Step one: understand the source
Repeated requests, tense messages or vague dissatisfaction often come from a lack of visibility, not genuine bad faith. A client who can't see progress almost always becomes a more difficult client.
What helps in the moment
- Reply quickly, even if the reply is "I'll get back to you tomorrow with details", not silence.
- Be concrete about what's been done and what's next, not vague and merely reassuring.
- Document important decisions in writing, not just verbally.
When the problem is structural
If the same kind of tension shows up with multiple clients, the problem is probably in the process, not the people. A portal where the client can see the status themselves reduces the need for constant reassurance from you.
Bottom line
Most "difficult" clients become easy to manage once they have real visibility. Invest in clarity before you invest in extra patience.