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Cover of The Difficult Client Kit

The Difficult Client Kit

There is a message open on your screen right now, and every version you have drafted makes it worse.

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What’s inside

  • Six parts: the action guide, the checklists, scripts and letters, the worksheets, the decision tools, and resources and next steps.
  • The triage step for before you reply: what kind of complaint this actually is, what it will cost, and the holding reply that buys you a day without conceding anything.
  • The refund decision tool that separates goodwill from liability, with the wording that closes it instead of reopening it.
  • The reset meeting agenda and scripts, or one of three clean exits: finish and leave, hand over, or end it now. Each exit carries the message, the money position, the handover checklist and the file note you will want later.
  • Four files: a start-here PDF, US Letter and A4 zips, and the scripts and letters as separate editable Word documents that open in Microsoft Word, Google Docs, Pages and LibreOffice. No app, no subscription, no account to create.

Who this is for

This is not a pack of email templates. There are scripts in it, but the reason it works is the order: triage what kind of problem this is, decide the money before you write anything, then choose repair or exit. The templates are the last step, not the product.

There are no dates in the kit, so there is nothing to fall behind. If you started, stopped, or already got something wrong, chapter one finds the stage you are actually at and starts there.