These last days I’ve had the opportunity to learn to use a new platform. In this process, I also connected a few times with their support.

One part of my learning experience was related to the way the organization functions and serves its clients. It is an organization that has always shared how its clients prefer to avoid using too much technology. An explanation the organization shared was that they wanted to keep the human connection that they felt to be at the core of their business.

My experience, learning to know the platform, created a different picture. The organization itself was challenged when receiving information. They were finding it hard to take the time to read given questions regularly leaving them aside while promptly reacting to the presence of a message. And when it came to helping their clients learn to use the new platform, they were even more struggling as they could only share how they had learned to use it. The same desire to follow the path they had shown in written communication reappeared in virtual conversations.

The team had not yet learned how to conceptualize an approach nor how to see a tool from their client’s perspective. They were trained in using a routine and saw their support role as one of describing these habits.

The way they perceived their clients until now had been their way to protect the way they preferred to work and avoid change.

Their resistance to change was a result of their desire to stay in their protected space.

Their kindness and generosity had hidden, that this preference also showed in the way they decided to help clients. They were trying to please them by routinely doing what they assumed the client asked for. It made it hard for them to see what their clients were actually asking for.