Have you ever noticed that some people seem to disagree with everything you say?
You make a suggestion, and they immediately offer the opposite opinion.
What do I mean?
I say / They say:
- Black / White
- Yes / No
- True / False
- Spicy / Mild
- Sunshine / Rain
The list goes on and on.
Is someone coming to mind? Maybe it's your spouse, your child, your best friend… or perhaps one of your clients.
If you've ever wondered how to communicate with difficult clients, especially those who seem to push back on every recommendation, you're not alone.
Why Some Clients Always Disagree
Have you ever had a client who seemed to have a contrary opinion no matter what you suggested?
It can be incredibly frustrating.
Some people have what's known as a natural polarity response. No matter what you say, their instinct is to take the opposite position.
I first learned about polarity responses while studying Neuro-Linguistic Programming (NLP), and it completely changed the way I communicated with one of my largest clients at the time. Suddenly, I understood why my usual approach wasn't working—and why it was time to try something different.
Over the years, I've discovered that many of my clients work with people who respond the same way. It's a topic I regularly teach in my private coaching sessions and inside my five-week Savvy Selling program because learning how to communicate with difficult clients can completely transform your sales conversations.
Sometimes the smallest change in your wording can make the biggest difference.
It certainly did with my largest client, and I've been using this technique ever since.
Your Savvy Sales Tip
Adjust your phrasing when talking with someone who has a natural polarity response. A small language shift can improve communication, reduce resistance, and make it easier to build rapport.
A Simple Communication Shift That Works
Here's how I tweak my language to make it easier for someone with a polarity response to stay open to the conversation.
Instead of saying:
“This would be the option I recommend for you.”
Try saying:
“I'm not sure if this is an option you'd consider.”
The natural polarity response often becomes:
“Actually, yes…I would consider that.”
Now they're exploring the solution instead of resisting it.
Another Example
Instead of saying:
“Here's something you'll want to know.”
Try saying:
“Here's something you might already know.”
The response is often:
“Actually, I don't know about that.”
Now they're inviting you to explain instead of shutting the conversation down.
One More Example
Instead of saying:
“This will solve your problem.”
Try:
“I'm not sure this is the right solution for you, so you may want to think about it…”
Someone with a polarity response may naturally reply:
“Actually, I think this is exactly what I need.”
The Goal Isn't to Win the Conversation
This isn't about manipulating someone into saying yes.
It's about helping clients arrive at the decision that's best for them while allowing them to feel ownership over that decision.
When clients feel like they're choosing instead of being persuaded, conversations become more collaborative and productive.
That's one of the most effective ways to communicate with difficult clients while preserving trust and rapport.
Try It Outside of Sales
This technique isn't just helpful with clients.
Try it with the “certain someone” in your life who always seems to have the opposite opinion.
For example, instead of saying:
“I feel like Italian food tonight.”
which might get:
“I want Thai food.”
Try this instead:
“You might not want Italian tonight. What are you thinking?”
If they reply:
“Actually, Italian sounds good.”
You'll know you're starting to understand how their communication style works.
Final Thoughts
Learning how to communicate with difficult clients doesn't always require a completely new sales strategy.
Sometimes it simply requires a different choice of words.
The next time you encounter someone who instinctively pushes back, experiment with your phrasing. You may be surprised at how quickly the conversation becomes more collaborative and how much easier it is to build rapport, earn trust, and ultimately earn their business.
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