When introducing new technology to customers it is important to do it carefully. If it is not done carefully and correctly you might end up losing trust between yourself and the customer. This, would be a disaster so keep on reading to get some tips on how to smoothly roll out new new technology to customers without ruining everything.
First of all, like most things, the first impression matters a lot. I have written about this in previous blogs, but it still is true. Obviously, if the first experience a customer has with new technology is bad, they will not be super keen on continuing to use the product, especially if they were not super keen from the beginning. This can happen sometimes because some people do not change and would prefer to stick to the technology they have used for the past 10 years, even though it is slow and inefficient.
In fact, I have some personal experience with this exact scenario. It is not in a business setting but it relates well. My Dad is not a lover of technology. His favorite phrase is “I would like a downgrade”. He is not a fan of fancy iPhones and tablets and computers and prefers simple things. He like regular phones where he can text and call and thats it. The current phone he was is probably an iPhone 4, I didn’t even know they still were usable, and it still has the old iOS 6, so he’s about 6 updates behind. Anyway, my sister and I have tried to get him to buy a new phone and help him learn how to work all the features but he hates it. He gets frustrated with all the different controls and “useless” features so he just decides not to update. This is an example of a bad technology to “client” introduction. I am not an expert at introducing technology, but I do not know if it would make a difference I don’t think he would change his old phone for anything.
Hopefully, your client is not like my Dad and is interesting in learning about new technology. However if they are not, there are some things you an do to make it work. When trying to ease a client into a new technology try to see where they are coming from. Get them to understand why it will benefit them and make their life easier. I don’t know a lot of people who try to make their life harder. In my Dad’s case, although the updates would make his life easier in the long run, he won’t try to learn and thus it is harder. Another thing to do is to plan ahead. It is always good to plan ahead. The more you try to anticipate what might go wrong, the more solutions you may have for that problems when it arises. Then, instead of being caught up on that bump with the client in-front of you, all it takes is an easy explanation of what you had already prepared.
Lastly, the most important thing is to be patient and kind. Being condescending and rude can drive a client away easily and you will never get them to listen about new technology again. No one likes to be talked down to so remember that and try to help them. Also, remember that you are most likely the more technical person and they will not grasp certain concepts as easily as you. If you do these things, planning ahead, putting yourself in their shoes, showing how it can benefit them and being patient will most likely get new technology working with the client before you know it. However, some people simply will not be helped and all you can do is watch them struggle.