Unsure what I can do to assist in this situation - can anyone give some tips?
I have a situation where my report is being bombarded by a "squeaky wheel" client - the client does not follow any of the normal procedures as to how to brief work to us, but rather, leaves matters to the last minute and then phones, emails and appears at my staff member's desk, within the space of 30 seconds.
My staff member raised this as an ongoing problem via 1:1's, and I've made it clear that this means of engaging us is not acceptable, and that I 100% support my staff member in "pushing back", either by a direct conversation asking for a change in behaviour, or indirectly by simply not dropping things to help this particular person.
We have a case study brewing today - my staff member will be on leave from tomorrow, and has a full plate. Shortly after he stepped out for a meeting this morning, the client arrived at my office asking whether my staff member was here today "because I've phoned and emailed him". He didn't introduce himself nor respond to a polite enquiry whether I could help.
My staff member has (via 1:1) agreed to take some action to curtail the behaviour, backed by me saying if he gets no joy I will raise it at a much more senior level as an example of ineffective engagement.
Is this the right thing to be doing? Are there other steps I should take?
In particular, I feel almost hypocritical in directing my report on this, because I myself struggle with those kind of difficult clients. Although I quite openly admit to my direct that I find those situations difficult, I have a residual sense of "management guilt" that because it's a tough one, I should intervene - even though I know that's not going to help my staff member grow.