Eric SimmsSenior Program ManagerBaltimore, Maryland, United States
I'd refuse to work with such a customer; such individuals usually aren't worth the trouble.
Are you in a position to refuse to deal with this customer? Does your management know about the problems the customer is causing? Saving Changes...
In case, I would possibly confront, the customer, explaining there is no way to work that way.
What about local law, would it be consider harassement!
You organization, how do they see that kind of attitude? Saving Changes...
Kaustubh JoshiConsulting Analyst| FreelanceMumbai, Maharashtra, India
What Vincent and Eric said would be the obvious thing to do, refuse to work.
Before doing that I would attempt to understand if there is any history behind such behaviour for the customer. It is a rare situation wherein a customer would behave in such an unruly manner without any reason behind it. It's possible that the Customer might have ended up in embarrassing situations multiple times because of something not getting delivered as promised. The trust factor is lost and the engagement continues just for contractual purpose.
If there is something that can be handled in a mature way so that the customer could be understood and pacified, it would help to rebuild the broken communication bridges.
That said, No reason justifies unruly behaviour from the customer.. Saving Changes...
Drew CraigSr. Agile & Product Coach| VanguardPhiladelphia, Pa, United States
That is truly unfortunate.
Yeah, agreed. Stay away. It is not worth the trouble at all. Saving Changes...
Edward DanielsProject Manager| IndependentGlen Burnie, Md, United States
Somebody has to deal with this personality. As PMs, the buck stops with us.
I usually try to calm things down first by isolating the person to a private office or if it is over the telephone, i take their telephone number and let them know i need to move into a private office to call back. The 5-minute time out gives everyone time to calm down.
Aggressive or rowdy people are like children, they just need to be heard. Calm them down, listen and try to keep them engaged in the conversation. In my experience, most times you can get them listen to reason as long as you take the time to hear them out. Whatever it is, i tell people that i will try my hardest to get them a solution. People just need to know you care enough and if it doesn't work, they understand.
Now for the unreasonable individual who is ready to start punching, cursing or fighting, just call the cops to have them removed. Saving Changes...
Sergio Luis ConteHelping to create solutions for everyone| Worldwide based OrganizationsBuenos Aires, Argentina
We need to work with every type of customer. You have to understand that most of them use some kind of strategy to get some result. Is a fact of culture. Organizational and coutry culture mainly when a woman is in charge of the project management role. I hate it a lot. Saving Changes...
First I would ask myself if that customer is aligned with the business/corporate strategy in the long term. As business needs changes and innovation is part of today's landscape, I would create a SWOT analysis.
Second, I would determine the importance of the customer in terms of Log Term Value in the company. Most companies the top 20% of the customers represent the vast majority of the revenues (Pareto Rule), and at the same time, there are the lower 20% of the customers who have low profitability and use up most the resources of the organization.
So, if the customer is aligned with the corporate strategy and in the top 20%, I would create rules of communication and interaction. One way is to increase written communication, so the customer is not verbally abusing you or your colleagues. Similarly, I would make your senior management aware, so they participate in the dialogue with the customer as well.
If the customer is in the 20%, then it is easy - just part ways. Saving Changes...
Renee RobinsonPMO Director| C2GOrlando, FL, United States
I am sorry that you are having difficulties with your customer. I would first recommend you attempt to smooth the situation and discuss with the individual the basis for their behavior, is there an issue that can be resolved, and if so define the issue and what will it take to resolve it? If it was a result of personality conflict, you would remove the party with the conflict from the situation.
If these were not the cause and the individual's natural personality were simply aggressive and particularly threatening, and such individual could not be removed by his or her superiors, I would recommend discussing this with your senior management and involve them in deciding what your future path with the customer should be.
Best of luck in resolving the situation, the additional stress is unnecessary. Saving Changes...
Customer and Vendors, not always are easy to manage. First of all, try to analyze and understand if they are being rude and aggressive, or is a cultural difference.
After, I will recommend discussing the situation face to face with the customer. If doesn't work, I'd recommend escalating the issue with your boss.
