It hurts to get rejected. Especially after spending those countless hours thinking of the perfect strategy to woo and propose to that special someone (who in this case, is referring to a client.)
As consultants, we become accustomed to bearing witness to the multiple variations of “no.” While we are pitching our idea, one client impulsively sits back and crosses her arms as soon as she hears the pitch. Some of the more euphemistic clients give us a hearty laugh and then madly attempt to change the topic. Another client simply sits there, simply blinking and leaving a trail of…awkward silences, as we scramble to change the topic. Whichever reaction they give, as consultants, we know these are the symptoms of client resistance.
After personally experiencing this type of resistance and learning from the wise and experienced, here are some lessons we've learned on how to tackle client resistance through both precautionary and troubleshooting measures:
First and foremost, tackling resistance from a client starts before the client meeting—way before. It is crucial to be stealthily prepared before entering the meeting room. This means that you should not only have a list of questions and the strategy proposal prepared, but also some research on the client and his or her company. Even the briefest research open doors to a better idea of the client’s potential perspective of the proposal’s impact on his or her company. By entering the mind of the client, it easier to become aware of which aspects of the strategy may raise warning alarms to the client and how to hypothetically address them when necessary.
Once you enter the meeting room and you start your pitch, get your clients on a pattern of saying, “Yes.” Ask them questions that will naturally lead them to say, “Yes.” You want to earn money, right? “Yes.” You want to earn money in the most efficient way possible, right? “Yes.” Once you get your client to go on this pattern of saying, “yes,” you’re client will be more inclined to follow this rhythm and agree to your idea or strategy. It opens your client’s mind to the possibilities.
Another method in retaining your client’s interest and avoiding client resistance is to include the client in creating the idea and strategy. Whether you have a set strategy or not, take the opportunity to thoroughly include your client’s interest, and make them feel that they built the strategy themselves, not you.
Next, be able to pinpoint the exact moment you start to lose your client’s interest. The very moment you see them slip in a yawn, start to look around the room, fidget in their seat, cross their arms, immediately brainstorm how you can pique their interest once again by providing good humor (try this only if you're funny) or repeating some of the techniques listed above.
When all else seems to fail and the client is still resistant, hunt down the root of the problem. Why is the client hesitant to partake in your strategy or idea? Ask them questions specific to his or her reasons for reluctance. If the client gives answers evasive from the question, keep asking the key question, “Why?” When the problem is finally defined at its roots, address the problem.
Sometimes, despite all the effort, a happy future with the client is not in sight. In these moments, admit the rejection, pick yourself up, and simply grow from the experience for future clients. After all, there are plenty of fish in the sea.
