Clients with stubborn choices

Q. How should one handle working with a client that chooses to handle all conflicts via email?

I assume that you have explicitly tried to talk to the client in person or on phone... with minimal or no results. I also assume that the client is important to you / your business and that you are willing to invest what it takes to improve your relationship in a professional, ethical and legal manner.

For the moment, I recommend that you continue to use the client's preferred mode of conflict resolution (email in this case) while consistently yet gently nudging the client to an alternate mode/s of your choice.

At the same time, do a proper RCA (Root Cause Analysis) to understand why the client behaves this way. Some critical questions to consider are:

1. Are there other modes of resolution being used besides emails, by specific individuals and/or teams at the client's end... maybe occasionally?
2. Is this behavior displayed by a specific individual or a group of individuals / department at the client's organization?
3. Is this mode of conflict resolution noticed while your client interacts with an individual, or with a specific team within your organization?
4. Has this always been the client's preferred mode or has it changed lately?
5. You say 'all' conflicts, but is that really true? Is there a pattern in the nature and severity of conflicts being dealt with strictly via emails?
6. Does this client behave only with you in this way?
7. How important are you to the client in question?

Answers to these questions, should lead to further related questions till you reach the end of the rabbit hole.

Good luck !

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