Managing Relationships and Difficult People: How to Manage Risk-Averse Clients During Change

One of the most overlooked skills in client management? Letting them talk through the risk they see — even if you don’t.

In this clip, I break down what to do when your client is high in neuroticism — yes, it’s a real trait — and how to lead the conversation without shutting them down.

If you’re pushing a change, they’re already scanning for what could go wrong. Your job isn’t to bulldoze past it — it’s to listen, absorb, and reassure with actual answers.

🎧 Watch the full episode of Your Customer, Your Success for more on the OCEAN model and how to manage relationships like a pro."

CATCH THE FULL AUDIO EPISODE HERE (or on ANY Major Platform!)

Audio: https://player.captivate.fm/episode/3eb78786-5e86-43a3-8b22-79ecf5ef680e/

Guess the other person’s dominant OCEAN trait(s).
Adjust your approach using what you learned.
Reflect on what changed — and how it impacted the outcome.

🧠 Ideal For:
CS & CX Managers
People Leaders
ICs managing complex stakeholder relationships
Anyone trying to decode human behavior in high-stakes environments

📌 Resources:
Want to learn more about OCEAN? Check out Science of People by Vanessa Van Edwards. Big hat tip to Vanessa and her work which helped inspire me and my approach!
DISC Personality Overview: DISCprofile.com

📣 Stay Connected:
Like this episode? Subscribe, share it with your team, and leave a review.

Follow Gary on LinkedIn and check out the Your Customer, Your Success YouTube channel for full interviews.

🔗 Connect with Gary Marra:
· LinkedIn: https://www.linkedin.com/in/gary-marra/

· Marra CX Hub: https://marracxhub.com/
Want to be a guest on Your Customer, Your Success?
Send Gary Marra a message on PodMatch here:

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

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Видео Managing Relationships and Difficult People: How to Manage Risk-Averse Clients During Change канала Your Customer, Your Success Podcast