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You're working with a difficult client. How can you get them to see your point of view?

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Working with a difficult client can be frustrating and stressful, especially if they seem to ignore or reject your professional advice. However, as an economist, you have valuable insights and skills that can help them achieve their goals and solve their problems. How can you get them to see your point of view and trust your expertise? Here are some tips to help you communicate effectively and persuade your client to listen to you.

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Doris Greinert

Unternehmerin | #selbstvorsorgerin | Vertrieblerin | LinkedIn Expertin | Digitale Innovationsmanagerin | Social Founder…
Aqeel Muhammad Raza

Commercial Banking@ RBC Bank | Banking and Finance
samia torky

expert in monetary policy

1 Understand their needs

The first step is to understand what your client wants and why they hired you. What are their objectives, expectations, challenges, and constraints? What are their pain points and priorities? How do they measure success and value? By asking these questions, you can show your client that you care about their situation and that you are not just imposing your own agenda. You can also identify any gaps or misunderstandings between your perspectives and align them with your client's needs.

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Doris Greinert

Unternehmerin | #selbstvorsorgerin | Vertrieblerin | LinkedIn Expertin | Digitale Innovationsmanagerin | Social Founder | Community Lover ??
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Meiner Erfahrung nach ist Empathie der entscheidende Faktor, um die Bedürfnisse in einer Beratung gut zu verstehen. Was m?chte der Kunde wirklich? Was ist das Grundbedürfnis, dass durch die Beratung befriedigt ist. Bei Frauen und der Beratung ist es oft Sicherheit. Daher senke ich die emotionale Einstiegshürde, um an mehr Frauen in der Beratung zu kommen und sie bedürfnisgerecht zu beraten. Meine ersten Fragen sind: Dreams & wishes. Was haben Sie mitgebracht? An Fragen oder Wünschen.

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samia torky

expert in monetary policy
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The first step is to understand what your clients want, what are their objectives, expectations, challenges and constraints. Empathy skills can help you understand the clients feeling and intention and respond accordingly. If you want to better understand the client's point of view, try to asking questions, clarifying their needs, this can help them to know your desire to make it right and allow them to relax knowing you want to help. You can also identify any gaps or misunderstanding your perspective and align them with your client's needs.

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Ciprian Bratu, Chartered MCSI

I Help Busy Executives Achieve Financial Freedom with Bespoke Financial Planning & Advice
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Understanding your client's needs is paramount. Start by grasping their objectives, expectations, challenges, and constraints. Delve into their pain points, priorities, and how they gauge success and value. This approach demonstrates genuine concern for their circumstances and ensures you're not merely imposing your agenda. By aligning your perspectives with their needs, you bridge any gaps and foster a collaborative relationship.

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Rishi Basak

Climate and sustainability leader | International consultant | Advisory Board member
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Understand their position and the context in which they developed that position. Is their disagreement stemming from a difference in values or beliefs? Is it based on their different academic background? Do they have better/different data on which they are basing their idea? Perhaps the client has issues that are interpersonal in nature. Is there a clash in styles/personalities? Are your points of view supported by compelling evidence and stories?

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Daniel Gómez Ortíz

Líder Estratégico en Transformación Digital y Análisis de Datos para Líderes Empresariales con integración de inteligencias sostenibles y sustentables apoyadas de Relaciones Públicas Comerciales rentables
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Investiga a fondo las preocupaciones y objetivos del cliente. Por ejemplo, si estás vendiendo un producto, analiza su historial de compras para entender sus preferencias. Además, según Harvard Business Review, comprender las necesidades del cliente puede aumentar las ventas en un 30%. Utiliza encuestas en línea con herramientas como Google Forms o SurveyMonkey para recopilar información sobre las necesidades y preferencias del cliente de manera estructurada y eficiente.

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2 Build rapport and credibility

The second step is to build rapport and credibility with your client. This means establishing a positive and respectful relationship, where you listen actively, empathize, and acknowledge their concerns and opinions. You also need to demonstrate your competence and authority, by showing your credentials, experience, and achievements. You can also use testimonials, case studies, or references from previous or current clients who have benefited from your services. By building rapport and credibility, you can increase your client's trust and confidence in you.

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Ciprian Bratu, Chartered MCSI

I Help Busy Executives Achieve Financial Freedom with Bespoke Financial Planning & Advice
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Building rapport and credibility with your client is crucial. Foster a positive and respectful relationship by actively listening, empathizing, and acknowledging their concerns and opinions. Demonstrate your expertise and authority by showcasing your credentials, experience, and past successes. Testimonials, case studies, and references from satisfied clients can further bolster your credibility. Establishing trust and confidence through rapport and credibility lays a strong foundation for effective collaboration.

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Daniel Gómez Ortíz

Líder Estratégico en Transformación Digital y Análisis de Datos para Líderes Empresariales con integración de inteligencias sostenibles y sustentables apoyadas de Relaciones Públicas Comerciales rentables
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Establece una comunicación abierta y honesta. Según una encuesta de Edelman Trust Barometer, el 81% de los clientes confían en las marcas en las que pueden confiar. Por lo tanto, muestra tu experiencia y conocimiento para ganar la confianza del cliente. Utiliza plataformas de gestión de relaciones con el cliente (CRM) como HubSpot CRM o Zoho CRM para mantener un registro de todas las interacciones con el cliente, lo que te permite personalizar tu enfoque y fortalecer la relación.

