How do I handle difficult clients? I think if you listen to them, if you let them know you hear them, if you agree with them, even though you may not agree with them in the long run, but at least at the present time, agree with them and help them to hear themselves, repeat what you're hearing so that they know that you've heard them. And just sympathize with them in some way. It usually calms them down and works real well. It works well in the funeral business. And the idea is don't react to act and always be in that positive action mode.