Dealing with a client stuck in their ways. Are you prepared to adapt your communication methods?
When a client is resistant to change, tailor your approach for better outcomes. Here are strategies to try:
How have you successfully navigated a client's resistance to change?
Dealing with a client stuck in their ways. Are you prepared to adapt your communication methods?
When a client is resistant to change, tailor your approach for better outcomes. Here are strategies to try:
How have you successfully navigated a client's resistance to change?
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You know, you don't have to change things all the time. If you have a client that likes hard copy, there may be good reason. Sometimes clients like a call to say to check their emails. If you're in a service based environment... Provide the service. Making things easier for the client is not about you...
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Understand their perspective and concerns fully before suggesting changes. If they prefer phone calls over emails, or vice versa, adapt to that preference. Mirroring their style can help bridge the gap.
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In this situation, you need to focus on asking the right questions. Get specific—ask customers what nearly stopped them from buying, what made them hesitate. Then, look for patterns and use that insight to make small, targeted improvements. Listening is key, but acting on those insights is what moves the needle. Make feedback part of your routine, not a one-time thing.
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Understand Their Perspective: Take time to listen actively to their concerns and preferences. Understanding their viewpoint can help you tailor your communication style. Build Rapport: Establish a trusting relationship by finding common ground. Use positive language and show empathy to make them feel valued. Be Patient: Change can be difficult for some clients. Approach conversations with patience, allowing them to express their thoughts without interruption. Offer Clear Alternatives: Present your ideas as options rather than demands. Use data and examples to illustrate the benefits of adapting while respecting their established practices.
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When dealing with a client stuck in their ways, it’s tempting to adapt to their preferred methods, but there’s a fine line between flexibility and losing control. I once had a client from the FMCG market who preferred managing approvals via WhatsApp. While I’m process-driven and prefer keeping things streamlined, my manager urged me to go along to avoid delays. We bent over backward to please the client, but it led us into trouble. The lack of formal communication came back to haunt us during a legal issue, leaving us exposed due to verbal approvals. Adapt when needed, but not at the expense of key protocols. Flexibility is vital, but so is protecting your process and keeping a clear record.
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