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Denis Milton R.

Professional in the Ministry of Foreign Trade and Tourism | Student of International Business at the Technological University of Peru (UTP)
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Construir una buena relación y credibilidad es clave para ganarse la confianza del cliente y mostrarle que estamos dispuestos a colaborar y resolver los problemas juntos.

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3 Explain your reasoning and evidence

The third step is to explain your reasoning and evidence for your recommendations or solutions. This means using clear, concise, and relevant language, avoiding jargon, acronyms, or technical terms that your client may not understand. You also need to provide logical and factual support for your arguments, using data, analysis, models, or examples. You can also use visual aids, such as graphs, charts, or diagrams, to illustrate your points and make them easier to comprehend. By explaining your reasoning and evidence, you can show your client that you are not just making assumptions or guesses, but that you have a solid and rational basis for your advice.

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Ciprian Bratu, Chartered MCSI

I Help Busy Executives Achieve Financial Freedom with Bespoke Financial Planning & Advice
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The third step involves elucidating the rationale and substantiating your recommendations or solutions with clear, concise language devoid of technical jargon. Present logical and fact-based arguments supported by data, analysis, or pertinent examples. Visual aids like graphs or charts can enhance comprehension. This approach assures your client that your advice is founded on solid reasoning and evidence, fostering trust and confidence in your expertise.

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Daniel Gómez Ortíz

Líder Estratégico en Transformación Digital y Análisis de Datos para Líderes Empresariales con integración de inteligencias sostenibles y sustentables apoyadas de Relaciones Públicas Comerciales rentables
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Presenta argumentos claros respaldados por datos concretos. Por ejemplo, menciona estudios de casos similares donde tu solución ha demostrado ser efectiva. Según Forbes, el 76% de los clientes están más dispuestos a comprar si se les ofrece datos que respalden una afirmación. Crea presentaciones impactantes utilizando herramientas como Canva o Prezi para visualizar datos y estadísticas relevantes de manera atractiva y fácil de entender.

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Cynthia Parker

Retired - Professor - Economics at Chaffey College
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Economists need to be able to communicate complex concepts as simply and clearly as possible to clients (most of whom lack training in economics). I find that story telling and examples can help.

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Md. Imteaz Uddin Abir

Educator
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While working with a difficult client, it is expected that you must have the clear knowledge of that negotiation sho that you can convince the client by answering his/her concerns. By doing so, it would be clear to him/her that you are not only capable of doing the work but also a great manager.

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Denis Milton R.

Professional in the Ministry of Foreign Trade and Tourism | Student of International Business at the Technological University of Peru (UTP)
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Explicar nuestro razonamiento y presentar evidencias nos ayuda a demostrar nuestra lógica y justificar nuestras decisiones, lo cual puede convencer al cliente de nuestra posición.

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4 Address their objections and concerns

The fourth step is to address your client's objections and concerns. This means anticipating and acknowledging any potential or actual resistance, criticism, or questions that your client may have about your recommendations or solutions. You also need to respond calmly, respectfully, and confidently, without being defensive or aggressive. You can use techniques such as reframing, counter-arguments, concessions, or alternatives, to overcome or mitigate your client's objections and concerns. You can also use positive feedback, compliments, or incentives, to reinforce or motivate your client's acceptance and action. By addressing their objections and concerns, you can show your client that you are not ignoring or dismissing them, but that you are listening and understanding them.

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Daniel Gómez Ortíz

Líder Estratégico en Transformación Digital y Análisis de Datos para Líderes Empresariales con integración de inteligencias sostenibles y sustentables apoyadas de Relaciones Públicas Comerciales rentables
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Escucha activamente las preocupaciones del cliente y aborda cada una de ellas de manera profesional. Por ejemplo, si un cliente expresa inquietudes sobre el costo, ofrece un análisis detallado del retorno de la inversión (ROI). Según SalesForce, el 70% de los compradores están más dispuestos a comprar si se resuelven sus objeciones. Utiliza herramientas de chat en vivo como Tawk.to o LiveChat para brindar soporte instantáneo y resolver las objeciones del cliente en tiempo real.

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Denis Milton R.

Professional in the Ministry of Foreign Trade and Tourism | Student of International Business at the Technological University of Peru (UTP)
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Atendiendo a sus objetivos e inquietudes muestra que estamos interesados en su bienestar y que queremos llegar a un acuerdo mutuo.

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5 Involve them in the process

The fifth step is to involve your client in the process. This means giving them a sense of ownership and control over the outcome, by soliciting their input, feedback, or suggestions. You also need to respect their preferences, values, and constraints, by adapting or customizing your recommendations or solutions to fit their situation. You can also use collaboration, co-creation, or consultation, to engage your client in the decision-making or implementation process. By involving them in the process, you can show your client that you are not dictating or imposing your advice, but that you are working with them as a partner and a facilitator.

