What do you do if your client's decision-making is not influenced by logical reasoning?

Mirroring a client's emotions can be a powerful tool to build rapport. It shows understanding and encourages them to open up, making it easier to explain logic and rationale. However, it's crucial to do so authentically to avoid appearing insincere.

I experience this in recording sessions with clients. Particularly when the product owner is involved. It's personal for them. Their baby. They may have particular tone or feel in mind, but if it doesn't match up with the messaging or current market trends, steering them in the right direction is a delicate but necessary process. Yes, it's our job to give a client what they want, but it's also our job to make sure that their marketing is as effective as possible. Their opinions and feelings need to be considered, but YOU are the expert. Present them with options. Lead with theirs, land one in the middle and present yours third. Discuss the pros and cons for each. Your job is to educate them and help them make solid choices.

When logic takes a vacation, I bring it back with a souvenir of common sense! And when their decisions go off the rails, I conduct the 'Reality Check Express,' ensuring they're back on track.

The first thing to understand is that emotions are ALWAYS involved in decisions. Humans are emotional beings, and that is a good thing. If we were all emotionless robots, this world would be in a bad spot. I think the key is to understand what emotional motivations are involved in their decisions and interweave that with logical propositions that create positive actions that undergird their emotional desires. There is a needle to be threaded in every interaction, but when that is done properly, you create mutual understanding, respect, harmony, and intelligent decision making.

First - comprehension and reasoning - why, what is driving him / her away from the logical reasoning? What seems to be the barrier? Evaluate if his / her way can be potentially more impactful. If yes - to let be and go ahead with the decision and allow for deployment in the best possible manner. If not - present evidence / case studies / references of how the choice can impact the outcome. Finally if nothing works - allow for failure while putting in place mechanisms to measure / check and learn - fast failing and fast learning (provided the stakes aren't too high & the risk can be managed)!

Emotions do tend to interfere with good decisions. Especially when the decision maker is empathetic. One must try and steer your client in the direction that would make the best business sense for them and their interests.

It's essential to recognize that clients' decisions often stem from emotions rather than solely logical reasoning. For instance, if a client opts for a more expensive option despite its lack of practical benefits, it may be because they value prestige or status, driven by emotions like pride or a desire for validation. Understanding these underlying emotions allows us to tailor our approach accordingly.

I agree with above statement. Listening is greatest communication that help us to understand Client's perspective . If this is coupled with empathy, it helps to steer perspective towards balanced approach.

Sometimes business decisions need to be made without emotion. For instance I love animals, but if I adopted every animal that needed a home it would be a disaster. I would never have the time, space, or financials means to care for these animals. This would not be fair to the animals who would rely on me for food, care and love. Sometimes we can make a wrong decision when we rule by emotion. Yes we always want to have a heart but what is best the best decision for the business? If I was to make a bad decision (based on emotion) which negatively affected the business I would be harming myself, the business, the employees that work for the business as well as others who rely on our business.

Building rapport with clients is crucial, especially when their decisions seem illogical. By establishing trust and a strong connection, we create an environment where clients feel comfortable expressing their true motivations and concerns. For instance, by engaging in casual conversation or sharing personal anecdotes, we humanize the interaction and foster a deeper level of understanding.

Building a rapport with client needs to consistent beginning of business relationship which is key for symbiotic outcome. This indeed pivot especially in such decision outcome from client where one needs to handle appropriately for postive outcome.

Building a relationship is crucial to our clients. Without a relationship based on trust our clients may look elsewhere putting ourselves and our company at risk of losing a client.

Sometimes, clients' decisions may seem illogical because they are viewing the situation from a limited or biased perspective. By gently reframing their viewpoint, we can help them see alternative interpretations or possibilities. For example, if a client insists on a particular course of action despite its risks, we can highlight different angles or outcomes they may not have considered, broadening their perspective and encouraging more informed decisions.

I agree. Alternate approach suggestion is always helpful to steer forward the communication in stalemate situation. The key is as correctly pointed out in above statement, the alternate approaches should enable client to feel that they compliment Client's decision.

When faced with a client's decision based on emotions rather than logic, providing alternative options can be beneficial. By presenting choices that align with their underlying needs and preferences, we empower clients to make decisions that feel right for them. For instance, if a client is set on a particular solution but it's not feasible, offering alternative approaches that address their concerns can guide them towards a more suitable decision.

If you feel a client isn’t making logical decisions, it’s important to hear them out. From my experience working with small business owners, decisions are made with lots of emotion. Generally, their emotion stems from fear. Creating a safe place for them to feel heard can be a great way to gain trust and have reasonable conversations about what to do next. If you can cross that initially hurdle, you can begin to make decisions together using data and gut feel.

Validating clients' concerns demonstrates empathy and understanding, even when their decisions seem irrational. By acknowledging their emotions and addressing underlying fears or anxieties, we show that their feelings are valued and respected. For example, if a client is hesitant to proceed due to past negative experiences, validating their concerns by acknowledging the challenges they've faced can help alleviate their apprehensions and build trust.

Try and show them examples how some decisions can become mistakes by using a decision tree. A decision tree can help paint a picture of how decisions can have ramifications that are not wanted.

Si la toma de decisiones del cliente no está influenciada por el razonamiento lógico, es importante que adaptemos nuestro enfoque de comunicación. Estrategias a seguir: 1. Comprendamos sus valores y sentimientos. 2. No dependamos del argumentario habitual, utilicemos historias y ejemplos que conecten con sus emociones. 3. Presentemos opciones claras y concretas para que pueda tomar decisiones de manera más efectiva. 4. Utilicemos el poder de la influencia social. 5. Guiemos al cliente a reflexionar sobre su decisión haciéndole preguntas que lo lleve a considerar diferentes opciones. 6. Construyamos relaciones de confianza. Recuerda, cada cliente es único, así que es importante adaptar nuestro enfoque según sus necesidades / preferencias.

Very insightful points of view mentioned above. Personally speaking, my starting point will be an assessment of the current situation, relationship and mainly a fact finding mission internally before connecting with the client. 2nd step is to set up a meeting with the client, with a clear understanding that this is a discussion to hear both perspectives and an attempt to understand the source of disconnect. Before next steps, it's imperative to review and reestablish alignment. Sometimes parting ways maybe the only step, as there may not be a middle ground or a new for a brand new scope and terms.