How to Manage Toxic Customers or Clients

In my last article, I shared anecdotes and attributes of toxic customers and clients. Below, I will share strategies on how to deal with them to protect yourself, your people, and your business.

Handling toxic customers and clients can be challenging, but it's important to address their concerns while also protecting yourself and your team. Here are some tips for handling toxic customers and clients effectively:

Stay calm and composed: It's crucial to maintain your composure and not let the customer's toxicity affect your emotions. Take deep breaths, remain patient, and focus on finding a solution.

10 Lessons I Learned from Starting 10 Years Ago with 0 Clients

10 years ago, my role as principal of a K-8 in Atlanta ended and I immediately hung my “Impactful” shingle.

Voila! I was now a coach/consultant… of exactly 0 clients.

Which meant that I had no idea how I was going to...

pay for my family's relocation to NJ, one of the most expensive states in the nation;
make meaningful and consistent income as a new-to-market coach/consultant with a freshly hung shingle; and
put myself through graduate school to complete my doctorate.

Thank God, I managed through that difficult early phase, and can now count many thousands of people who I have been blessed to serve through coaching, consulting, training, keynotes and talks, and my books and articles.

Here are 10 lessons I learned along the way.

𝐖𝐡𝐚𝐭 𝐚𝐫𝐞 𝐲𝐨𝐮 𝐭𝐨𝐥𝐞𝐫𝐚𝐭𝐢𝐧𝐠 𝐫𝐢𝐠𝐡𝐭 𝐧𝐨𝐰? 😟

We all tend to get dragged down and overwhelmed by things that accumulate over time and end up cluttering our minds.

When we identify them - even if we're not prepared to do anything about them right now - we raise our awareness and naturally start to handle, fix, and resolve them.

Start by making a list of what you’re putting up with at work and at home to determine what might be cluttering your mind and slowing you down!

Examples could be: incomplete tasks, frustrations, problems, other people’s or your own behavior, clutter, shoulds, unmet needs, crossed boundaries, unresolved issues or guilt, lack of exercise, eating habits, being indecisive, procrastinating, lack of sleep, etc.

How Gritty Are You?

I recently talked to a staffing agency about the importance of being gritty.

Grit is about tenacity, resilience, and a willingness to keep pushing through despite obstacles and our own natural inclination to take the easy way out.

Staffing recruiters, like most salespeople (and who isn't in sales?) need to be gritty in the face of rejection, radio silence, ghosting, and, even worse, angry clients.

It's what allows them to meet more people, make more referrals, and close more deals.

And live up to their mission of improving the lives of employers and employees by making the connections that grow businesses and provide opportunities (not their exact mission, but my take)

11 Traits of Successful People

Are you curious to know what separates the truly successful from everyone else? Do you want to know what the highest performers do that distinguish them from the pack?

Well, between my experience with my own high-achieving clients and my research, here are some qualities that I came up with.

Drive and passion – Successful people are driven and passionate about what they do. They work harder than most and make sure things get done. They take pride in seeing things getting completed and take charge when necessary. Their passion is contagious and rubs off on others around them, who start to believe what they believe.

4:30 am on a Sunday?

My alarm was set for 4:30 am yesterday.

Trust me, it was tough to get up early.

My entire family is on vacation and is sleeping in.

Most people in general get up later on Sundays.

But, after listening to James Clear and Atomic Habits, I was again reminded of the importance of daily rituals, daily disciplines, and consistency.

The Maccabee in You

As a leader, you know that leadership offers great opportunities to guide and inspire others, to set the agenda and see it to fruition. However, it also can place us in compromised situations, where we feel as if we have lost control of the situation around us and need to engage in damage control. There are even times when we step into a leadership role that did not previously exist in order to address a need, a problem or a concern, oftentimes a pressing one at that. Such was the case of Matthias, the elderly priest who assumed an expanded leadership role at a time of great national duress in order to save his nation and the Torah that they treasured.

In this article, I will aim to distill leadership lessons from within the broader historical context, lessons that we can apply within our own lines of work and our lives in general.

1. Understand the objective - For most of our nation's history, we have lived in exile (either in the literal sense or in our homeland under foreign subjugation). While in exile, we enjoyed varying levels of freedoms and autonomy, but were generally content to subvert ourselves to our host nation so long as we were given the freedom to live religiously as Jews.

Matthias and his sons had no interest in attacking the Seleucid forces. They had fled to Modiin, a small hamlet on the outskirts of Jerusalem, because they knew that it would give them a better opportunity to live a Torah-observant lifestyle than in the now-Hellenized capital. Knowing what was of primary importance to them is what drove their decision to relocate as well as all of their subsequent ones.

Being an abundant mentor

Mentoring programs typically fail because one or more positive ingredients listed above are missing. Without question, the mentor’s head has to be fully in the game. When I first began as a head of school, I was assigned an experienced mentor from a different school on the other side of the country. He agreed to help me as a favor, and, predictably, as the school year progressed and his schedule became increasingly more filled, our time together dwindled to the point that the relationship had practically ended on its own.

In addition, a mentor has to be able to earn the protégé’s trust. That is not as simple as it sounds. In addition to demonstrating capacity, effective mentors find ways to make their protégés genuinely feel that they have the mentor’s best interests in mind.

One great way by which to build such trust is to think in abundance. Abundance theory sees the world as offering infinite possibilities. It suggests that not only is there plenty to go around (the opposite of scarcity thinking) but it also posits that my helping others will help me, in terms of sharpening my skillset and building increased capacity and demand within the field.

Are You Taking a Workplace Lonely?

For many, selfie taking is the product of being alone. Lead researcher Dr Peerayuth Charoensukmongkol, of the National Institute of Development Administration (NIDA), Bangkok, said: ‘Not only do individuals who become obsessed with taking selfies tend to feel that their personal lives and psychological well-being are damaged, but they may feel that relationship qualities with others are also impaired.

NIDA researchers also found that a vast majority of those studied spent more than 50 per cent of their spare time on either their mobile phone or scouring the internet. Moreover, experts believe that both men and women who have lonely personalities tend to take more selfies for approval from other people.

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