Managing Challenging Clients

Do you need to deliver an effective service to challenging and unreasonable internal or external clients? Do you worry that you'll lose business or take a reputational hit if you don't do so well enough? This book introduces a valuable set of tools through which to build, maintain and manage your client-facing relationships.

Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem. Dealing with Difficult Customers will show you: How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more. How “Hungry Hippos” and “Problem Children” are sapping your employees time and energy and what to do about them. The behaviors that turn great customers into dissatisfied critics and how to change them.

How to warm up to the clients that stop you cold. Have you experienced the anger, fear, doubt, and frustration that most clinicians feel but rarely put words to? Have you ever overreacted to a client in session or found yourself overwhelmed by the work with that client in your caseload? Are you looking for tools to manage your most “difficult” clients? Chances are, you’re like all other clinicians: At times you play “tug-of-war” with those in your care. The Heat of the Moment in Treatment is for clinicians looking to explore, reassess, and transform the way they treat their most difficult clients. With carefully designed mindfulness-based exercises, self-assessments, and skill development activities, this workbook helps clinicians understand their own role in therapeutic interactions, as well as how to proactively respond to tough client behavior in ways that improve the prospects for successful treatment. Author Mitch Abblett acts as a sensitive, expert guide, laying out a roadmap for the toughest of clinical encounters that almost all therapists face, whether seasoned or just starting out. His use of relatable metaphors, rhetorical questions, and stories from his own experience allows readers to reflect upon their own psychotherapy practice without feeling like there is one right way to deal with challenging clients. The Heat of the Moment in Treatment will help clinicians move beyond assumptions and reactive impulses to their “difficult” clients. Readers will gain proactive clinical leadership skills, while learning how to expand mindful awareness of self and others to access compassion and empathy for any client—even when the “heat” of moment-to-moment interaction in session is hard to tolerate.

Compassionate Therapy explores the characteristics of difficult clients and the nature of client resistance. Arguing that conflict can be a constructive force, it shows how practitioners can use the struggle to examine their own abilities, deepen their compassion, and improve therapeutic flexibility and effectiveness. It offers proven approaches to working through therapeutic impasses with difficult clients and blAnds professional development with personal growth.

How to warm up to the clients that stop you cold. Have you experienced the anger, fear, doubt, and frustration that most clinicians feel but rarely put words to? Have you ever overreacted to a client in session or found yourself overwhelmed by the work with that client in your caseload? Are you looking for tools to manage your most “difficult” clients? Chances are, you’re like all other clinicians: At times you play “tug-of-war” with those in your care. The Heat of the Moment in Treatment is for clinicians looking to explore, reassess, and transform the way they treat their most difficult clients. With carefully designed mindfulness-based exercises, self-assessments, and skill development activities, this workbook helps clinicians understand their own role in therapeutic interactions, as well as how to proactively respond to tough client behavior in ways that improve the prospects for successful treatment. Author Mitch Abblett acts as a sensitive, expert guide, laying out a roadmap for the toughest of clinical encounters that almost all therapists face, whether seasoned or just starting out. His use of relatable metaphors, rhetorical questions, and stories from his own experience allows readers to reflect upon their own psychotherapy practice without feeling like there is one right way to deal with challenging clients. The Heat of the Moment in Treatment will help clinicians move beyond assumptions and reactive impulses to their “difficult” clients. Readers will gain proactive clinical leadership skills, while learning how to expand mindful awareness of self and others to access compassion and empathy for any client—even when the “heat” of moment-to-moment interaction in session is hard to tolerate.

Author of cult classics The Pumpkin Plan and The Toilet Paper Entrepreneur offers a simple, counterintuitive cash management solution that will help small businesses break out of the doom spiral and achieve instant profitability. Conventional accounting uses the logical (albeit, flawed) formula: Sales - Expenses = Profit. The problem is, businesses are run by humans, and humans aren't always logical. Serial entrepreneur Mike Michalowicz has developed a behavioral approach to accounting to flip the formula: Sales - Profit = Expenses. Just as the most effective weight loss strategy is to limit portions by using smaller plates, Michalowicz shows that by taking profit first and apportioning only what remains for expenses, entrepreneurs will transform their businesses from cash-eating monsters to profitable cash cows. Using Michalowicz's Profit First system, readers will learn that: · Following 4 simple principles can simplify accounting and make it easier to manage a profitable business by looking at bank account balances. · A small, profitable business can be worth much more than a large business surviving on its top line. · Businesses that attain early and sustained profitability have a better shot at achieving long-term growth. With dozens of case studies, practical, step-by-step advice, and his signature sense of humor, Michalowicz has the game-changing roadmap for any entrepreneur to make money they always dreamed of.

Providing clinicians with advice consistent with the current emphasis on working from strengths to promote renewal, this guide presents a holistic approach to psychological wellness. Time-tested advice is featured from experts such as Craig Cashwell, Jeffrey Barnett, and Kenneth Pargament. With strategies to renew the mind, body, spirit, and community, this book equips clinicians with guidance and inspiration for the renewal of body, mind, community, and spirit in their clients and themselves.