I’ll never forget my first requirements discussion with *Jennifer. We were explaining a new system our team was going to implement to replace one her company had been using for many years, and to say she was less than thrilled is an understatement. Having offered the best solution, QuestMark was the winning bidder on this specific project. As such, Jennifer did not really have much input in the selection process for a new system. Throughout our conversations, our team would reassure her that she would receive training and help on the new system, and that in many ways it would be easier than what she’d been using. The frustrated responses that consisted mostly of ‘I really doubt it’ told us that we were in for some intense resistance throughout the project.
Change is difficult, and often, clients don’t like it. This is especially true when a new system is introduced after years of trusting another one, or new practices are started when others have been in place for years.
When this happens, you will more than likely get resistance – even frustration – from clients during the transition. It is important to keep in mind that changing habits take time and patience for both sides.
There are some helpful guidelines to remember when working with a client during a difficult transition.
- When you encounter resistance, slow the pace. Trying to go too fast is only likely to create resistance.
- Focus on the details. Details create options and solutions.
- Work with the client to understand the reason for resistance.
- Always treat the resistance with respect. Your client needs to be assured that you respect their resistance and sometimes the need to take things a bit slow.
- Set realistic expectations. Be honest with your client about the effort it’s going to take for the transition. If training is needed, provide it. Sometimes more than one training session will be needed.
- Always maintain open communication.
Fortunately, in my experience with Jennifer, I was able to lean on many of these guidelines throughout our project. Today Jennifer not only likes the system we implemented for her company, she even brags about it to others, and our contract with her organization has been renewed for several more years.
Whether or not your project – and therefore your client relationship – is long or short term – it is important to remember that building a strong relationship is critical. Being able to provide exceptional and innovative customer service is fundamental for building valuable client relationships. The client’s overall experience is essential for a company’s long-term growth and development. Communicating successfully with clients will increase client retention, client satisfaction, and referrals.
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*Client name changed for privacy.
