You’re dealing with a client who’s resistant to change. How can you get them on board?

1 Understand their perspective

The first step is to empathize with your client and understand why they are resistant to change. Maybe they have budget constraints, security concerns, or emotional attachments to their current environment. Maybe they are afraid of losing control, facing uncertainty, or disrupting their routines. Try to listen actively, ask open-ended questions, and acknowledge their feelings and opinions. This will help you build rapport and trust, and show that you are not trying to impose your agenda, but rather to find the best solution for their needs and goals.

2 Educate them gently

The next step is to educate your client about the benefits of change and the drawbacks of staying the same. You can use facts, data, examples, or testimonials to demonstrate how your proposed design can improve their efficiency, productivity, comfort, or well-being. You can also show them how their competitors, peers, or customers are adopting similar changes and gaining an edge. However, be careful not to overwhelm them with too much information, jargon, or pressure. Instead, use simple language, visual aids, and stories to make your points clear, relevant, and engaging.

3 Involve them in the process

The third step is to involve your client in the design process and give them some ownership and input. You can invite them to share their feedback, preferences, or suggestions, and incorporate them into your design whenever possible. You can also show them different options, scenarios, or prototypes, and let them choose or test them. This will help them feel more comfortable, confident, and invested in the outcome. It will also reduce the risk of surprises, misunderstandings, or conflicts later on.

4 Address their objections

The fourth step is to address any objections or concerns that your client may have about the change. You can anticipate some of the common ones, such as cost, time, quality, or reliability, and prepare your responses in advance. You can also use positive framing, such as highlighting the value, benefits, or opportunities of the change, rather than the problems, risks, or challenges. You can also use social proof, such as showing how other clients have successfully implemented the change and achieved their desired results. Finally, you can use incentives, such as discounts, guarantees, or bonuses, to motivate them to take action.

5 Support them through the transition

The final step is to support your client through the transition and ensure that they are satisfied with the change. You can provide them with clear instructions, guidance, or training on how to use, maintain, or adapt to the new environment. You can also follow up with them regularly, monitor their progress, and address any issues or questions that may arise. You can also celebrate their achievements, thank them for their cooperation, and ask for their feedback or referrals. This will help them feel valued, appreciated, and loyal, and increase the chances of repeat business or referrals.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?