You’re working with a client who is resistant to change. How can you convince them to try something new?

One of the key steps that I have seen firms (even the top 4) get wrong. Sometimes it's down to sending the wrong team to understand the problem, not having an SME in the room who can see or relate to the issues etc. It is key to build trust with the client especially those who resist change. Utilize Emotional intelligence techniques to actively listen to the client. Provide change management strategies that builds trust, e.g. if implementing a digital solution for a client who lives and breaths Excel all their career, offer a intermediary step that will enhance their excel setup using the digital solution that will ultimately retire the excel solution. Make it a true collaboration and be consistent in communicating changes and seek feedback

Hay una estrategia que parece mágica y es el escuchar atentamente el cliente, permite que hable y exprese sus pensamientos, emociones y temores, y en lo que diga es muy probable que te entregue la respuesta que buscas, permite que el cliente llegue a la conclusión por el solo, haciendo preguntas y cuestionamientos que promuevan en el cliente una solución por le apoyo que se ofrezca, de esa manera sentirá que es una decisión de él y no una imposición nuestra.

Acknowledging that resistance to change is a common human reaction sets a solid foundation for discussions. It's important to engage with clients from their perspective, aiming to understand their views and concerns. Highlighting the benefits of change through practical examples and emphasizing how these changes align with their goals can encourage a more open mindset. There are various methodologies for managing change, such as Lewin's Three-Step Model and Kotter's Eight-Step Model, along with contemporary approaches like ADKAR. These frameworks can provide structured guidance on how to effectively navigate through the change process, offering tools and strategies that can be customized to fit the unique context of each client's situation.

La comunicación clara y asertiva es fundamental para crear interés, realiza un exposición con toda la información pero con el lenguaje del cliente, incluye todos los beneficios y los riesgos y el plan que se tiene para mitigar los riesgos, con eso demuestras un dominio en el tema y que eres el profesional adecuado para la tarea.

With a client who is particularly resistant to change, I take the storytelling route to get them involved. I tell a story about one of my clients (real, or even imaginary, at times) and how they were facing a quite similar predicament. I then tell them how I helped them overcome the challenges with some changes I want to propose to this client. This process tends to get them interested and involved and they start to ask specific questions. I come up with answers and options on the fly. By the end of such a discussion, they have their own version of the solution, but largely based on the changes that I wished to propose in the first place. With the ownership of the solution they are now eager to have those changes implemented. Win-Win!

Involving clients in the change process without a clear management system can amplify risks. Without structured oversight, the process can divert resources from current operations, leading to imbalances between maintaining business as usual and introducing changes. This situation may result in oversaturation with initiatives, competition among changes, and neglect of strategic priorities due to a lack of clear prioritization and understanding of the impact of these changes on each other and the organization as a whole. Effective change management should therefore include mechanisms to monitor and integrate client involvement, ensuring that their contributions enhance rather than complicate the change process.

Los cambios son casi imperceptibles si se hacen de a poco y con participación de todos los involucrados constantemente, involucra al cliente en todo, de esa manera cualquier aspecto sea positivo o negativo en el proyecto será el resultado de las decisiones en conjunto y el aprendizaje será mutuo

To convince a resistant client to try something new, use coaching and mirroring. Build trust, listen actively, and empathize with their concerns. Identify the reasons behind their resistance and highlight the benefits of change. Challenge the underlying assumptions. Facilitate the group conflicts to bring out the fears. Share success stories and use mirroring techniques to create rapport. Frame change as growth, set realistic goals, provide ongoing support, and monitor progress. Adapt your coaching approach as needed

We should emphasize the importance of not just implementing changes but also effectively monitoring their progress and outcomes. Many organizations lack concrete indicators for their involvement in implementing changes or projects, often relying solely on basic project metrics. These metrics might record project results but fail to capture their impact on company operations, a challenge compounded by the subjective nature of evaluation and the complexity of measuring effect chains and the distribution of change outcomes.