Written by: Vickie Sullivan | July 02, 2024
When Clients Resist Change: How to Navigate Change Fatigue
Do you help clients make big changes? Data from Gartner shows there’s a real problem with change fatigue among employees:
- Workers have dealt with 10 planned enterprise-wide overhauls in 12 months.
- Employees’ willingness to support revamps dropped from 74% in 2016 to just 43% in 2022. (It’s safe to assume that it’s worse now.)
As advisors who advocate for transitions big and small, you must contend with change fatigue. As you make recommendations, you will likely face stiff client resistance. Here are the two most common reactions and how to handle them:
• Resigned acceptance. It’s tempting to assume that a lack of pushback equals acceptance. Don’t. Resigned acceptance is a sign that staff will try to implement the change, but they will bolt at the first obstacle. When folks on the ground sigh and nod their heads, dig deeper. Find the practical reasons for resistance and resolve those quickly.
• There is a collective eye roll. This is a common reaction from people who’ve seen too many initiatives fail. Make these folks a top priority in the initial interviewing and listening session phase. Identify the seasoned veterans and have one-on-one conversations with them. They will tell you what went wrong before and why.
Superficial platitudes and the carrot/stick approach won’t help with change resistance. Such fatigue is a reasonable human reaction when the ground constantly shifts. Addressing this dynamic head-on with a personalized approach will help folks feel seen and heard.
Listen: 2 On-the-Ground Perspectives That Get in the Way of Implementing Change
Now Read This:
- How to Prepare Clients for Change
- Strategic Sounding Boards Give Real-World Advice for When the Rubber Meets the Road