You're facing client resistance to feedback in business strategies. How can you overcome their reluctance?
If you're facing resistance when providing strategic feedback, remember that empathy and understanding are your allies. Here’s how you can effectively engage with clients:
- Frame feedback positively, highlighting benefits and potential growth.
- Listen actively, validating their concerns and showing you value their perspective.
- Offer actionable solutions, demonstrating how your feedback will help achieve their goals.
How do you approach client resistance? Share your strategies.
You're facing client resistance to feedback in business strategies. How can you overcome their reluctance?
If you're facing resistance when providing strategic feedback, remember that empathy and understanding are your allies. Here’s how you can effectively engage with clients:
- Frame feedback positively, highlighting benefits and potential growth.
- Listen actively, validating their concerns and showing you value their perspective.
- Offer actionable solutions, demonstrating how your feedback will help achieve their goals.
How do you approach client resistance? Share your strategies.
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Superar a resistência do cliente ao feedback envolve criar um ambiente de confiança e colaboração. Segundo Douglas Stone e Sheila Heen, autores de Thanks for the Feedback: The Science and Art of Receiving Feedback Well, a chave está em entender as emoções e perspectivas do receptor. Eles destacam a importância de alinhar expectativas e apresentar feedback como uma oportunidade de crescimento mútuo. Estruturar o feedback de maneira construtiva e baseá-lo em dados concretos ajuda a reduzir defensivas e promove uma comunicação mais eficaz.
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Resistance to feedback is rarely about the feedback itself—it’s often about uncertainty, risk, or self-doubt. I’ve seen this firsthand with a client who clung to outdated marketing strategies, even as results declined. We started by reviewing their past efforts, using data to show why change was necessary. Then, we tackled their fixed mindset, exploring fears of risk and failure as well as addressing underlying self-sabotage. Transformational coaching helped them reframe their thinking from “What if it doesn’t work?” to “what if this is the solution we’ve been looking for?” By revisiting the feedback after looking at data and limiting beliefs, the client was able to embrace change—and saw real growth, both in results and adaptability.
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Be direct! Let me ask you Joe, why are we talking. Are we talking so I can affirm your a super man, or are we talking because you want some help....usually they say help. Then I say something like, "Ok, so you want some help, do you trust me to help?" Would you trust me more if I just told you everything was groovy when it's not? So since you acknowledge you need help, and you acknowledge you trust me, and you'd rather hear the truth, than affirmation...do me a favor and hear me out before you get defensive, because after I give you my feedback, i'm going to also give you a plan. I can't have you so defensive about the feedback you don't hear the plan. Fair enough?"
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Para superar a resistência do cliente ao feedback, você pode: Demonstrar valor: Mostre que a opinião do cliente é importante e que você está sempre buscando melhorar. Incorporar o feedback: Use as informações que os clientes fornecem para ajustar o negócio e atender às suas necessidades. Comunicar as ações: Informe os clientes sobre as ações que tomou com base no feedback. Demonstrar a liderança: Seja um exemplo solicitando feedback sobre o seu próprio desempenho e respondendo de forma construtiva. Desarmar o cliente: Em vez de discordar, tente concordar com o cliente para desarmá-lo. Esclarecer a mensagem: Esteja pronto para esclarecer a mensagem do cliente reformulando as suas preocupações.
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Marcelo Rivas
LATAM Sales Manager | Business Development | Sales Marketing| B2B | Business Managment
Feedback from our clients is essential to improve our business strategies and ensure that we are generating maximum value in each project. However, we understand that sometimes it can be difficult to share observations or suggestions. That is why, at SyREX, we address this resistance with a strategy focused on: Educating on the value of feedback: We explain to our clients how their feedback directly contributes to improving their results. Actively listening to their concerns: We ensure that each concern is addressed and that each suggestion has a real impact on the projects. Demonstrating results: We show concrete examples of how feedback has optimized other projects, increasing efficiency and ROI for our clients.
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Un cliente me dijo: “No creo que este enfoque funcione”. En lugar de insistir, le pregunté: “¿Qué crees que podría funcionar mejor y por qué?”. Ese giro en la conversación convirtió su resistencia en colaboración. ¿Cómo superar la reticencia a la retroalimentación? - Escucha sus perspectivas: “¿Qué obstáculos ves en esta estrategia?” - Hazlo un proceso colaborativo: Invita a cocrear soluciones basadas en su experiencia. - Conecta con los resultados: “¿Qué impacto tendría ajustar este enfoque en tus objetivos?” La resistencia suele ser una señal de desconexión. El coaching transforma ese momento en una oportunidad para fortalecer la confianza y avanzar juntos.
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Begin by building trust. Listen actively and show empathy so the client knows their concerns are heard and valued. Explain the reasoning behind your feedback in a way that ties directly to their goals, making it clear how your suggestions can benefit them. Share relevant data or industry examples to back up your points, and present the feedback as part of a collaborative effort to achieve their success. If they’re hesitant, propose testing the ideas on a smaller scale to minimize risks. Keep the lines of communication open and address any doubts as they come up. By working together and focusing on mutual goals, you can overcome their resistance and move things forward.
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When facing client resistance to strategic feedback, my understanding is that beneath the surface often lies fear, identity protection, or loss of control. My role isn't to overcome resistance but to transform it through understanding. First: I have to be sure that I am grounded in presence. Then I need to create safety through deep listening I must shift from expert to exploration partner Asking powerful questions appears to invite insight. In their resistance there is wisdom. So honor that. And, break changes into manageable steps. Resistance often masks deeper truths. When clients feel truly seen and heard, defensiveness naturally dissolves. True transformation happens at the speed of trust.
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First, put yourself in their shoes, as we are all customers at some point. Let the client talk and explain their perspective while you actively listen to identify the cause of their resistance. Build trust through open conversation, then present the positive aspects of the strategy. Even if they remain resistant, always stay professional.
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