Handling Challenging Client Behaviour: It's Your Responsibility
Reputational Risk: Your Client's Dilemma
Controlling Clients: Involvement, Trust and Control
Maintaining the Balance: Clients Who Take Advantage
Trouble with Responsibility and Commitment: Customers Who Say One Thing and Do Another
When Enough Is Enough: Ceasing to Work with Troublesome Clients
References and Recommended Reading

'This stimulating and readable book challenges Aryanne's readers to accept responsibility for handling difficult client relationships at work, and offers practical solutions to assist them to take control of situations that are tough to resolve. Aryanne's central and compelling proposition is that each internal or external supplier must be accountable for finding solutions and building long-term, productive relationships with their clients even when faced with seemingly unreasonable behaviours and demands from them. Her approach is to work through a number of scenarios to set the scene around different types of problem, and then to suggest ways to apply the learning to the reader's own environment. This is a practical book which acts as a guide to handling challenging customer relationships. I found the book both thought provoking and highly engaging.' - Wendy Cartwright, Director of HR, Olympic Delivery Authority, London 2012

'Aryanne Oade's new book addresses the important issue of creating and maintaining effective customer relationships extremely well. Those of us who supply expertise to clients know that the process depends on an effective and mutually respectful relationship but also that such a rapport is not always easy to achieve. Clearly based on much research and extensive practical experience, her insights into the rights, responsibilities and roles of both sides make this book essential reading for anyone who works with clients in any context.' - Professor Brian D Smith, Adjunct Professor SDA Bocconi and Managing Consultant, Pragmedic

'This is a fitting conclusion to the quintet of linked books by Chartered Psychologist Aryanne Oade designed to help practitioners and people at work with challenging workplace dynamics. The book draws together an unusually powerful combination of coaching insight and practical understanding of relationship management, organizational behaviour and interpersonal dynamics. It demonstrates a rare capacity to get inside the process of a supplier-customer interaction to pinpoint the elephant traps, banana skins and other lurking dangers waiting to derail the unwary. The structure is clear, helpful and designed with the reader in mind. The author's strongly held principles give the advice in this book a coherent message and feel. Aryanne maintains that it is always the supplier's responsibility to fix the problem, no matter how unreasonable the client. She identifies generic tensions, and political and personal frustrations, that commonly arise between suppliers and clients, and provides distinctive solutions to each one in a series of realistic and very human case studies and illustrations. Anxieties about trust, reputational risk and control are common sources of difficulty in supplier-client relationships and Aryanne gives a wealth of practical examples about how to defuse potentially explosive situations and re-balance relationships which have gone off centre. This book should be a vade mecum for all account managers, internal and external consultants, freelancers, subcontractors and professionals. I plan to recommend it for our students studying Leadership and Consultancy and Small Business Development because it is exactly what they need.' - Barry Curnow, Head of Human Resources and Organizational Behaviour Department, The University of Greenwich Business School; Past President CIPD and IMC, former Chair ICMCI


Aryanne Oade's book is full of expertise, psychological depth and acute insights that will help you build rewarding and sustainable business relationships with even the most demanding, talented and toxic clients in the world. She helped me do it! Aryanne brilliantly investigates how to stay safe, sane and succeed in handling a variety of challenging clients and problem scenarios to achieve lasting results. Clear, intelligent and practical - with sections where you can apply your learning to your own life and clients - this is a grown up, joined up and highly enjoyable book that will save you a whole world of grief and help you succeed. I found it pays off immediately.
Giles Ford, Co-Founder Alchemical Arts Consulting; former Global Head of Learning and Change, Deutsche Bank