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Managing Difficult Clients

Writer's picture: Eric McQuiston, PLAEric McQuiston, PLA

Lessons From My Own Practice as a Landscape Architect and Contractor


As a practicing landscape architect, garden designer and contractor, I’ve had the pleasure of working on a multitude of projects — from small residential gardens to large public spaces. With each project comes the unique challenge of collaborating with clients, and while most of those clients have been a joy to work with, there have been a few who tested my patience and professionalism. Over the years, I’ve learned that dealing with difficult clients is an inevitable part of the job. And how I handle those situations can either make or break the project and even impact my reputation and the industry in general.


With this article, I want to share my personal approach to managing difficult clients — especially the ones who are indecisive, micromanage, or have unrealistic expectations. I’ve found that through clear communication, setting boundaries, offering compromises, and maintaining professionalism, I can navigate even the most challenging client relationships and still deliver successful outcomes.


Understand the Difficult Client

Understanding Difficult Clients


Through my work, I’ve encountered many different types of difficult clients. Some want to control every small detail, questioning every decision I make. Others are indecisive, causing unnecessary delays by changing their minds about design elements repeatedly. And then there are those clients who expect a high-end design with a low-end budget or an impossible timeline.


I’ve come to realize that the difficulties I face with clients often stem from a few root causes: stress, lack of clarity, lack of communication or an unhealthy emotional attachment to the project. For many of my clients, their garden or outdoor space is deeply personal, and they invest themselves not only financially but also emotionally. Understanding this helps me approach these situations with empathy, which is crucial when tensions arise.


 

1. Setting Clear Expectations from the Outset


Communication is Key

In my experience, the key to avoiding many potential conflicts with clients is setting clear expectations right from the start. That’s why I make the initial meeting with a client one of the most important steps in my process. This is when I lay the groundwork for what the project will entail, and I make sure to clarify the scope, timeline, budget, and any key deliverables.


Defining the Scope


From the outset, I always create a detailed brief or project scope outlining the vision, goals, and key deliverables for the project. I also make sure that both the client and I have a mutual understanding of what’s achievable within their budget. By getting everything in writing early on, I have something to refer back to throughout the project to ensure we’re staying on track.


This effort becomes a living, and legal, document. If things change — and they often do — I revise the scope and discuss the changes with my client. Keeping expectations realistic and clearly communicated from the start is crucial to avoiding misunderstandings down the line.


Setting a Realistic Timeline


Timelines can be a major source of tension in my work. Work load, weather, availability of materials, or unforeseen site conditions can throw a wrench into even the most well-laid plans. That’s why I always build some flexibility into the timeline from the beginning. I also make sure to let clients know upfront that some delays are inevitable and not always within my control. When there are shifts in the timeline, I communicate these as soon as possible.


Budget Transparency


One of the biggest challenges I’ve faced is helping clients understand what their budget can realistically achieve. Many people come to me with big dreams but not enough resources to make them happen. To avoid unpleasant surprises, I always discuss realistic budget numbers and provide a detailed breakdown of costs for my time and effort as a designer in relation to the overall project costs I do this in the form of a fixed price for my work with contingencies for additional work should that become necessary. When clients have a clear understanding of where their money is going, it makes it easier to manage expectations as the project progresses. This includes an Opinion of Probable Cost for the successful completion of the project. The client deserves to know what the entire estimated cost of the project will be. If this cost is not within their budget you will have problems and will need to reevaluate the scope of the project.


 

2. Maintaining Open Lines of Communication


Over time, I’ve learned that communication isn’t just important at the beginning of a project — it needs to be consistent throughout. Regular updates are crucial to keeping the client informed and ensuring that we are on the same page. In my practice, I set up regular check-ins, whether that’s through site visits, phone calls, text messages, or email updates. This consistent communication helps keep the client involved without allowing them to become concerned or micromanage the process. In my opinion this is called Controlling your Client.


Active Listening


I’ve found that the most important part of communication is actually listening to my clients. Sometimes they have concerns or frustrations that, if not addressed, can fester into larger issues. I make it a point to actively listen, paraphrasing their concerns back to them to ensure I’m understanding them correctly. I take notes at client meetings and even employ note taking apps for this purpose. This simple step has diffused many potentially difficult situations and reassures my clients that their voice and thoughts are being heard.


Transparency in Problem-Solving


Things don’t always go according to plan. Whether it’s a supply chain delay or a problem with the site or an unaccounted for challenge, being transparent about these issues has helped me maintain trust with my clients. When problems arise, I’m quick to inform them and explain how I plan to resolve the issue; always have a solution! In my experience, clients appreciate honesty, and being upfront prevents them from feeling blindsided by unexpected developments.