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Daniel Gómez Ortíz

Líder Estratégico en Transformación Digital y Análisis de Datos para Líderes Empresariales con integración de inteligencias sostenibles y sustentables apoyadas de Relaciones Públicas Comerciales rentables
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Invita al cliente a participar en la toma de decisiones y trabajar en conjunto para encontrar la mejor solución. Por ejemplo, organiza reuniones de revisión periódicas para discutir el progreso y ajustar el enfoque según sus comentarios. Según McKinsey, las empresas que involucran a los clientes en el proceso de desarrollo de productos tienen un 33% más de probabilidades de ver un crecimiento rápido de los ingresos. Utiliza plataformas de gestión de proyectos como Trello o Asana para colaborar con el cliente en el desarrollo y seguimiento de tareas, lo que fomenta la transparencia y la participación.

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Denis Milton R.

Professional in the Ministry of Foreign Trade and Tourism | Student of International Business at the Technological University of Peru (UTP)
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Involucrarlos en el proceso les hace sentir parte del equipo y les da la oportunidad de compartir ideas y opiniones, lo cual puede mejorar la calidad de la decisión final.

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6 Follow up and follow through

The sixth step is to follow up and follow through with your client. This means keeping in touch and communicating regularly, by updating them on the progress, results, or impacts of your recommendations or solutions. You also need to deliver on your promises and commitments, by meeting the deadlines, quality standards, and expectations that you agreed on. You can also use evaluation, feedback, or testimonials, to measure and demonstrate the value and benefits of your services. By following up and follow through, you can show your client that you are not abandoning or forgetting them, but that you are supporting and satisfying them.

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Denis Milton R.

Professional in the Ministry of Foreign Trade and Tourism | Student of International Business at the Technological University of Peru (UTP)
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El seguimiento y seguimiento son fundamentales para mantenerse actualizados sobre cómo está avanzando el proyecto y si hay algún problema que requiera atención urgente.

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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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Aqeel Muhammad Raza

Commercial Banking@ RBC Bank | Banking and Finance
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To show empathy towards their concerns: Acknowledge their feelings and perspectives. Use phrases like "I understand how you feel" or "That must be frustrating." Reflect back what they've said to demonstrate understanding. Avoid being dismissive or judgmental. Express genuine concern for their experience and willingness to help find a solution.

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Francisco Martínez Márquez

Asesor Financiero de inversiones | Experiencia en Banca Privada | Linkedin Top Voice
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El objetivo nunca debe ser que entienda tu punto de vista, sino que entienda la mejor solución a sus necesidades. Desde mi perspectiva como gestor de patrimonios, primero debo conocer exactamente la situación del cliente desde la óptica financiera y fiscal. Qué es lo que está buscando y cuáles son sus preferencias y restricciones. A partir de aquí, construyo la mejor solución y se la explico de forma objetiva y transparente. Esto es lo que el cliente debe entender, y los argumentos y razonamientos que me han llevado a ofrecer esa solución. Pero el objetivo nunca debe ser que entienda mi punto de vista. Esto podría conducir a anteponer intereses personales y como consecuencia, aflorar conflictos de interés.

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Parag Aggarwal

Chartered Wealth Manager (Associate Partner, BlueFort Financial) | Angel Investor & Investment Council Member (@Venture Catalysts VC Fund)| MBA, IIM Lucknow'2011
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Sometimes, if the client is being unnecessarily tough, being illogical, or unwilling to communicate, the last option might be to just stop and take a step back. Just accept what they are saying instead of arguing/explaining, and move on. Need to know where to draw the line.

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Mohamed El Saraf

Banker
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Hello Aqeel You have to use my tactics technique that we did earlier with our difficult clients You are the master of handling clients You are a great person I have been working with him Wish you all the best and success Mohamed Elsaraf

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Dhwani Naik

??Global HR Officer @iProbono | Economics Grad @Concordia | Follow me to 2x your impact at the workplace with actionable career advice & HR insights.
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It's my opinion that a gamut of psychological and communication driven approaches can be utilised. 1. 360-Degree Feedback Process: Implement a feedback process gathering input from clients to highlight areas of alignment and divergence in perspectives. 2. Visual Representation: Create a visual representation, such as a mural or infographic, that illustrates your perspective in a creative and engaging way. 3. Game-based Simulation: Develop a customized simulation that simulates the challenges and decisions involved in your project. The client can understand your perspective more thoroughly. 4. Outdoor Retreat: Take your client on an outdoor retreat or nature walk. Use this opportunity to discuss your viewpoints in an informal setting.

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You're working with a difficult client. How can you get them to see your point of view?

1

2

3

4

5

6

7

1 Understand their needs

2 Build rapport and credibility

3 Explain your reasoning and evidence

4 Address their objections and concerns

5 Involve them in the process

6 Follow up and follow through

7 Here’s what else to consider

Economics

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You're working with a difficult client. How can you get them to see your point of view?

1

2

3

4

5

6

7

1 Understand their needs

2 Build rapport and credibility

3 Explain your reasoning and evidence

4 Address their objections and concerns

5 Involve them in the process

6 Follow up and follow through

7 Here’s what else to consider

Economics

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