Reframe the idea of 'control' 2. Allow for any response with greater choice 3. Use permissive language 4. Give credit to your clients 5. Encourage the resistance, then direct it towards helping them. tips for dealing with difficult customers Remain calm throughout the interaction. ... Engage in active listening. ... Pay close attention to tone, intent, and sentiment. ... Communicate professionally and with positive language. ... Practice empathy. ... Take a moment to catch your breath.

To ease client hesitation, connect the tech to their pain points and highlight proven ROI through relatable case studies. For instance, showing a hesitant client how AI improved financial accuracy turned doubt into trust. Offer phased rollouts or pilots to showcase results with minimal risk, and address concerns empathetically to build confidence. Focus on being their partner in success, not just a tech provider.

Consultants should not see themselves as missionaries with a mission to convert clients over to their way of thinking, methodology or preferred technologies. My mission is not to ‘ease’ client concerns but to explore and fully understand them. After all, they know their people, their organisation, their culture, their business, their sector, their regulatory and statutory environment. If they have valid concerns about the new technology I want to know what these are, as soon as possible. I can then determine what adjustments are needed to address those concerns and mitigate any remaining risks to their satisfaction and my own. And if we cannot achieve that outcome, then we should rightly halt the process there and then.

Demonstrate to the client how the cutting-edge technology enables their business outcomes by deliverying a proof of concept. The proof of concept should focus on a few specific use cases.

When clients are hesitant about new tech, I show them how it’s less about the unknown and more about opportunities waiting to be unlocked. I break it down into manageable pieces, demonstrate clear ROI, and highlight how embracing change today sets them ahead of tomorrow's curve. Innovation isn’t a leap—it’s a smart step.

To address resistance to new technology (ex: GenAI), I focus on building trust by involving clients early in the decision-making process, ensuring they feel ownership over the change. Tailoring demonstrations to their specific use cases (something they are comfortable with) helps bridge the gap between theory and practical value. I also recommend phased rollouts or pilot projects to show tangible results before full implementation. Sharing success stories from similar (or target) organizations can further alleviate doubts, showcasing real-world success.

🔍 Tech Translation Sessions: Simplify cutting-edge technology by using relatable analogies and everyday comparisons, helping customers understand its relevance without feeling overwhelmed. 🎯 Incremental Rollouts: Introduce new tech in stages, starting with features that resemble familiar solutions, gradually building customer confidence while showing stakeholders measured progress. 🌱 User-Led Pilots: Allow resistant customers to test the technology in controlled environments, letting them experience its benefits firsthand without full commitment.

You need to show them how tech can solve their problem. How can tech is there to assist them. How easy it is to use. How tech can boost their KPIs. How they can get a huge competitive advantage.

1. Efficiency: This technology will significantly streamline operations and save time. 2. Scalability: It grows with your business, adapting to future needs. 3. Security: Advanced features ensure data protection, safeguarding your sensitive information. 4. Support: Ongoing training and assistance are available for smooth adoption.