren't fun to handle. and no, they aren't always right.
But sometimes it’s best to just let them "be right" because in the end you do not win for proving that they are wrong. It never ends with a, “OMG YOU ARE SO RIGHT I AM SORRY”
The client is always right because it’s cheaper for them to be. Case closed. It's cheaper for you to just lose a 5-star review on google than to gain a 1 star. Funny how that works. Once you have worked hard to get 100 5-star reviews, you wouldn't want to tarnish that record with a 1-star simply because the client ordered the wrong tier on their event, and they really need you to have linen napkins. JUST BRING THE NAPKINS everyone is happy. No need to argue or fight. It's an easy fix at the end of the day, and it's important to be thankful that you are doing what you love as a living, being the best homes, you can imagine and giving yourself the freedom to enjoy life. GIVE THEM THE NAPKINS AND SMILE :)
When I start to see that a client is the client that requires the "white glove" treatment, we basically give them all the information and then some to try to get ahead of them every step of the way, giving them security with their plans with you. Some people just need to have the treatment and be reassured that they will be taken care of. They do not know you, or your quality of service. They can only hope that the photos and the reviews are accurate, and that you give them what they want. Not every event will be your best, but you do have to ensure the quality for your clients upholds to your service standards as well. If something is off, part of that service standard is to give the client a refund of some sort. If you do not feel that a total refund is due, then extend to come back and redo the night again, or bring a brunch for them in the am.
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Better for you to spend $150 more on groceries and come back to cook breakfast for the group yourself, than it is to lose $600 on a dinner refund. Of course, if you are busy and cannot offer the service, then I would go to refund or offer a future discount to the family or group. If they are not able to come back, a partial refund usually will make everyone happy. Ideally this doesn't even occur, but when it does, try to just smile, and be understanding. Don't smile too much though, because then the client is going to think something is wrong with you. Also don't be too hard on yourself when it happens. Not everyone is going to be happy with your food or love your personality. And that's okay. But you cannot allow yourself to match the client’s attitude. Stay professional. Keep in mind that the client has more than likely enjoyed something to drink more than half of the time, so it's best to talk about an issue the following day once the client has had a chance to sleep it off a bit, and you can have time to really digest what happened and act appropriately.
There is also the client who is LOOKING for the refund. They couldn't really afford ther services, so they are watching every move you make, looking for a slip up. This is borderline a con artist, and I may be coming off strong with that statement, but there's a reason why you have to give your id now to make a return. Some people make a habit of doing it all the time to get stuff for free. I have run into this a few times, and when looking back, there were some signs to look out for. When I see these signs now, I either tell the client I am not available, or I charge a lot more so that dealing with the client doesn't bother me because I know how much I am making.
Signs to Look Out for:
Communicating on multiple platforms, such as social media, to website submission form, to email, to phone calls. It's normally just someone who is picking the phone up and just using the closest means to communicate, however, it can also be a tactic used to create confusion, and lose details, for the client to then later say that you said one thing and then didn't deliver. (been here, done this)
It's really hard to keep up with the client when they are coming from all places and it can be confusing. They will usually start the message with Hi this is so & so, I have an event on this date, and then proceeds to tell you their information. I am not sure why anyone wouldn't just continue to use the same email chain, but it's a slippery slope. This is why a system for inquiries is really important. Typically, once someone has reached out from whatever platform they found you, to send the invoice and begin contact through the email platform. If the client continues to ask questions from other places, I copy what they have said into the response in an email staying on the chain with the invoice. This way, all of the details are staying in one place, and you never have to search for anything!
The next thing is watch out for is Multiple Points of Contact on the Event. That's a very easy way to confuse the client for being multiple events and then it turns out to be one in the same. It has happened a few times, especially in the bachelorette world. One girl will begin the planning, and another will pick it up. This is where your admin and organizing skills really have to come into play because if not, you're going to have trouble keeping up! (this is why I use Honeybooks, so I can just add the new email to the correspondence and then it's all in one place!)
Lastly, the name change. When a client tells me multiple names, dates, guest count changes, they are either just confused in general and the plans aren’t set, or they have an assistant and they are trying ot figure out plans with you. Either way, this is the client I just sort of, wait to see what happens, send the invoice, and see if they want to move forward with the menu suggested, and try to get all of the details for the event to go smoothly, try to match the scene, and just make delicious food. Half of the time I end up booking one of the names :) If you're keeping up that's a 100% closing rate ;)
So, if you are chef & reading this, you're thinking, wow, that was a lot to take in. And if you are a client, you are thinking, wow, Chef Jojo has really been through it. I wonder if she is giving me white glove service?! Probably not, because I just stopped taking those clients on before I even finished this blog post! It’s important to remember your purpose and to never let any business circumstance or client change who you are, and how you represent yourself & your company. I love all of my groups, but my passion is food. Cooking for you, making my own dishes, and my own schedule, is the dream. That’s the dream for all of us chefs. Sometimes I have to remind myself that today I am living yesterday’s dream. To be present, and to enjoy the moment.
Keep cooking with love, Chef Jojo 🍳💋