When you begin working with a new client, you're likely excited to share your ideas and thoughts for how you can help their business grow. Unfortunately, your points of contact at the company may be set in their ways, and it can sometimes take a lot of persuasion to get them to try something new.
While occasional pushback from clients is unavoidable, having the right strategies in place can help you work through the situation and arrive at a compromise. To find out more, we asked a panel of Forbes Coaches Council members how they build trust with a hesitant client. Follow their approaches for more effective and collaborative working relationships.
1. Get To Know Their Personalities
Trust is the ingredient that makes complexity digestible and crises manageable. To avoid or circumvent pushback, knowing the person you are dealing with on a personal level helps you to decide when to turn up the heat or choose to put the issue on the front or back burner. Pushback is a reaction, not a response. People either sizzle or simmer – in other words, they are either quick to trust or slow to melt. - Maureen Bridget Rabotin, Effective Global Leadership
2. Truly Listen To Their Perspective
When building trust, it is critical to listen emphatically – to hear not just the words spoken, but seek to understand the emotional drivers. A genuine interest in others, their unique experiences and perspectives they bring, is critical to building positive relationships. The simple phrase "help me understand" can demonstrate your intent to not just listen, but to appreciate their perspective. - Faith Fuqua-Purvis, Synergetic Solutions
3. Remind Them Of Their Own Goals
When clients are challenged by a change they have hired you to help them make, I find it helpful to make suggestions of activities to do, tying these actions to the path needed to achieve the goal they want to accomplish. This can help them dig deep within for the courage to walk through their fear of change. - Lisa Rangel, Chameleon Resumes
4. Be Consistent
Consistently demonstrate your ongoing commitment to their highest good. Don't say one thing and do another. For example, don't have a message about being a community for a client and make it impossible for them to reach a real person if they have a problem. Trust is earned one interaction at a time. Make each count. - Christine Rose, Christine Rose Coaching & Consulting
5. Frame Your Suggestions In The Context Of Your Client's Existing Values
Ask your client if you can give them a suggestion. If they say yes, they are already primed to listen. Then provide the feedback in the context of what the client values and believes about themselves, their company or their team. The client is much more likely to change if what they hear from you reflects what they already believe. This approach is simple if you have been listening more than talking. - Leann Wolff, Great Outcomes Consulting
6. Never Make Negative Assumptions
Give others the benefit of the doubt. Rather than making negative assumptions, ask with curiosity and openness to better understand why they act as they do. - Joel Rothaizer, Clear Impact Consulting Group
7. Prove That You Understand And Support Their Point Of View
Agree with them first; don't argue with their point of view, but show a full understanding of it. People become defensive when someone argues with them. Once a person is more relaxed and open-minded, we can show them the other way by sharing examples, testimonials, and stories of people who've done it the other way and succeeded. Agree first, persuade later. - Alex Fedotoff, AF MEDIA
8. Address Both Logic And Emotion
A sale has a logical and emotional component. Judicious explanations address concerns and assuage fears. Individuals must believe in you and your leadership. Persuasion is about providing evidence to address all relevant concerns, while also addressing the emotional dimension of change. - Sydney Ceruto, NYC Life Coach
Read more in Seven Pillars Of Powerful Persuasion For Entrepreneurs
9. Acknowledge And Validate Their Concerns
To build trust with someone who is pushing back, acknowledge and validate them. Acknowledge the emotion you think they're feeling. For example, "Of course you're feeling frustrated. Anyone who hasn't felt supported in this new role would!" It doesn't mean you agree with them. But they feel heard and are more likely to be willing to have a conversation with you. - Sandi Mitchell, APEX Leadership Mastery
10. Ensure You're Both Following The Same Definition Of 'Trust'
Having a common language and understanding of exactly what trust is made of, is critical. It's important to discuss the universal trust equation that all of us use to figure out how much to trust or distrust relationships and situations. - Mark Batson Baril, Resologics
