Demanding clients who require a lot of time and energy are more than a drain on your patience. They can also affect your professionalism and your bottom line.

Some clients may complain loudly about disappointing investment returns. Others may call daily demanding account updates and changes to their portfolios. Others still might expect too-frequent in-person meetings. Maybe they have difficult personalities. Or maybe they don’t know what’s expected of them.

“When clients get demanding,” says Rosemary Smyth, owner of Victoria-based Rosemary Smyth and Associates, “you get stressed, and usually that’s when mistakes happen.”

Here are five ways to get tough situations under control:

1. Remain professional
Reacting to an angry or frustrated client with anger or frustration of your own will not help.

First, note whether the behavior is consistent with the client’s personality — or, is he or she reacting to a unique situation? Is the client upset over a singular event, such as a smaller-than-expected tax refund?

If the client’s behavior is situational, then, acknowledge his or her feelings, Smyth says, and let them vent. Follow up with a plan to help resolve the issue.

2. Set boundaries
Perhaps you have clients who tend to pop in unannounced or demand your services immediately prior to important deadlines such as RRSP time. Try to help them while making it clear that that is not your typical procedure.

“Make suggestions about ways they can change their behaviour,” Smyth says.

If a client has come in without an appointment, see them if you are free. But explain that it is best to make an appointment next time because you are not always instantly available.

If you are busy, have your assistant explain this and make an appointment.

3. Do not avoid the client
It can be tempting to leave a problem client’s messages unanswered. However, that neglect will likely compound the client’s anger, and reflect poorly on your level of service.

Respond to phone calls and messages in a timely manner, but also set realistic expectations on how quickly you can do so.

For example, if you are often tied up in meetings or do a lot of travelling, inform the client that you cannot always get back to them immediately.

4. Communicate your services clearly
Don’t expect clients to automatically understand your working style. If you have clients whom you feel expect too much all at once, explain how you prefer to do things and how it will benefit them as well.

Some advisors have clients who call with several questions they want answered immediately. Explain to these clients that if they send their questions to you by email, you can research them and provide thorough answers at your next appointment. Your preparation will make that meeting run smoothly and will save your clients time.

5. Decide whether your client is a good fit
If your client refuses to take your suggestions and the demanding behaviour is consistent (as opposed to situational), it may be time to ask whether you should maintain the relationship.

You can also include your team on this discussion, as it is probable that client also takes up a lot of their time.