Welcome to this weeks’ episode of The Australian Small Business Show!
Today we’re talking about dealing with difficult people – because let’s face it, if you’re in business, you’ll need to deal with difficult people at some point or another. Whether it’s a customer, client, supplier, even the ATO. It’s not a maybe, it’s a guarantee.
As business owners there are different types of difficult people we might encounter.
Customers or clients is one type. This might be the complainers, the slow payers, the ones who “know better” or the boundary breakers.
Then there are suppliers, ones who provide unreliable deliveries, shifting terms, or ghost you when things go wrong.
We also have Referral Partners, perhaps they promise too much and underdeliver, or send you nightmare clients.
Then of course there is staff – but that’s for a whole other episode.
We then share some practical strategies to help you deal with difficult people:
Set Boundaries Early
- Contracts, clear payment terms, upfront expectations.
- Don’t let “just this once” become the norm.
Stay Calm, Stay Professional
- Don’t mirror aggression or emotion — it escalates.
- Script for customers: “I hear your concern. Here’s what we can do.”
Know When to Walk Away
- Fire a client/referral partner if they’re draining your business.
- Red flag: If they cost more than they bring in (time, energy, money).
Document Everything
- Especially with suppliers and regulators. Email > phone call.
- Keeps emotion out, creates a paper trail.
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* Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.
