Can You Tell Them the Truth?

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On a project with a client, the client and I have both had some interesting dealings with the client’s client. First it seemed as though Client L (the client’s client) had a problem with brevity. He talked endlessly (and is probably still talking nonstop). I pulled the short straw and had to endure an hour-and-a-half conversation, one in which I asked questions but was talked right over. Finally, a friend who read my email SOS phoned, saving me via Call Waiting. It was a serious case of someone who didn’t want to listen but wanted to be heard, and in his quest to share, he overshared. And he wasn’t heard at all beyond the very odd, very personal information that had no bearing on our project. I’ve been in the situation before and yes, I tried the usual tactics to get him off the phone – talking over him, interrupting the minute he takes a breath, to no avail. His universe included one person.

When I had to call back, I changed my approach (and took two Excedrin before dialing – seriously). I heard him say hello and I launched into my speech, telling him we had exactly 15 minutes before I had to talk with another client. It took the wind out of his sails enough for me to take control and get the job done (in 20 minutes, but I got the information needed).

In talking with my client the other day, she expressed real concern over Client L’s behavior. It would seem he’d been sending her messages at all hours and was becoming upset that she wasn’t glued to her monitor late at night. She’s handling him from her side, but what’s odd is he’s never spoken with her on the phone – only me. Perhaps in his monologue, he failed to realize whom it was he was speaking to?

It’s clear to both of us what his issue is. He’s not gaining new customers because he’s not giving them a place they are welcomed into. In fact, judging from my interactions with him, they’re probably not even walking on the same street anymore. I know how he can fix it. The client knows how he can fix it. Client L does not. That begs the question – can you tell someone his personality is getting in the way?

Obviously in this case, it’s pretty severe. With someone that off-the-charts unpredictable, it’s best just to let him assume you’re the cause of his lack of business and let him move on. But in a less serious case, can you give your clients advice that could possibly offend?

In my personal opinion, I would. It does them no good if they’re pouring money into a project only to get the same result due to something you can’t fix for them. For instance, if your client is under the impression that his bragging is necessary to convey how special his business is, I would tell them that people rarely follow the loudest drummer for long and while they may notice him, eventually they’re left covering their ears. Obviously, I’d be a little more tactful. Or depending on the client, I may say it exactly like that.

You may lose the client. But wouldn’t you rather give an honest appraisal and offer free advice than let him go through writer after writer, customer after customer, not knowing the bigger issue?

Have you dealt with someone who needed to hear the truth? Did you say anything? If so, how and what was the result?