 

3. Document Everything


Documentation is more than just notes

Over the years and, especially when I was in the service, I learned that documentation is one of the most valuable tools in protecting both myself and my clients from misunderstandings. I try to keep meticulous records of everything — contracts, emails, meeting notes, sketches, and any changes made along the way. These are all saved in the client folder. Even voice communication. I will make notes of my understanding of our discussion and share it with my client for their understanding and agreement.


Contracts and Agreements


From the very start of a project, I make sure everything is documented in a formal contract. This contract outlines the scope, the deliverables, the budget, the timeline and even so far as the method of my work. This becomes a clear point of reference if questions arise about what was agreed upon.


Tracking Changes


In the design process, clients often request changes. I make sure to document all of these changes in writing, outlining how the change will affect the timeline or budget and ask for their understanding and agreement. This way, there’s no confusion about why the project might take longer or cost more than originally anticipated.


 

4. Offering Alternatives and Compromises


I’ve had my share of clients who come to me with ambitious ideas that aren’t feasible given the site conditions, budget, or timeline. Early in my career, I would struggle to say “no” outright. Instead, I’ve learned that offering alternatives is a far more productive approach. When a client requests something that’s outside the scope, I propose alternative solutions that still align with their vision but are more realistic.


Balancing Vision and Practicality


Balance Expectations

As much as I want to make my clients’ dreams come true, I also know it’s my responsibility as a professional to to guide them toward practical solutions. There have been times when clients have requested designs that are beautiful in scope but impractical in reality. In these cases, I explain the potential issues and offer a more realistic or sustainable option. This not only preserves the integrity of the project but also ensures the client is happy with the final result for years to come.


 

5. Handling Conflict with Professionalism


Even with the best communication and documentation, conflicts sometimes arise. Over time, I’ve learned to handle these situations with calmness and professionalism. When a client becomes frustrated or upset, it’s important not to take it personally. Instead, I focus on resolving the issue.


Dealing with Emotional Clients


Some of the most challenging situations I’ve faced have involved clients who become overly emotional about the project, and sometimes it is not the project itself that is a source of stress for the client, it can often be other, unrelated issues. Whatever the issue is, I’ve found that acknowledging their emotions and calmly guiding them toward a solution is the best way to diffuse tension. In these moments, I reassure them that their concerns are valid and that I’m committed to finding a resolution.


Staying Focused on Solutions


When conflicts arise, I try to steer the conversation away from what went wrong and instead focus on finding solutions. I explain the options available and the steps we can take to move forward. In my experience, clients ultimately appreciate this proactive approach, and it helps keep the project on track.


 

6. Establishing Boundaries


Establish Boundaries with your Client

One of the hardest lessons I’ve learned as a landscape architect is the importance of setting boundaries with clients. Some clients want to be your best friend while others can be overly demanding, expecting me to be available at all hours or constantly requesting changes. While I’m dedicated to providing excellent service, I’ve had to establish limits on my availability and define the process for making revisions.


Managing Client Expectations


I make sure to communicate my working hours and preferred methods of communication from the start. I’ve also learned to explain the impact of late-stage changes to clients. While I’m always willing to accommodate revisions, I also make it clear that significant changes may require additional time or costs.


 

7. Knowing When to Walk Away



Although it’s rare, there have been instances where a client relationship becomes untenable. When a client consistently ignores professional advice, crosses boundaries, or becomes abusive, I’ve had to make the difficult decision to walk away from the project.


Ending the Relationship Professionally


Walking away is always a last resort, but sometimes it’s the best course of action to protect my business and reputation. When I’ve had to do this, I’ve made sure to document the reasons for ending the relationship and communicated the decision professionally. In some cases, I’ve even referred the client to another professional who may be better suited to their needs.


 

Conclusion: Building Strong Client Relationships



Managing difficult clients is part of the job in landscape architecture, but it doesn’t have to derail a project or your professional growth. I’ve found that by setting clear expectations, maintaining open communication, offering compromises, and staying professional, I can handle even the most challenging clients effectively. Always remember that you set the rules and the parameters of your relationship with the client.


In the end, these difficult situations have often become opportunities for growth. They’ve taught me to be a better communicator, a more assertive professional, and ultimately, a more successful landscape architect.


If you have experiences I hope that you will share them with me. It is my hope that we can serve our clients in the best way possible, often in spite of themselves! It is through service that we become better people and better designers.


Let me know your thoughts,


~ Eric

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