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How can you build rapport with clients who are not comfortable with new technology?

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As an HR consultant, you may encounter clients who are not comfortable with new technology, such as online platforms, tools, or software. This can pose a challenge for your communication, collaboration, and service delivery. How can you build rapport with clients who are not comfortable with new technology and help them overcome their fears or frustrations? Here are some tips to consider.

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Dr. Khalid Khan

Assistant Professor of Human Resource Management, Dx (Digital Transformation) consultant
Mahlatse Ndabane

Regional Sales Manager (Sub-Saharan Africa) - UD Trucks Southern Africa (Pty) Ltd Customer Enthusiast
Coralie Becquart

1 Understand their needs and preferences

The first step to building rapport with clients who are not comfortable with new technology is to understand their needs and preferences. Ask them what they want to achieve, how they like to communicate, and what their current challenges are. Listen actively and empathetically to their concerns and expectations. Avoid making assumptions or judgments about their level of tech-savviness or willingness to learn. Show respect and appreciation for their perspective and experience.

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Mahlatse Ndabane

Regional Sales Manager (Sub-Saharan Africa) - UD Trucks Southern Africa (Pty) Ltd Customer Enthusiast
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There’s always someone that’s close to main client as an advisor, employee, friend or even a consultant that normally is trusted the art of identifying that contact makes it easier for the main client to understand and cope well with new technology because that particular person at leisure is able to make things easy for the main client to understand and be at ease and free to make mistakes or even show that they are learners without hassles - warm calls in short makes the whole process warmer

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2 Demonstrate the value and benefits of technology

The second step to building rapport with clients who are not comfortable with new technology is to demonstrate the value and benefits of technology for their goals and needs. Explain how technology can help them save time, money, or resources, improve their performance or productivity, or enhance their experience or satisfaction. Use simple and clear language and avoid jargon or technical terms. Provide examples or testimonials of how technology has helped other clients or similar situations. Highlight the positive outcomes and opportunities that technology can offer.

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Mahlatse Ndabane

Regional Sales Manager (Sub-Saharan Africa) - UD Trucks Southern Africa (Pty) Ltd Customer Enthusiast
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Technology is broad and vague and there’s too much of it Identification of a basic one (technology) which exactly what the client needs is very key One of the biggest mistakes that most tech companies do they oversell and their products under perform because of the sophistication

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3 Offer guidance and support

The third step to building rapport with clients who are not comfortable with new technology is to offer guidance and support. Don't expect them to master technology overnight or on their own. Provide them with easy-to-follow instructions, tutorials, or demos on how to use the technology. Check in regularly and ask for feedback or questions. Be patient and responsive to their needs and challenges. Acknowledge their efforts and progress and celebrate their achievements. Encourage them to practice and experiment with the technology and learn from their mistakes.

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Coralie Becquart
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?? Adopt a pedagogical attitude Depending on the level of technological appetence : - develop documentation - provide training - regularly consult your customers on their level of autonomy And most important, identify the most frequently asked questions, so you can change and adapt your training methods.

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Amanda M Pereira

Suporte ao Aluno | Customer Success | Customer Experience | Assistência à Infoprodutores
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Oferecer treinamentos é uma ótima maneira de contribuir e gerar relacionamento com clientes que n?o se sentem confortáveis com novas tecnologias. é natural do ser humano estranhar coisas novas e n?o seria diferente quando o assunto é tecnologia, mas é possível avan?ar quando as pessoas s?o tratadas com humanidade e com a oportunidade para aprender.

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4 Adapt to their pace and style

The fourth step to building rapport with clients who are not comfortable with new technology is to adapt to their pace and style. Don't rush them or pressure them to use technology that they are not ready or comfortable with. Allow them to go at their own speed and level of comfort. Respect their preferences and boundaries and offer alternatives or options when possible. For example, if they prefer to communicate by phone or email rather than by video call or chat, accommodate their choice and explain the benefits of the other modes. If they prefer to use a familiar or simple tool rather than a new or complex one, respect their decision and explain the limitations or drawbacks of the former.

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5 Build trust and rapport

The fifth step to building rapport with clients who are not comfortable with new technology is to build trust and rapport. Don't let technology become a barrier or a source of conflict between you and your clients. Instead, use technology as a means to enhance your relationship and collaboration. Show your clients that you care about them and their success, not just about the technology. Express your interest and curiosity about their work and personal life. Share your own stories and experiences with technology, both positive and negative. Be honest and transparent about your own challenges and limitations with technology. Show your enthusiasm and passion for your work and for helping your clients.

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6 Learn and improve

The sixth and final step to building rapport with clients who are not comfortable with new technology is to learn and improve. Technology is constantly changing and evolving, and so are your clients' needs and expectations. Don't settle for the status quo or become complacent with your skills and knowledge. Seek feedback and suggestions from your clients on how to improve your service and communication. Keep yourself updated and informed on the latest trends and developments in technology and your industry. Explore new and innovative ways to use technology to add value and delight your clients.

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Dr. Khalid Khan

Assistant Professor of Human Resource Management, Dx (Digital Transformation) consultant
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I think the most important way to deal with technology averse clients is to demystify technology. Many consultants try to impress their clients with technical jargons, where as the emphasis should be on how a solution would solve their problems and help them to take advantage of emerging technology

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7 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?

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How can you build rapport with clients who are not comfortable with new technology?

1

2

3

4

5

6

7

1 Understand their needs and preferences

2 Demonstrate the value and benefits of technology

3 Offer guidance and support

4 Adapt to their pace and style

5 Build trust and rapport

6 Learn and improve

7 Here’s what else to consider

HR Consulting

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How can you build rapport with clients who are not comfortable with new technology?

1

2

3

4

5

6

7

1 Understand their needs and preferences

2 Demonstrate the value and benefits of technology

3 Offer guidance and support

4 Adapt to their pace and style

5 Build trust and rapport

6 Learn and improve

7 Here’s what else to consider

HR Consulting

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