The title is "how to manage unruly clients". If your relationship with a client, or clients, is "unruly" don't worry, they won't be around much longer. However the 5 tips the author gives are the cornerstones of RMI.

1) Listen
2) Educate
3) Communicate
4) Focus
5) Make the Case

We do these every day. It keeps away "unruly clients".