How do you handle clients that are uncomfortable adopting new technology?

Why the Interviewer Asks This Question
What to Avoid
Remember To
Answer Example

IT business consultants are often tasked with removing roadblocks and gaining support for the changes that will be made during various technology implementations. This question is asked to determine if a candidate has the soft skills necessary to address clients who are resistant to change.

Avoid answers that rely solely on escalation to management for problem clients. While this avenue exists in many cases, interviewers prefer candidates that leverage learning, mentoring, and customer service opportunities before jumping to escalation.

Remember to demonstrate understanding and empathy for your client in your answer. Emotional intelligence is an important quality for consultants responsible for ensuring implementations go smoothly.

"I have used various strategies for working with clients that are uncomfortable adopting new technology. My first step is to talk with them to determine the root causes of their concerns. Sometimes they feel their job security is at risk. Sometimes a training opportunity exists. Sometimes a personal issue or poor past experience is involved. A client may dislike the solution and feel it will adversely impact their operations or expose issues within their teams.

To resolve those types of issues, I ensure that my clients know their concerns are important to me and I am invested in helping them to find a resolution. From there, I personally train them or offer stories of similar issues and resolutions from my past. I have also paired people with mentors or peers who have overcome similar challenges."

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How to Answer: How do you handle clients that are uncomfortable adopting new technology?

Advice and answer examples written specifically for an IT Business Consultant job interview.

6. How do you handle clients that are uncomfortable adopting new technology?

Why the Interviewer Asks This Question

IT business consultants are often tasked with removing roadblocks and gaining support for the changes that will be made during various technology implementations. This question is asked to determine if a candidate has the soft skills necessary to address clients who are resistant to change.

Written by Karrie Day on March 8th, 2022

What to Avoid

Avoid answers that rely solely on escalation to management for problem clients. While this avenue exists in many cases, interviewers prefer candidates that leverage learning, mentoring, and customer service opportunities before jumping to escalation.

Written by Karrie Day on March 8th, 2022

Remember To

Remember to demonstrate understanding and empathy for your client in your answer. Emotional intelligence is an important quality for consultants responsible for ensuring implementations go smoothly.

Written by Karrie Day on March 8th, 2022

Answer Example

"I have used various strategies for working with clients that are uncomfortable adopting new technology. My first step is to talk with them to determine the root causes of their concerns. Sometimes they feel their job security is at risk. Sometimes a training opportunity exists. Sometimes a personal issue or poor past experience is involved. A client may dislike the solution and feel it will adversely impact their operations or expose issues within their teams.

To resolve those types of issues, I ensure that my clients know their concerns are important to me and I am invested in helping them to find a resolution. From there, I personally train them or offer stories of similar issues and resolutions from my past. I have also paired people with mentors or peers who have overcome similar challenges."

Written by Karrie Day on March 8th, 2022

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