If you do this job long enough you’re going to run into some personality conflicts. Some of these can be fatal to your career if you aren’t careful. Most people create a narrative where they are the hero and the other guy is the jerk, but none of that matters if the other guy/girl is important to your career.
Let’s first operate on the idea that the client is the jerk. Yes, it does happen. This person runs a business unit that consumes your technology and you just can’t make them happy. Maybe they question your numbers. Maybe they just don’t think they are getting enough for the money. This happens all the time. But you just can’t throw up your hands. If the client doesn’t trust your numbers, it’s on you to win that trust. No whining, that’s the job. If they are the type that waits until a meeting to question you, it’s time to start having mini meetings in advance to flush out their concerns. If the problem is that you aren’t telling a compelling story, it’s time to sit down with them to understand what they want to hear. Remember, the numbers are important, but the story is more important. If you have to eat some crow to understand your client better, it’s a worthy investment. If your client is questioning value, this is a great problem to solve. Go find a similar application in the market. Bring the provider in and involve the client. Understand not just the cost of the application, but also the implementation and support costs. Be prepared to pivot if it makes sense. Don’t have a predisposed point of view. Show value or move to a solution that does.
What if you’re the jerk? If you’re from New York like me, that’s possible. First step of correcting this problem is admitting the issue. That’s not easy. Everyone likes to assume they’re correct. But it’s not about being correct. It’s about finding a commonality. You’re going to need to find a way to reset the relationship. Take the client out to lunch or a beer. Understand what makes them tick and stop being an asshole. It’s easy to get huffy in meetings. It’s harder when you know their kids names. What are you waiting for? This type of capital will make the situation better for everyone.
Making relationships is vital to your career and to getting things done in the organization. Don’t let your pride, or your attitude, get in the way.