What to Do with Difficult Clients [Podcast S08E13]

(And How to Attract Better Ones)

Welcome to Season 8, Episode 13 of the This Is Your Life podcast. In this episode, Michele Cushatt and I discuss what to do with difficult clients.


If you’ve ever been in a service-oriented business, you have likely dealt with the “high-maintenance client.” This is the person who has unreasonable expectations and is often demanding, unrelenting, and never satisfied regardless of how hard you work to meet their expectations. In today’s podcast, I give you practical advice on how to handle these situations.

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Why It Pays to Invest in Greater Productivity

How to Flip Your Tasks to Accomplish More of What Creates Wealth and Drives Revenue

We all have things we do really well. In our businesses, these are usually the tasks that drive revenue. But if you’re like most entrepreneurs and executives, you probably only spend 20 percent of your time on these tasks.

man holding a wallet

The rest goes to solving other people’s problems, wading through oceans of email, attending inefficient meetings, putting out countless fires, and addressing draining operational issues. Been there, done that.

Why Discomfort Is Good for You

3 Reasons We Should Jump Outside Our Comfort Zones

Think you have big goals? Think again. Over the summer, long-distance runner Dean Karnazes ran the Silk Road Ultramarathon. He covered 326 miles through the deserts and mountains of Uzbekistan, Kyrgyzstan, and Kazakhstan in just eleven days.

Dean Karnazes running

Before that, Karnazes reproduced the world’s first marathon, a 153-mile run from Athens to Sparta. He details that adventure in a new book out this fall, The Road to Sparta. I can’t wait to read it. But these are only the most recent in a long string of accomplishments.

How to Reach the Next Level of Team Performance

3 Personality Tests We Use to Boost Our Collaboration

I’m an assessment geek. I’m always looking to improve my own performance as well as my team’s. And I find measurement essential for upping our game.

team working

I first started using personality tests over a decade ago when I became the publisher of Nelson Books. It was a way for me to peek under the hood and see what I could do to drive my performance to the next level.

Pretty quickly I also realized personality assessments gave me a great way to intelligently build my team.

Why the Best Leaders Are Great Followers

5 Hidden Attributes That Command Respect

When I first became an acquisitions editor, I took a proposal for a book on leadership to our Pub Board. (This is the group in a publishing company that determines what gets published and what doesn’t.) The consensus was that the book was not commercially viable. The market was just too small.


But in 1998 everything changed. Thomas Nelson published the The 21 Irrefutable Laws of Leadership by John C. Maxwell. I was the VP of Marketing at that time. My job was to help make the book a success.

How to Lead in the Face of Criticism [Podcast S08E08]

(And Why Being Offended Is a Choice)

Welcome to Season 8, Episode 8 of the This Is Your Life podcast. In this episode, Michele Cushatt and I discuss how to lead in the face of criticism.

Episode 8

Criticism is inevitable, especially as your success and business grow. In today’s episode, we give you four foundational truths to remember so you can remain grounded and refuse to take offense.

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One Trap Leaders Can Avoid if They Choose

3 Practices for Staying Fully Engaged in the Present

If you’re a successful leader, you have high standards. That’s part of what makes you successful. You constantly strive to improve, to achieve.

jumping over the precipice

You’re future oriented—most leaders I know are. You’re always working toward something better than you see right now. And that’s important, but there is also a dark side to this orientation: perfectionism.

If you’re not careful, part of what makes you great can also drive you crazy. I know because I’m describing myself.

7 Steps to Take Before You Quit Your Job

How to Pivot with Dignity and Respect

Face it. You will eventually quit your job. It may be this year. It may be next. It may be ten years from now. But it’s inevitable. It’s only a matter of time. The only real question is: How do you pivot (professionally) without burning your bridges?

quit job

You may want to come back. I left one company, Thomas Nelson, and eventually returned and became the CEO. You never know. At the very least, you may need a reference.

Unfortunately, many people don’t always end their tenure at a company as well as they began. The key is to begin with the end in mind. As leaders, we should be intentional about everything we do—even quitting.

7 Suggestions for Asking More Powerful Questions

A Must-Have Skill for Modern Leaders

When I started out in my career, the key to success was having the right answers. If the boss had a question, he expected me to have the answer—or know where to get it. It seemed like the ones who advanced in their careers the quickest were those with the most answers.


But as I began to ascend the corporate ladder, I discovered that the key to success had begun to shift. It became less and less about having the right answers and more and more about having the right questions.

Do You Want to Wow Your Customers? [Podcast S08E07]

5 Questions That Make It Easy

Welcome to Season 8, Episode 7 of the This Is Your Life podcast. In this episode, Michele Cushatt and I discuss how to wow your customers.

Episode 7

Today’s marketplace is more noisy and competitive than it’s ever been. If you want to capture—and keep—your audience’s attention, wow needs to be a part of your business plan. In today’s episode, we give you 5 questions you can ask yourself to jumpstart the wow factor in your own business.

Listen to the Audio

NOTE: We are not recording a video version of the podcast this season. Enjoy the audio or subscribe to the podcast above.

In this episode, you’ll discover:

  • Tips for identifying the wow opportunities in your products or services.

  • Why you MUST care about the way your customer feels about their interaction with your organization.

  • The relationship between expectations and wow experiences.

  • What you can expect if you leave your customers disappointed (and how to avoid it).

Read the Transcript

You can download a complete, word-for-word transcript of this episode here, courtesy of Ginger Schell, a professional transcriptionist, who does all my transcriptions.

Join the Conversation

My favorite part of doing these podcasts is participating in the conversation they provoke. Each week, I ask one question. This week, it is this:

Question: Have you ever been wowed by a company? What was that experience like? You can leave a comment by clicking here.

Explore Additional Resources

In this episode we mentioned the following resources:

About Us

Michael Hyatt is the author of the New York Times, Wall Street Journal, and USA Today bestseller, Platform: Get Noticed in a Noisy World. Recognized by magazines like Forbes and Inc as an important online marketing and leadership expert, he’s also the founder of Platform University and 5 Days to Your Best Year Ever. Read more about him here.

Michele Cushatt is a popular speaker and author. Follow her on Facebook, Twitter, or her blog. She’s a three-time cancer survivor with a powerful, personal story. Listen to it here or read about it in her memoir, Undone: A Story of Making Peace with an Imperfect Life.

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How Our Words Impact Others

Harnessing the Power of the Tongue

Our words carry enormous weight. More than we sometimes think. They often impact people for decades, providing the courage to press on or one more reason to give up.


When I was fourteen, my family moved from Nebraska to Texas. It was the middle of my ninth-grade year. Junior high is always an awkward time, but the move during this critical year made it even more difficult.